Geraldine D. Zambrana

I have a background in customer service and team management, with several years of experience in the BPO industry. I started as a Customer Service Representative at SITEL PH in 2019, handling inbound and outbound calls, answering emails, and assisting customers with their concerns. After showing strong performance, I was promoted to Coach Track Trainee in 2021, where I began managing a small team, monitoring performance, and helping new agents. I was later promoted to Team Leader, leading a team of 12 agents, resolving escalations, coordinating with clients, and ensuring we met KPIs. I also received recognition as a Top Coach for helping improve our team’s overall performance.

In 2024, I worked as an Airbnb Co-Host at Luxe Property Management, where I handled guest communication, coordinated cleanings, managed booking calendars, and dealt with guest issues. This role gave me experience in admin tasks and working with short-term rentals.

I am organized, reliable, and can handle tasks with little supervision. I know how to follow processes, meet deadlines, and communicate clearly with both customers and team members. I’m now looking for a full-time remote role where I can apply my experience and grow in a stable working environment.