Joselle Ivan Mario Manuel

JOSELLE IVAN MARIO B. MANUEL PROFESSIONAL SUMMARY Accomplished professional with 10+ years of expertise in technical support, customer service, property management, and quality assurance. Skilled in diagnosing complex hardware and software issues, leading training initiatives, managing multi-property operations, and driving service excellence. Proven track record in enhancing customer satisfaction, mentoring teams, and streamlining operational processes across global accounts. CORE COMPETENCIES • • • • • • • • • • Advanced Technical Support (Mac/iOS, Peripherals, Internet, VoIP Systems) Customer Service & Experience Management Property & Operations Management Quality Assurance & Process Improvement Training, Mentorship & Team Leadership Process Documentation & Workflow Optimization Reporting & Data Analysis Conflict Resolution & Escalation Handling Cross-Functional Communication Short-Term Rental Platforms PROFESSIONAL EXPERIENCE 1. STR Property Manager VA | R&R bnbHost Inc. (Canada) – Remote • • • • • • • Managed communications for 60+ properties across Canada, USA, Mexico, and Hungary, ensuring top-rated guest experiences. Oversaw daily operations and listings on Airbnb, VRBO, and Booking.com. Recognized as Virtual Assistant of the Month (September 2025) for exceptional guest support and operational efficiency. Maintained less than 5-minute response time for all guest inquiries. Coordinated housekeeping, maintenance, and vendor services to maintain 5-star standards. Reduced guest-entry escalations by 90% through optimized check-in processes and automated messaging workflows. Developed process guides, logs, and training materials to improve team efficiency. 2. Level 2 Advisor & Mentor | Apple (Concentrix CVG Philippines, Inc.) • • • • • Mar 2023 – Jan 2025 Resolved complex Mac, iOS, and peripheral issues with an 85% first-contact resolution rate. Maintained customer satisfaction above 87%, meeting global service standards. Recognized as a “Rockstar” performer for achieving over 95% CSAT across 3 different months in 2024. Mentored and managed 7+ trainee batches, providing post-training coaching. Reduced new hire escalation rate from 40–50% to 20–30% within one week after post-training session. 3. Quality Assurance Lead | CenturyLink (via Movate Philippines, Inc.) • • Jan 2025 – Sep 2025 Led a QA team of 6, monitoring 120+ agents for performance and quality compliance. Maintained audit accuracy above 90% while reviewing 25 calls weekly. Aug 2021 – Jun 2022 • • • Conducted calibration sessions and implemented process updates. Collaborated with cross-functional teams to address recurring issues. Prepared weekly/monthly performance reports and conducted root-cause analysis. 4. Quality Assurance Specialist | CenturyLink & RingCentral (via Movate Philippines, Inc.) Mar 2019 – Aug 2021 • • • • • Evaluated 10+ customer interactions daily, maintaining QA accuracy above 90%. Coached advisors to improve performance and customer satisfaction metrics. Supported process improvement initiatives and calibration sessions. Generated reports and shared actionable insights with teams. Communicated daily updates and workflow changes for agent adherence. 5. SME/ Technical Support Representative | RingCentral (via Movate Philippines, Inc.) • • • • • Delivered Tier 1 VoIP & cloud system support, handling 25+ daily calls. Provided advanced resolutions for complex Tier 1 concerns. Maintained SLA adherence of 80% and customer satisfaction of 85%. Managed case backlogs and ensured timely resolutions. Supported process improvements to reduce repeat customer issues. 6. Technical Support Representative | Roku (via Movate Philippines, Inc.) • • • Dec 2014 – Jun 2016 Assisted 25+ daily customers with streaming devices and connectivity issues. Guided device setup, app installation, and subscription troubleshooting. Maintained accurate documentation of interactions and resolutions. 7. Technical Support Representative | Verizon (via Alorica Philippines, Inc.) • • • • Jun 2016 – Mar 2019 May 2014 – Nov 2014 Provided B2B/B2C internet and DSL support for small business clients and end-users. Handled 20+ technical calls daily, assisting both B2B and B2C customers. Resolved connectivity, billing, and account issues within SLA timelines. Maintained resolution accuracy above 80%. EDUCATION Bachelor of Science in Hotel and Restaurant Management | International School for Hotel and Restaurant Management – Bacoor, Cavite | Jun 2007 – May 2012 TESDA NC II Certifications: Food and Beverage Services, Housekeeping, Bartending, Baking, and Commercial Cooking TOOLS & SOFTWARE • • • • • Microsoft Office (Word, Excel, PowerPoint, Outlook) Google Suite (Docs, Sheets, Slides, Forms) CRM: Salesforce, Zoho, and client-specific tools PMS & STR Platforms: Guesty, HostAway, ENSO, Airbnb, Vrbo, Booking.com Communication Tools: Facebook, Instagram, WhatsApp (for client and guest engagement)