Lilanie Lucenara

LILANIE LUCENARA RESERVATION/GUEST MANAGER, TEAM MANAGER, CSR, SMM PERSONAL PROFILE SKILLS Extremely motivated to constantly develop my skills and grow professionally. I pride myself in working with quality and integrity. I am confident in my ability to complete the task assigned on time and with accuracy. CONTACT Exceptional communication Successful working in a team environment, as well as independently The ability to work under pressure and multi-task The ability to follow instructions and deliver quality results WORK EXPERIENCE Marco Hospitality Solutions, Reservations Manager, NHA Bangkal, Davao City- live:.cid.6206ff5e76d9abfe- EDUCATION Davao Doctors College Davao City Philippines BACHELOR OF SCIENCE IN NURSING JUNE 2019 - APRIL 2022 Sending check-in codes Inbound and outbound calls Answering guests inquiry via chat and email (VRBO/airbnb) Providing quotation for potential guest Processing billing (initial deposit, balance due) Admin task, research, updating files Updating property listings (adding, removing photos) EXp Realty TX Real Estate VA DEC 2020 - JULY 2020 JAN 2021 - MARCH 2021 PART TIME Monitoring & updating seller feedback using showingtime Preparing listing paperwork (seller/buyer) agreement Preparing leasing extension Doing follow up email for (seller/buyer) documents Preparing and Checking documents (Digisign) and sending the agreement as soon as the pages has been filled out correctly Updating the status of the property using constant contact Social media posting at least 2 weeks in advance Creating social media content at least 2 weeks in advance Answering emails and coordination Preparing and sending invoices (seller/buyer) Updating tracker for property status, missing documents & actions to be done. Sextant Stays - Florida Guest Service Associate NOV 2019- DEC 2020 FULL TIME Providing check-in codes to the guests Answering guests inquiry through phone call, chat and email (booking.com, airbnb, VRBO and company email) Dispatching technicians to the site for urgent fixing Processing billing (initial deposit, final payment) Updating property listings (adding & removing property information and photos) Monitoring noise aware app Reviewing reviews and responding to reviews. Sextant Stays - Florida Guest Service Associate NOV 2019- DEC 2020 FULL TIME Providing check-in codes to the guests Answering guests inquiry through phone call, chat and email (booking.com, airbnb, VRBO and company email) Dispatching technicians to the site for urgent fixing Processing billing (initial deposit, final payment) Updating property listings (adding & removing property information and photos) Monitoring noise aware app Reviewing reviews and responding to reviews. Okeyo Property Management Company, Customer Service Operations Specialist SEPT. 2018 - SEPT. 2019 Sending check-in codes Answering guests inquiry via chat and email (booking.com/airbnb) Dispatching technicians to the site for urgent fixing Maintaining and running Housekeeping Schedules Processing billing (initial deposit, damage deposit) Data entry, competitor research, updating files Updating property listings (adding, removing photos) Transformative Conversation, SMM, Marketing Assistant SEPT 2018 - APRIL 2019 Schedule Social Media posting Creating unique captions Scheduling weekly email newsletter, marketing Monitoring ongoing marketing campaigns Do other adhoc task Blackcard Books Inc, Executive Virtual Assistant JUN 2018 - SEPTEMBER 2018 GRAVEYARD Research avatars for target audience Email management Calendar Management Coordinate with different department to finish the ongoing project Assist Project Managers for any admin task including Business Study for competitors in the market Uploading receipts daily on FRESHBOOKS for the writer/coach Summit Series LLC, Project Manager MARCH 2017 - DECEMBER 2017 Lead Generation Manage and execute the leads to my team to meet deadlines Residential and Commercial Renovations, Health Insurance Survey, Project Manager NOVEMBER 2016- FEBRUARY 2017 Lead Generation Monitor calls Coaching the agents Processing Payroll Offsourcing Philippines Inc , Team Manager DECEMBER 2012 - NOVEMBER 2016 Do pre-shift huddle to cascade important information Keep track of the Teams Attendance Take escalation calls. Take 2nd tier escalation calls Process escalation emails & sending real-time requests to the back office team Sending the daily, weekly, and end-of-month KPI to the team Attending weekly call calibration with the quality assurance team Presenting business team review at end of month Coaching my agents Do floor walk to make sure that everyone will get the support that they need. Sales Representative VXI Global Services, Munoz, Quezon City JANUARY 2011 - JULY 2011 (DIRECTV) JULY 2011 - NOVEMBER 2011 (GUTHY RENKER) Reach the daily KPI to reach monthly KPI Convert inbound leads to sales Sales Representative GOTALK / dodo ACQUIRE ASIA PACIFIC, EASTWOOD LIBIS AUGUST 2010 - DECEMBER 2010 Reach the daily KPI to reach monthly KPI Adhere break schedule everyday Do outbound calls, inviting inactive members (win back campaign) Sales Representative (sprint) Stream Global Services PBCOM TOWER AYALA MARCH 2010 - JULY 2010 Reach the daily KPI to reach the monthly KPI Adhere to break schedule every day Do outbound calls, inviting active members to add a 2nd line Do up selling for phone accessories (screen protector, Bluetooth headset, memory card) Order Taking Fukushima Answering Services Artiaga, Mabini, Davao City JUNE 2009 - FEBRUARY 2010 Reach the daily KPI to reach the monthly KPI Adhere to the break schedule daily Accept calls and process orders Online English Teacher Online English International Dacudao, Davao City JULY 2008 - MARCH 2009 MORNING SHIFT PH Adhere break schedule everyday Preparing modules (e books) Attending online schedule Doing trial classes to get a student Sales Representative GLOBAL CONNECT e SOLUTIONS JP LAUREL AVENUE, BAJADA, DAVAO CITY NOVEMBER 2007 - APRIL 2008 Reach the daily KPI to reach monthly KPI Adhere break schedule everyday Selling refurbish inks and toners (B to B) CHARACTER REFERENCE Mark Anthony Ramirez OFFSOURCING PHILIPPINES INC ACCOUNT MANAGER Michael Mazzara SUMMIT SERIES LLC DIRECTOR Michelle Ho Lung BLACKCARD BOOKS SOLUTION WRITER, SPEAKER Lawrence Thomas OKEYO PROPERTY MANAGEMENT COMPANY OWNER Theresa Davison MARCO HOSPITALITY SOLUTIONS OWNER