Hana Estrellanes Virtual Assistant

Sales Representative (Outbound)

Homeaglow

Nov 2024 - Feb 2025 (4 months)

Contacted leads provided (minimum of 80 leads per day) and offer the cleaning subscription/service. Assist with processing the subscription and booking the first cleaning appointment. Follow proper call handling - making sure that the customer agrees and understood the terms of service.

N

Quality Assurance Officer

No Sweat Cleaning

Jul 2023 - Jun 2024 (1 year)

Audited completed cleans and provided constructive feedback to cleaners. Sent completion photos and report any issues to the customers via email. Helped the operations with the following tasks: -answered phone and email enquiries -assisted the cleaning team to advise the clients if there will be any delay or change of schedule -sent SMS notification to the clients for their schedule clean the following day. Handled guest communications for the client's Airbnb/VRBO/BDC properties (through Hostaway platform)

T

Portfolio Officer

True Northern Pty Ltd

Nov 2020 - Jul 2023 (2 years 9 months)

Calendar and maintenance schedule management. Handled guests and vendors' communications. Claim submission, monitoring and dealt with Airbnb communications. Monitor guest reviews, sent follow-up messages (if needed), provided public responses and file a review dispute (if applicable).

Portfolio Officer

Hometime

Sep 2018 - Jun 2020 (1 year 10 months)

Manage multiple listing portfolios, calendars, and schedule maintenance works. Handled guests and vendors communications. Gather documentation and submit a claim in a timely manner. Monitor submitted claims and dealt with Airbnb communications. Monitor guest reviews, sent follow-up messages (if needed), provided public responses and file a review dispute (if applicable).

T

Customer Experience Specialist - Case Manager

Teledirect Philippines

Apr 2016 - Mar 2018 (2 years)

Assisted Airbnb platform users via email, phone and chat. Acted as an arbitrator between hosts and guests disputes. Helped with providing resolutions to issues that had arisen while the reservation is ongoing. Created ticket escalation to the appropriate department.

I

Customer Service Representative - Billing and Sales

Ibex Global

Jan 2015 - Jan 2016 (1 year 1 month)

Provided phone support to customers inquiring about their bill and the service. Identify the needs or interest of the customer and use persuasion and negotiating skills to turn the call into sales. Provided basic troubleshooting for customers with technical issues.

Customer Service Representative - Billing

Convergys

Jun 2012 - Sep 2014 (2 years 4 months)

Provided phone support to customers inquiring about their bill. Conducted basic troubleshooting.

Hana Estrellanes

About

Detail

Timeline

Résumé