Carla Ledesma
Bacolod
Summary
Dynamic professional with a proven track record in enhancing customer experiences at Booking.Com Call Center. Excelled in complaint handling and upselling, leveraging technologically-savvy solutions to exceed targets. Skilled in verbal communication, adept at fostering client relationships and driving sales growth. Achieved significant improvements in guest relations and reservation management, demonstrating a strong commitment to excellence.
Overview
2025
2025
years of professional experience
1
1
Certification
Work History
Guest Specialist
Booking.Com Call Center
- Accepted payments, submitted into system and issued receipts.
- Greeted incoming customers and offered immediate assistance.
- Provided information about Description services and answered questions with knowledgeable responses.
- Went above and beyond job requirements to provide superior service to every customer.
Escalation Resolution Department
Panasiatic Solutions
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Launched quality assurance practices for each phase of development
Financial Advisor
Manulife Financial
- Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
- Worked with clients to support understanding of rationale and details of financial strategies.
- Helped individuals and families build and execute wealth management strategies based on unique goals and objectives.
Account Sales Executive
Piaya Network
- Utilized CRM tool for account management, opportunity tracking, task management and logging and maintained key customer data.
- Developed and implemented sales strategies to increase revenue.
- Built day-to-day contacts for customers, managed MDA compliance and enhanced customer satisfaction.
- Worked within specific geographic territory to cultivate new prospects, cross-sell solutions, reach goals, and close sales.
Real Estate Agent
JSS Realty
- Communicated with clients to understand property needs and preferences.
- Advertised client properties through websites, social media, and real estate guides.
- Liaised between buyers and sellers to provide positive experiences for both parties.
- Developed and maintained relationships with clients through networking, postcards, and cold calling.
Loan Advisor
ARB Call Facilities
- Identified opportunities to cross-sell and upsell loan products to customers.
- Explained very technical financial information to applicants in easy to understand language.
- Processed loan applications and monitored progress from start to finish.
- Monitored pipelines to track and log status of loans.
Unit Manager
Manulife Financial
08.2023 - 02.2025
- Assisted in development and implementation of policies, procedures, and regulations for unit operations.
- Addressed concerns with swift actions to mitigate potential issues.
- We recruit potential candidates, train and develop.
- Coaching and developing existing employees
- Dealing with performance problems and terminations
- We plan and implement some strategic actions to increase our sales or produce per cut off.
- We conduct financial wellness, joint fieldwork to my ordinary and prime agents to develop and transfer the skills and to improve their business.
- We recognize and value the productive.
Education
Bachelor Of Arts And Science - Mass Communication
University of Negros Occidental Recoletos
Bacolod04.2013
Skills
- Complaint handling
- Upselling strategies
- Guest relations
- Reservation management
- Technologically-savvy
- Shift change management
- Flexible schedule
- Product sales
- Computer skills
- Verbal and written communication
- Customer service
Accomplishments
- Hit Travel - International and Local Incentives at Manulife.
- Stayed and worked successfully in BPO industry for nine years.
- Stayed in the financial industry for 10 years and became Unit Manager.
- Achieved monthly champions, quarterly champions at Manulife in production.
- Have more sales in real estate.
Certification
- Licensed Financial Advisor Traditional and Variable Life
- Participate in the eight to be great session
- Participated in Amla training, Social Media account securities training, health certification.
- Participated in leadership seminars
- Participated in call center training on various accounts.
Timeline
Unit Manager
Manulife Financial
08.2023 - 02.2025
- Licensed Financial Advisor Traditional and Variable Life
- Participate in the eight to be great session
- Participated in Amla training, Social Media account securities training, health certification.
- Participated in leadership seminars
- Participated in call center training on various accounts.
Guest Specialist
Booking.Com Call Center
Escalation Resolution Department
Panasiatic Solutions
Financial Advisor
Manulife Financial
Account Sales Executive
Piaya Network
Real Estate Agent
JSS Realty
Loan Advisor
ARB Call Facilities
Bachelor Of Arts And Science - Mass Communication
University of Negros Occidental Recoletos
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