Summary
Overview
Work History
Education
Skills
Certification
LANGUAGES
References
Timeline
Generic

Jay Pee Estrellado

Baguio City

Summary

Passionate and eager to join your team, I bring a wealth of fresh ideas and enthusiasm for new learning opportunities. With a proactive approach and strong leadership skills, I excel in steering team efforts toward success. My goal-oriented mindset drives me to strive for excellence beyond mediocrity. Dedicated, responsible, and efficient, I infuse each project with enthusiasm and embrace travel as a means to understand diverse cultures, enhancing my ability to work effectively in varied environments.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Team Lead (Cleaning Services & Maintenance)

Home Works Property Management LLC
06.2023 - 04.2025
  • Managed cleaning staff schedules, ensuring efficient assignment of tasks and timely completion.
  • Acted as the main point of contact for clients, handling booking requests, complaints, and special cleaning service inquiries.
  • Used cleaning management software (Zenmaid) to assign tasks & track service completion.
  • Maintained records of cleaning appointments, inventory levels, and staff performance.
  • Processed invoices, tracked payments, and managed billing inquiries from clients.
  • Assisted in hiring and Onboarding new cleaning staff by organizing interviews and training schedules.
  • Ensured compliance with health and safety regulations by updating company policies and guidelines.
  • Handled email and phone inquiries from customers regarding cleaning services, pricing, and availability.

Onboarding Specialist

Home Works Property Management LLC
10.2021 - 05.2023
  • Guide new property owners through the onboarding process with professionalism and clarity.
  • Ensure all Ensure all documentation (e.g., contracts, licenses, property details) is complete, accurate, and properly filed.
  • Liaise with internal departments (operations, maintenance, guest services) to ensure properties are guest-ready.
  • Monitor onboarding timelines and proactively address any delays or issues.
  • Collected rental fees and deposits.
  • Conducted property showings, explained occupancy terms, and nego ated rents with poten al tenants.
  • Supervised a team of 30 employees, including security personnel.
  • Acted as POC for reviewing insurance policies, documen ng claims, and ensuring mely turnover to assigned Division or Broker.
  • Developed, enforced, and nego ated rental agreements in line with owner requirements.
  • Coordinated marke ng efforts to maintain tenancy and minimize vacancy loss.

Retention Specialist

IHG HOTEL - HOTEL RESERVATION (WFH)
10.2017 - 11.2022
  • Identify behaviors through consistent call monitoring/SBS monitoring that is impac ng KPIs.
  • Create monthly, weekly, daily action plans to hit KPIs.
  • Manage agent’s breaks/lunches - Aux usage to maintain interval compliance.
  • Responsible in doing calibra on to other department to ensure that company goals are met and United.
  • Analyze and implement customer reten on strategies to increase loyalty and retain business such as: Customer feedback, nego ate with customers, compile reports for Team Managers.
  • Responsible in handling crucial and cri cal escala on that will affect the image of the company and of the campaign.

Training Specialist

FUJI XEROX MALAYSIA SDN. BHD
03.2016 - 09.2017
  • Delivered essen al training, and knowledge base instruc on, and facilitated smooth transition phases to production.
  • Conducted interdepartmental calibra ons to align with company objec ves.
  • Trained new employees on both general areas and account-specific details.
  • Designed custom courses tailored to team and individual account-specific needs.

Quality Analyst

VXI GLOBAL HOLDNGS B.V., MAKATI CITY
12.2012 - 10.2015
  • Regularly review and assess inbound and outbound customer calls to ensure they meet company standards, policies, and compliance regulations.
  • Identify and document areas of improvement for individual agents based on their performance.
  • Evaluate agents on key metrics such as tone, professionalism, resolution accuracy, and customer satisfaction.
  • Compile and report on QA results, trends, and key performance indicators (KPIs) such as call quality, agent performance, and customer satisfaction.
  • Share performance reports with management and agents, providing actionable insights and recommendations for improvement.

Inside Sales Agent/ CSR

VXI GLOBAL HOLDNGS B.V., MAKATI CITY
09.2011 - 10.2012
  • Managed inbound and outbound calls for AT&T customers, delivering first call resolu on and excep onal customer service.
  • Set up AT&T U-verse Blue accounts, including HSIA, TV, Landline, and Cellular Plans.
  • Responded to customer inquiries regarding telecommunica on services in their area.
  • Dispatched engineers and technicians to pipeline loca ons outside AT&T territory.

Education

Associate Degree - Nursing

University of Baguio

Secondary - K-12

University of Baguio PHS

Skills

  • Urban navigation expertise
  • Skilled in using AppFolio for property management
  • Experienced with Mondaycom project management
  • Experience with Surplusio platform
  • Proficient in managing Airbnb and VRBO listings
  • Skilled in HubSpot CRM management
  • Experience with Vantaca software
  • Experience with Galileo software
  • Trello project management
  • Facility cleaning expertise

Certification

Community Management 101

LANGUAGES

English

References

References available upon request

Timeline

Team Lead (Cleaning Services & Maintenance)

Home Works Property Management LLC
06.2023 - 04.2025

Onboarding Specialist

Home Works Property Management LLC
10.2021 - 05.2023

Retention Specialist

IHG HOTEL - HOTEL RESERVATION (WFH)
10.2017 - 11.2022

Training Specialist

FUJI XEROX MALAYSIA SDN. BHD
03.2016 - 09.2017

Quality Analyst

VXI GLOBAL HOLDNGS B.V., MAKATI CITY
12.2012 - 10.2015

Inside Sales Agent/ CSR

VXI GLOBAL HOLDNGS B.V., MAKATI CITY
09.2011 - 10.2012

Secondary - K-12

University of Baguio PHS

Associate Degree - Nursing

University of Baguio
Jay Pee Estrellado