LAURNIE BELTRAN MACADAAN
General Trias
Summary
To obtain a challenging and rewarding role in a reputable organization where my skills, knowledge, and experience can be utilized to contribute to the company’s success and professional growth, while further developing my skills and expertise.
Experienced with team leadership, project management, and strategic planning. Utilizes advanced communication skills to align team efforts with organizational objectives. Track record of driving successful project outcomes through effective collaboration and adaptive problem-solving.
Management professional with proven track record of driving team performance and delivering results. Known for fostering collaborative atmosphere and adapting to changing business needs. Skills include strategic planning, team leadership, and effective communication. Reliable and results-oriented with focus on continuous improvement.
Overview
17
17
years of professional experience
Work History
Lead Manager VA
Piedmont Property Rescue LLC
08.2024 - Current
- Lead Management: Track and manage incoming leads from various sources, including online platforms, phone calls, and emails.
- Qualifying Leads: Assess and qualify leads based on specific criteria to determine their potential as clients.
- Follow-Up: Conduct regular follow-ups with leads to maintain engagement and move them through the sales funnel.
- CRM Management: Maintain and update the Customer Relationship Management (CRM) system with accurate and up-to-date information.
- Communication: Communicate effectively with potential clients via email, phone, and messaging platforms to answer inquiries and provide information.
- Scheduling: Coordinate and schedule appointments, property viewings, and meetings for the sales team.
- Reporting: Generate and analyze lead management reports to track performance and identify opportunities for improvement.
- Administrative Support: Assist with other administrative tasks as needed, including data entry, document preparation, and research.
Customer Success Acquisition Specialist
FlySpaces Philippines Inc.
05.2023 - 10.2023
- Company Overview: Website: https://flyspaces.com/
- Responsible for being the primary point of contact with all of FlySpaces’ vendors, partners, and users within Southeast Asia.
- Supports the customer journey as they transition from sales prospects to active product users.
- In charge of managing relationships, developing SOPs, improving processes, and ensuring that our partners succeed in using the FlySpaces platform to grow their business.
- Monitor all inquiries from various channels (Platform, chat, social media, PPC, phone calls)
- Handle regional fast-paced and Philippines slow-paced inquiries/deals
- Assist vendors, and merchants with listing their building/ venue
- Work with the Marketing and Partnership team to improve conversion rates, number of leads, and merchant acquisition
Mystery Shopper
Expertise.com
07.2021 - 01.2023
- Company Overview: Website: https://www.expertise.com/
- Performs outbound calls and acts as a potential customer to rate the quality of customer service of the providers.
- Cold calling for a particular project.
Virtual Assistant
DK Investment
03.2021 - 07.2021
- Real Estate cold calling, appointment setting, and basic comparables for residential properties.
Post Guest Relations Call Center Advocate
Royal Caribbean Cruises Ltd. Manila ROHQ
09.2018 - 02.2019
- Provides solutions to issues and inquiries from guests who are sailing or post cruise.
- Assist onboard staff regarding inquiries about guests’ booking composition.
- Process payments from guests or travel agents to be applied to guests’ reservations.
- Creates cruise reservations and applies changes to the booking if necessary.
Front Desk Associate / Admin Assistant
VXI Global Holdings, Inc.
08.2016 - 09.2018
- Serves as the liaison between internal departments.
- Screens phone calls before transferring to the contact person/department.
- Assist Client Relations Managers during Client Visits.
- Handles Car Shuttle reservations of the Executives and clients.
- Handles Boardroom Reservations.
- Takes care of all internal and external Transmittal.
- Prepare department reports e.g. Inventory of Office Supplies, Trackers, Deliveries &, etc.
Customer Care Representative
SC. Reservations (Philippines), Inc. – IHG
03.2013 - 04.2015
- Coordinates all aspects of the Rewards Loyalty Program by serving as the primary point of contact and resource to resolve program service concerns.
- Function as a central source of the Rewards Loyalty Program marketing information for both guests &hotels.
- Acts as a liaison between members of the program and the hotel to ensure customer satisfaction concerning reservations.
- Support other departments by coordinating with Company co-partners to resolve member’s account issues.
Customer Relations Officer
Al-Maousherji Catering Company
11.2011 - 11.2012
- Handles customer complaints.
- Acts as a Manager in Charge whenever the manager on duty is not available.
- Implements in-store & market-wide promotion.
- Submits monthly sales & inventory reports Performs administrative tasks.
Customer Care Representative
Sitel Philippines
06.2008 - 12.2008
- Responsible for the confidentiality of the customer’s financial records.
- Assists customers with queries.
- Process payments for their account and balance transfers.
Education
BS - Hotel and Restaurant Management
Davao Doctors College
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Ateneo de Davao University
Skills
- General Admin
- Written & Verbal Communication
- Customer Satisfaction
- Workload Prioritization
- Client Relations
- Time Management
- Calendar Management
- Email Management
- Problem Solving
- Operations management
- Quality control management
- Data analytics
- Revenue development
References
Available upon request.
Timeline
Lead Manager VA
Piedmont Property Rescue LLC
08.2024 - Current
Customer Success Acquisition Specialist
FlySpaces Philippines Inc.
05.2023 - 10.2023
Mystery Shopper
Expertise.com
07.2021 - 01.2023
Virtual Assistant
DK Investment
03.2021 - 07.2021
Post Guest Relations Call Center Advocate
Royal Caribbean Cruises Ltd. Manila ROHQ
09.2018 - 02.2019
Front Desk Associate / Admin Assistant
VXI Global Holdings, Inc.
08.2016 - 09.2018
Customer Care Representative
SC. Reservations (Philippines), Inc. – IHG
03.2013 - 04.2015
Customer Relations Officer
Al-Maousherji Catering Company
11.2011 - 11.2012
Customer Care Representative
Sitel Philippines
06.2008 - 12.2008
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Ateneo de Davao University
BS - Hotel and Restaurant Management
Davao Doctors College
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