MAria leilani ledesma
Angeles City,Pampanga
Summary
Dynamic and results-driven professional with over 15 years of experience in hospitality, customer service, and management. Proven ability to lead teams, deliver exceptional customer experiences, and successfully run business operations. Seeking opportunities to contribute leadership, organizational expertise, and communication skills to a forward-thinking company.
Overview
1
1
Language
19
19
years of professional experience
Work History
Owner
Charlotte's Gaff
01.2022 - 02.2025
- Built successful business culture focused on performance optimisation and goal attainment.
- Oversaw day-to-day operations, maintaining high standards of customer service and operational efficiency.
- Controlled expenses and allocated financial resources to reach budget goals.
Customer Service Representative
VXI Clark
03.2017 - 12.2021
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Maximised customer satisfaction by resolving service issues promptly.
- Assisted customers with product-related questions, feedback and complaints.
Customer Service Representative
TaskUS Clark
06.2015 - 02.2017
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Built rapport with customers through courteous and professional communications.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
Customer Service Representative
iQor Clark
01.2014 - 05.2015
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
Manager
Phillies Sports Bar & Grill
08.2012 - 01.2013
- Developed and delivered comprehensive training programmes, improving team skills and performance.
- Monitored staff performance and developed improvement plans.
- Managed inventory control, reducing waste and ensuring optimal stock levels at all times.
Manager
Margarita Ville Station
07.2008 - 07.2012
- Conducted performance reviews, identifying areas for development and rewarding high achievers.
- Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
- Supported employee morale and well-being by developing positive practices centred on career development and individual job satisfaction.
Waitress
Fortune Seafood
01.2006 - 06.2008
- Delivered friendly and fast service to process high-volume food and drink orders at peak times.
- Delivered meals and beverages promptly, ensuring orders were correct and met customer satisfaction.
- Kept dining area tidy, clearing tables and resetting them for new guests in a timely manner.
Education
Bachelor of Science - Business Administration
Holy Angel University
Angeles City01-2004
High School
Virgin Delos Remedios College
Olongapo City01-1999
Skills
- Financial management
- Budget management
- Performance optimisation
- Customer relationship management
- Customer service
- Staff training
- Culture development
- Conflict resolution
- Product knowledge
- Problem solving
- Active listening
- Rapport building
- Adaptability
Languages
English
Intermediate
B1
References
- Alex Roque – Supervisor, TaskUS| 09653404769 | alex.roque@taskus.com
Timeline
Owner
Charlotte's Gaff
01.2022 - 02.2025
Customer Service Representative
VXI Clark
03.2017 - 12.2021
Customer Service Representative
TaskUS Clark
06.2015 - 02.2017
Customer Service Representative
iQor Clark
01.2014 - 05.2015
Manager
Phillies Sports Bar & Grill
08.2012 - 01.2013
Manager
Margarita Ville Station
07.2008 - 07.2012
Waitress
Fortune Seafood
01.2006 - 06.2008
Bachelor of Science - Business Administration
Holy Angel University
High School
Virgin Delos Remedios College