Philippines
Member Since 2024
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Leana Jessamine Marcelino

About the Candidate

Hi My name is Leana. I am mom of a 15 year old boy and I read books or watch Korean series during my free time. I have been working in the industry for 13 years and I owe it to the companies that I have been with all the knowledge, experience and success that I have right now. As for my expertise,

* I have a strong analytical and problem-solving skills honed through 13 years of experience in both Technical and Customer service field.

* I am proficient in WordPress, Salesforce, HubSpot, ZenDesk, PipeDrive, GoHighLevel, Slack, Zoom Meeting, Google Classroom, Microsoft Team and Trello that enables efficient data analysis and project management.

* I also have an excellent communication and interpersonal skills, fostering collaboration within cross-functional teams.

* Proven ability to lead and mentor team members, resulting in improved productivity and project success.

* I am committed in staying current with industry trends and emerging technologies to maintain a competitive edge.

I am not just seeking a job, I’m looking to become an integral part of a team that values innovation and collaboration. My experience working on groundbreaking projects, such as startup companies like Aloware and working at home has not only sharpened my problem-solving abilities but has also taught me to value the importance of clear communication and teamwork.

I am passionate about driving positive change and believe that my ability to see the bigger picture while paying attention to the smallest details sets me apart. I am eager to bring my dedication, adaptability, and creative thinking to help your organization reach new heights.

Thank you for your time and I hope to become a part of your team.

Education

2005 / 2009
Manila Central University Non-board passer

BS Nursing

Experience

February 2021 - June 2024
Aloware Solutions Engineer

● February 2021 – October 2021- Technical Support Engineer
● November 2021 – January 2022 – Technical Support team Manager (INTERIM)
● February 2022 – October 2022- Senior Technical Engineer for Customer
Success Team
● November 2022 – May 2023 – Onboarding Team Manager
● June 2023 – June 2024 – Solutions Engineer

(Plays a critical role in ensuring clients success by providing technical
expertise and solutions tailored to their unique requirements.)

November 2019 - January 2021
Nice Incontact Technical Support Engineer

Assisting clients in building their call scripts using Studio app for data-directed call routing
● Resolving reporting and Workforce Engagement Management
● Call Logs Diagnosis – Solving call issues such as latency, abandoned
calls, calls not routing using Empirix and webrtc tools. Reaching out to
our partner carriers for further investigation

September 2014 - October 2019
RealPage / KIGO Client Success Manager

● Onboarding clients and making sure that the settings of their software is properly set up.
● Assisting the clients in connecting their Kigo Software to different booking sites such as Airbnb, TripAdvisor, Booking.com, Guesty, VRBO, Travelstaytion, Holidu, Hometogo, Expedia and Agoda.
● Assisting the client in integrating their payment method softwares such as PayPal, Stripe and Pricelabs
● Knowledge in building a website via WordPress. Making a website live using GoDaddy and other domain services.

February 2013 - July 2014
RingCentral Technical Support Representative

● Resolving telephony issues such as provisioning IP phones, audio issues, porting requests and account settings.

November 2011 - February 2013
PCCW Technical Support Representative

● Troubleshooting network devices such as Routers, Modem and Extenders.

Skills
Booking.comExpedia and Agoda ● Project Management Vacation Rental Software Configuration ● Knowledgeable with the following platforms: WordPressFacilitating Onboarding and Client training ● Customer Service Expert ● Short-Term/Vacation Rental Management ● Channel Management such as AirbnbGoHighLevelGoogle ClassroomGuestyHoliduHometogoHubspotJSONLead APILending WiseMicrosoft Office & G-SuiteMicrosoft Teams and Google Meet ● Intermediate knowledge in using WebhooksPipeDriveSalesforceSlackSMTP integration and form scripts powered by API to gather information using website forms.Strong communications skills both written and oral ● Leadership and Mentoring ● Responsible with the tasks assigned ● Capable in analyzing and solving problems ● Client Success ManagementTravelstaytionTrelloTripAdvisorVelocifyVRBOZapierZendeskZohoZoom Meeting
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