Lead Generation , Market Research and General VA
Pampanga, Angeles, Philippines
I have around 9 years of experience in operations, customer service, team leadership, market research, and process improvement. I also have hands-on experience in lead generation using Facebook, LinkedIn, and Instagram, including prospect research, building lead lists, data scraping, data entry, and organizing prospect information. I have supported AU and NZ sales activities by maintaining client databases, conducting market research, and assisting with cold email outreach. I am also experienced in using Excel for lead management, reporting, KPI tracking, and data organization. Aside from sales support, I have managed operational teams, monitored KPIs and SLAs, handled escalations, coordinated with regional stakeholders, and improved workflows through SOPs, process documentation, and action plans. I am organized, detail-oriented, and comfortable handling both data-driven and people-focused responsibilities.
Mondiale VGL, full_time
Jun 2017 to Jul 2026
Customer Experience & Operations Customer Service Operations • Customer Escalations • Issue Resolution • Service Delivery • Operational Performance KPI & Performance Management KPI Monitoring • SLA Monitoring • Performance Reviews • Scorecards • Productivity • Quality • Accuracy • Operational Reporting Regional & Stakeholder Management Australia & New Zealand Operations • Key Account Manager Coordination • Regional Manager Coordination • VIP Client Support • Partner & Supplier Communication • Offshore/Onshore Alignment Issue & Performance Management Root Cause Analysis • Corrective Action Plans • Performance Improvement • Risk Identification • Escalation Management • Resolution Monitoring Process Improvement & Change Process Migration • Continuous Improvement • SOP Development • Work Instructions • Process Standardization • Best Ways of Working Leadership & People Management Team Leadership • Performance Coaching • Employee Development • Cross-Functional Leadership • Performance Evaluation • Onboarding