2018
Bachelor of Science in Industrial Technology major in Computer Technology
Lapu – Lapu City College (LLCC)
More Info About Me
With over 8 years of experience in the BPO industry, I am a highly adaptable and performance-driven professional with a strong foundation in quality assurance, customer experience, and administrative support. I’ve audited multichannel communications, generated data-driven QA reports, and led initiatives to align teams with evolving quality standards, consistently driving efficiency and customer satisfaction.
My ability to work independently while also thriving in collaborative team environments has made me a key contributor across various roles. This includes both front-line customer service and behind-the-scenes work in compliance and operations.
To further strengthen my capabilities, I’ve completed General Virtual Assistance (GVA) training and received in-depth training in lead generation and email marketing, complemented by a hands-on internship. During my internship, I generated qualified leads through LinkedIn, Google, Facebook, and Instagram; utilized Zoho CRM to track and manage leads; created and managed email marketing campaigns using Mailchimp; designed opt-in boxes and landing pages in Canva; and performed photo sourcing for blog content via Airtable. I also gained hands-on experience using Notion to manage projects and tasks, helping streamline workflows and stay organized in a remote setup.
This combination of operational expertise, digital marketing skills, and practical lead generation experience allows me to support business growth from both an internal and client-facing perspective.
My Skills and Competencies
Quality Analysis
Customer Service
Data Entry / Web Research
Social Media Management
Email Marketing
Lead Generation
Certificates
My Experience and Education
August 4, 2025
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October 3, 2025
Nature Packaged LLC
(Lead Generation Specialist)
Searched for prospective customers and generated leads through LinkedIn and Google, verified that contact details were up-to-date and reachable, and ensured that submitted leads met the required qualifications while avoiding duplicates.
July 14, 2025
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August 14, 2025
LeadConnects
(Internship Completer)
Generated qualified leads through LinkedIn, Google, Facebook, and Instagram, and utilized Zoho CRM to track and manage leads; created and managed email marketing campaigns using Mailchimp; designed opt-in boxes and landing pages using Canva; and performed photo sourcing for blog content via Airtable.
July 8, 2019
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July 11, 2025
Office Partners 360
(Customer Service Representative/Administrative Support/Quality Analyst)
Customer Support & eCommerce Experience
Handled customer inquiries across email, chat, and SMS, ensuring timely and helpful communication; monitored shipments, tracked orders, and resolved delivery or product issues; updated website product listings for accuracy and consistency; coordinated with suppliers to address product discrepancies and improve listing quality; and provided personalized product recommendations to enhance customer satisfaction.
Quality Assurance (QA) Experience
Audited eCommerce customer communications, including email, chat, and SMS, to ensure quality and consistency; recommended and implemented corrective actions to maintain service standards; led QA talks to share updates and process improvements with the team; generated weekly and monthly QA reports to track performance and identify trends; and audited enriched electrical and mechanical product data for accuracy between generic and specific items.
Compliance & Process Support Experience
Prepared and assisted compliance filings for charitable registrations, maintained accurate and up-to-date records in internal compliance systems, supported ad-hoc projects to meet client-specific requirements, audited compliance documents and processes for alignment with regulations and internal standards, identified documentation gaps and suggested corrective actions and workflow improvements, collaborated with internal teams to uphold consistent quality and compliance across tasks, and generated reports summarizing audit findings, non-compliance issues, and process insights.
April 16, 2018
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June 30, 2019
TeleTech
(Customer Service Representative)
Handled inbound customer inquiries via phone with a focus on clear communication and problem-solving, managed order processing, subscription renewals, and cancellation requests, resolved billing concerns efficiently while providing accurate account assistance, scheduled technician appointments and ensured smooth service coordination, made outbound calls when follow-ups were needed or upon customer request, and contributed to maintaining high customer retention through reliable and empathetic support.
April 22, 2016
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April 30, 2017
WIPRO BPS
(Customer Service Representative)
Responded to customer inquiries via phone with professionalism and empathy, managed subscription renewals and handled cancellation requests, resolved billing concerns and clarified payment-related issues, and scheduled technician appointments while ensuring timely service coordination.
My Services
Email Marketing
Skilled in creating campaigns, managing lists, and optimizing engagement to drive business growth.
Quality Analysis
Skilled in evaluating processes, ensuring compliance, and driving improvements to enhance performance and service.
Customer Service
Skilled in resolving inquiries, providing support, and ensuring positive client experiences.
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Research
Detail-oriented in data entry and web research, ensuring accurate data collection to support business goals.
Lead Generation
Skilled in finding and engaging potential clients via research, social media, and CRM tools to drive business growth.
Testimonials
Dan TenNapel
"Leonila dug deep and found leads others missed. She verified info and avoided duplicates. Her list was trustworthy and clean. I fully recommend her."