Carlo Sheen Escano
Lidcombe,Australia
Summary
Dynamic professional with extensive experience in customer service and reservation management at Meriton Suites. Proven track record in team coordination and leadership, driving exceptional client experiences. Skilled in SEO and account management, consistently achieving targets and enhancing operational efficiency. Committed to delivering high-quality support and fostering strong client relationships.
Overview
11
11
years of professional experience
Work History
Hotel Reservations Specialist
Meriton Suites
01.2025 - Current
- Managed 70 to 90 inbound calls daily, assisting Meriton Suites guests and loyalty members across Australia with hotel reservations, inquiries, technical, and account management issues.
- Provided email support and conducted quality checks for bookings that failed to interface.
- Collaborated with hotel departments to ensure seamless check-in processes.
- Updated and maintained reservation records for accuracy and efficiency.
Customer Service Specialist
Astra Limousines
11.2022 - 12.2024
- Managed high-volume client interactions via calls, emails, and chats for luxury car bookings.
- Facilitated face-to-face consultations with clients regarding wedding services.
- Processed customer invoices and established accounts efficiently.
- Coordinated operations by dispatching chauffeurs for premium transport services.
- Collaborated with global transport affiliates and partners to enhance service delivery.
SEO/ Digital Marketing Manager
SafetyCulture
02.2018 - 09.2022
- Pioneered SEO function for SafetyCulture in Philippines, driving significant growth and visibility.
- Created and executed effective SEO strategies to enhance online presence.
- Conducted comprehensive audits, formulating actionable strategies and timelines.
- Established organization-wide SEO best practices and documented guidelines.
- Led SEO huddles and participated in Acquisition and Global Marketing meetings for alignment.
- Submitted weekly performance reports, sharing insights and addressing challenges with the team.
- Assigned tasks to team members and monitored progress weekly.
- Mentored SEO team through weekly one-on-one sessions and developed individual career plans.
Customer Sales Executive
Teledirect Asia
10.2016 - 02.2018
- Managed B2B sales accounts, achieving $7,500 monthly revenue and 15 AdWords sign-ups.
- Conducted inbound and outbound calls to engage clients and drive conversions.
- Optimized accounts to enhance traffic to client business websites.
- Qualified 1,000 leads weekly through funnel management and verified lead quality for upselling.
- Utilized Salesforce and Google Analytics as productivity tools to track performance.
- Maintained perfect attendance, reflecting commitment to team objectives.
Outbound Sales and Lead Generation
Acquire Asia Pacific
03.2016 - 09.2017
- Conducted cold calls to consumers for WME and EasyCino accounts, focusing on roadside assistance and coffee products.
- Achieved 18 sales in one week, exceeding quota of 15 sales.
- Demonstrated exceptional telemarketing skills through professional training.
- Recognized as Top Seller Awardee for outstanding performance and perfect attendance.
Technical Support Analyst
Concentrix
05.2015 - 02.2016
- Cisco Global Licensing.
- Provided technical assistance for software and hardware issues to clients.
- Collaborated with team members to enhance support processes and improve efficiency.
- Issuing electronic licenses for Cisco products, troubleshooting B2B account.
Education
Graduate Diploma in Management - Learning and Management
Australian Harbour International College
Surry Hills, NSW01.2025
Bachelor in Secondary Education - English Language
Pangasinan State University
Pangasinan, Philippines01.2015
Skills
- SEO
- Leadership
- Team Coordination and Organization
- Customer Service
- Transport and Logistics
- Reservation management
- Customer account management
- Email support
- Invoice processing
- Client relationship management
References
- Leigh Girdler, Contact Centre Manager at Meriton Suites, 0405 376 560, leighg@meritonsuites.com.au
- Lara Nuchprapa, Contact Centre Training Manager at Meriton Suites, 0422 249 839, laran@meritonsuites.com.au
Languages
- English
- Tagalog (Filipino)
Timeline
Hotel Reservations Specialist
Meriton Suites
01.2025 - Current
Customer Service Specialist
Astra Limousines
11.2022 - 12.2024
SEO/ Digital Marketing Manager
SafetyCulture
02.2018 - 09.2022
Customer Sales Executive
Teledirect Asia
10.2016 - 02.2018
Outbound Sales and Lead Generation
Acquire Asia Pacific
03.2016 - 09.2017
Technical Support Analyst
Concentrix
05.2015 - 02.2016
Graduate Diploma in Management - Learning and Management
Australian Harbour International College
Bachelor in Secondary Education - English Language
Pangasinan State University