LAIKA LORENO
Waterloo
Summary
Highly motivated and efficient customer service and sales professional with nearly 4 years of experience, a strong passion for delivering exceptional results, building lasting customer relationships, and driving business success through effective time management, productivity, and a customer-centric approach.
Overview
5
5
years of professional experience
Work History
Customer Engagement Advisor
The College of Law Australia
09.2024 - Current
- Implementing the sales strategy, in collaboration and
direction from the Team Leader, Customer Engagement to engage students to study and enroll - Answering incoming customer enquiries and handling
student bookings for course advise with exceptional
customer service - Management of leads in CRM database with maintenance and updating lead data
- Proactively conduct inbound and outbound sales campaigns
- Ensure high levels of customer service, meeting KPIs around service delivery
Customer Service Consultant
ARMA Group
07.2023 - 09.2024
- Handling a high volume of inbound and outbound calls and assisting customers their needs financially
- Problem solving and objection handling to achieve account resolution in a timely manner
- Meeting the required KPIs and targets as set by the managers
- Proactively and empathically negotiating payment with our customers to achieve financial outcomes, while adhering strict and specific compliance and regulatory expectations
Various Front Office Positions
IHG Group and Stamford Hotel
08.2022 - 07.2023
- Managing guest accounts - making sure our guests check-in to the hotel
- Ensure all credit and financial transactions are well handled
- Manage night audit processes to ensure that reports are accurate and up to date
- Assist the team with operations ensuring exceptional service to the guests
Sales and Marketing Specialist
WorldConnect Consultancy
10.2020 - 10.2021
- Manage sales and marketing activities of the branch
- Identify potential target or customers
- One-on-One sales-based interaction with customers
- Work on with management dealing with media relation and business communication
Sales Assistant
BPI MS Insurance
08.2019 - 02.2020
- Prepare sales quotations and policy issuance
- Conduct presentation and briefing of incentive programs handled
- Prepare marketing strategies relating to specific sales channels after a thorough analysis of market environment
- Prepare documentation requirements for approval of marketing or sales promotion program
Education
Diploma - Leadership and Management
LEAD College
01-2023
Bachelor of Science - Tourism Management
University of Saint La Salle
03.2019
Skills
- Hubspot
- Salesforce
- Microsoft Office
- Product Knowledge
- Negotiation
- Business Communication
- Problem Solving
- Sales and Customer Service
Timeline
Customer Engagement Advisor
The College of Law Australia
09.2024 - Current
Customer Service Consultant
ARMA Group
07.2023 - 09.2024
Various Front Office Positions
IHG Group and Stamford Hotel
08.2022 - 07.2023
Sales and Marketing Specialist
WorldConnect Consultancy
10.2020 - 10.2021
Sales Assistant
BPI MS Insurance
08.2019 - 02.2020
Bachelor of Science - Tourism Management
University of Saint La Salle
Diploma - Leadership and Management
LEAD College
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