Versatile CRM and marketing operations professional with over 8 years of experience in technical support, and
customer service. With a year of experience across sales development, project management, social media
management, content creation. Skilled in GoHighLevel (GHL) funnel management, lead qualification, appointment
setting, and outbound prospecting across AU and US markets. Proven track record exceeding KPIs including
customer satisfaction, response time, and retention while managing cross-functional client relationships. Proficient in
Notion, Canva, CapCut, Google Workspace, LinkedIn outreach tools (LinkedHelper, Kondo), and CRM systems.
San Sebastián - Recoletos Manila
✔️ Create, design, and manage content across social media, including graphics, email marketing, and branded
promotional materials using Canva.
✔️ Build and manage websites, landing pages, funnels, forms, calendars, and automations using GoHighLevel
✔️ Manage social media scheduling and audience growth through Metricool and LinkedIn outreach, while supporting
content across Facebook, Instagram, LinkedIn, and Substack
✔️ Assist with online event planning and coordination, including promotions, registrations, and related marketing
tasks
✔️ Manage outbound prospecting and lead qualification across AU, UK, USA, and GCC markets, with primary focus
on the Australian NDIS/healthcare sector
✔️ Conduct LinkedIn outreach and appointment setting for sales and closing calls, supporting monthly sales and
sign-up targets
✔️ Review, optimize, and report on GoHighLevel (GHL) funnels to improve lead flow and conversion
✔️ Audit and re-engage dormant lead channels to convert stalled opportunities into active pipeline
✔️ Utilize company sales platforms including GoHighLevel, Kondo, LinkedIn, Meta (Facebook/Instagram), and
LinkedHelper to manage prospecting workflows
✔️ Served as the primary client liaison post-sale, driving a seamless onboarding process and ensuring a high-quality client experience, contributing to 90% client satisfaction
✔️ Coordinated onboarding steps, monitored client progress, and proactively mitigated risks, maintaining engagement and improving retention by 20%
✔️ Acted as the bridge between clients and internal teams, aligning expectations, ensuring timely follow-through, and delivering projects on schedule
✔️ Built and nurtured long-term client relationships through regular check-ins, prompt issue resolution, and strategic expectation management, supporting repeat business opportunities
✔️ Leveraged tools including Basecamp, Notion, Lark, Trello, Zoom, Google Meet, GoHighLevel, Google Workspace, Canva, ChatGPT, and WhatsApp to streamline communication and project tracking
✔️ Managed and grew social media presence across Instagram and Mighty Networks, handling content planning, copywriting, posting, and community engagement, increasing follower interaction by 30%
✔️ Developed short- and long-form content aligned with a leadership-driven, motivational brand voice, boosting brand visibility and audience engagement
✔️ Strengthened community trust and loyalty through thoughtful replies, DM engagement, and proactive communication, driving 20% increase in audience retention or engagement
✔️ Collaborated directly with leadership to translate strategic ideas, offers, and positioning into high-impact content that supported brand goals and campaigns
✔️ Conducted weekly call evaluations and coaching for technical support advisors, ensuring compliance with client's quality standards and improving team performance
✔️ Assessed new advisors’ calls to evaluate product knowledge and readiness, delivering targeted guidance that accelerated onboarding and skill development
✔️ Participated in monthly leadership huddles to report team performance, identify trends, and provide actionable insights to management
✔️ Consistently exceeded key performance indicators: CSAT 90–100% (vs. 86% target), Average Handle Time 16 mins (vs. 17 mins goal), and Repeat Rate 7–9% (vs. 9% target)
✔️ Mentored team members to enhance technical skills, boost performance, and maintain high customer satisfaction, fostering a culture of continuous improvement
✔️ Utilized tools including Core, eStart, Zoom, Webex, Client internal systems, public resources, and IEX scheduling software to optimize workflows and team operations
Provided first-level technical support for cable TV, internet, and VoIP services via phone, diagnosing and resolving connectivity, equipment, and service-related issues efficiently
Guided customers through troubleshooting steps, including modem/router resets, equipment configuration, network setup, and device installation/activation
Consistently recognized as a top-performing agent, exceeding KPIs: CSAT 85%+ (vs. 75% target), Average Handle Time 8–10 mins (vs. 9-min goal), and Repeat Rate 14% (vs. 15% target)
Delivered clear, patient guidance to ensure customer satisfaction and minimize repeat support requests
Managed multiple technical issues and customer interactions daily while maintaining high-quality performance
Utilized tools including AT&T Internal CRM, AT&T workflow systems, and IEX scheduling software to streamline processes and optimize support efficiency
• Welcoming customers, escorting them to their tables, and providing menus.
• Recording customers' food and drink orders accurately and promptly, ensuring special requests.
• Delivering orders to tables in a timely manner, ensuring correct presentation and proper handling of dishes and beverages.
• Offering suggestions on menu items, specials, and beverage pairings to enhance the dining experience.
• Checking on customers during their meals, refilling drinks, and attending to any additional requests or needs.
• Presenting bills to customers, processing payments accurately, and returning change or providing receipts.
• Clearing and resetting tables, ensuring a clean and organized dining area, and assisting with general cleaning tasks.
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Search the Internet for information on a wide variety of topics.
Promote companies' products and services by developing copy for websites, social media, marketing materials.
“Jenina has consistently demonstrated exceptional reliability and leadership throughout her time on our team. She has a natural ability to take initiative, organize tasks effectively, and guide others with clarity and confidence. Her dependable work ethic and commitment to delivering high-quality results made her a trusted go-to person in our department. Any organization would be fortunate to have her on board.”
“Working with Jenina was always a great experience. She has an impressive depth of knowledge and was always willing to guide me through the right processes whenever I had questions. Her patience, mentorship, and ability to simplify complex tasks made a huge difference in my learning and growth. She’s the kind of colleague who lifts the whole team.”
