Hey I am Lorraine

PROFESSIONAL SUMMARY

Administrative Support | Business Operations | Customer Service | Social Media Management | Travel Reservations

With 7+ years of experience in operations support, administrative support, customer service, travel coordination, and reservation management, I help businesses improve efficiency by managing workflows, documentation, customer communications, and operational processes. Experienced in supporting remote teams, maintaining accurate records, coordinating cross-functional tasks, and delivering reliable administrative and operational support in fast-paced environments.

Recognized for strong organizational skills, attention to detail, adaptability, problem-solving, and the ability to learn new systems and processes efficiently while delivering accurate, reliable, and customer-focused support.

Lorraine Tolentino
Bulacan, Philippines
mslorrainetolentino@gmail.com
Freelancer
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My Skills and Competencies

Social Media Management
Facebook Ads Management
Data Entry
Content Creation
Travel Management
Email Management
Lead Generation
Customer Service
Office & Administration
Social Media Content Creation
Proofreading
Social Media Management
Operations Support
General Virtual Assistant
Shopify Freelancing
WordPress Freelancing

Certificates

My Experience and Education

  • EXPERIENCE
  • EDUCATION
2016
Bachelor of Science in Tourism Management (Tertiary)

University of the East-Caloocan

2012
High School (Secondary)

St. Mary’s College of Meycauayan

2008
Elementary (Primary)

San Isidro San Roque Academy

September 2023 - May 2026
8 Billion Trees
(Operations Support)

• Developed detailed content briefs. Wrote, formatted, edited, and published engaging articles and blog posts through WordPress, covering topics such as law, public records, nutrition and wellness, and dramatic storytelling content.
• Created, managed, and scheduled published Facebook page content on veteran-related and dramatic storytelling topics.
• Designed featured images for articles and blog content and Facebook post graphics.
• Conducted email outreach by identifying and verifying contact details for authors, editors, publishers, and media representatives using online research and website tools.
• Processed data removal requests across various public records websites.

September 2023 - June 2024
Evin Management
(Social Media Manager)

• Responsible for creating, setting up accounts, and handling the promotional activities of the accounts.
• Trained newly hired virtual assistants on tools, workflows, and account management processes.

July 2022 - September 2023
Skyline Management
(Social Media / Outreach Manager)

• Responsible for creating, setting up, and handling Instagram accounts. Posting content, engaging, and reaching out to possible leads
• Managing two lead group accounts
• Training of newly-hired virtual assistants
• Scheduled and managed content posting across multiple accounts to ensure a consistent online presence.

December 2020 - June 2022
TaskUs Fort Excellence
(Customer Service Representative (Teammate))

• Delivered accurate and timely support to customers, store managers, and staff through inbound calls, emails, portal messages, widget feedback, social media comments, and direct messages for a retail account.
• Escalated concerns to the appropriate management teams to ensure prompt and effective resolution.
• Actively participated in internal and external trainings and seminars to strengthen product knowledge, communication, and customer service skills.
• Took initiative in improving and updating team canned responses, documenting meeting minutes, and organizing records of reports and past meeting files.
• Recognized as one of the retail account’s top-performing agents for three consecutive months based on performance and service quality.
• Assisted partner billers and merchants with payment and cash-in concerns through email and phone support.
• Conducted data research and information gathering to support operational and customer service requirements.
• Provided customer and technical support using established troubleshooting procedures and problem-solving techniques.

December 2016 - November 2020
Asia Landmark Tours and Travel Inc.
(Reservation Supervisor)

• Assist Chinese sales agents with our guests' flight, hotel, transportation, and tour bookings of a specific destination.
• Supervised a team handling flight, hotel, transportation, and tour reservations for assigned destinations.
• Trained and onboarded newly hired reservation agents.
• Provide efficient and courteous communication between reservations and suppliers.
• Set up appointments and meetings with our suppliers and partners.
• Processed and submitted documentation to partner restaurants, transportation, and accommodations for contracted rate applications.
• Managed soft and hard block allocations for group room bookings.
• Assisted in hotel events, conducted site inspections (ocular visits), and supported cruise group arrangements.
• Handled guest and hotel partner inquiries and resolved booking-related concerns.
• Received an “Early Award” in recognition of consistent punctuality and strong attendance record.

July 2016 - November 2016
Ark Travel Express
(Travel Agent/Inbound Tour Officer)

• Processed reservations via telephone, email, fax, and other communication channels.
• Analyzing the markup of sales and commissions for every tour package.
• Liaise with clients over the phone or via email to discuss their travel requirements.
• Reserve hotel availabilities and services.
• Cancellation and modification of reservations.
• Designed cost-effective tour packages and detailed itineraries for clients.
• Advise clients on suitable options for domestic or international destinations, tours, accommodation, transport, insurance, and fares.
• Prepare customized itineraries to suit clients’ preferences and budgets.
• Modifying existing bookings to suit a change in client’s circumstances.
• Assisted in organizing the PTAA Travel Tour Expo, one of the major travel events in the Philippines.

December 2015 - March 2016
Philippine Airlines Inc.
(Airline On-the-Job-Training (Ramp Services and Station Control))

• Assisted in coordinating aircraft arrivals and departures, baggage handling, cargo, catering, and fueling operations.
• Prepared operational reports, updated flight systems with real-time information, and assisted station management with daily operational requirements.


Works

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I am available for freelance projects.
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Looking forward to working with you soon!

Address :
Bulacan,
Philippines
Email :
mslorrainetolentino@gmail.com


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