Michelle Ilano

Michelle Ilano Email and Phone Number

9 years Executive Virtual Assistant | Social Media Manager | Admin Assistant @ Upwork
santa clara, california, united states
Michelle Ilano's Location
Las Piñas, National Capital Region, Philippines, Philippines
About Michelle Ilano

Relax and let me take care of your business! As business owners, you shouldn’t be doing half the stuff that can be done by an efficient Virtual Assistant on a day to day basis.Over the last years, I've worked for various clients (via other freelance recruitment sites and direct employment) which helped me become proficient in many tasks including:General/Administrative tasks•Customer Service (Chat and Email Support)•Calendar Management•Process Documentation•KPI Generation & Tracking•Basic Photo Editing (Canva and Photoshop)•General clerical functions including maintaining accurate records and compiling information and statistics.•Data Entry and Research•Reporting, analysis, etc.•Email and Calendar ManagementE-Commerce (Amazon)•Customer Service•Negative Feedback Handling•Order Review Management•Product promotion through social media•Returns and Replacement Management•Blacklisting and Email Management•Abandoned Order ManagementReal Estate•Contract Review (Listing Agreement, Purchase and Sale Agreement, Financial Contingencies, etc.)•MLS Data Entry•MLS Compliance•Appointment Setting•Real Estate CRM Software (Boomtown, Zillow, Top Producer)Digital Marketing•Keyword Research and Optimization•Social Media Management•Promotions Management•Clickfunnels Management•Email Marketing•Newsletter CreationI can be your offline or virtual assistant to help you in your daily routines. Shoot me a message and let's discuss how I can contribute to you or your team

Michelle Ilano's Current Company Details
Upwork

Upwork

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9 years Executive Virtual Assistant | Social Media Manager | Admin Assistant
santa clara, california, united states
Website:
upwork.com
Employees:
69122
Michelle Ilano Work Experience Details
  • Upwork
    9 Years Executive Virtual Assistant | Social Media Manager | Admin Assistant
    Upwork Sep 2012 - Present
  • Funnels & Automation Agency
    Funnel Builder/Strategist
    Funnels & Automation Agency Feb 2021 - Present
  • Clickfunnels
    Funnel Builder
    Clickfunnels Jun 2020 - Present
  • 5Star Va
    Listing And Marketing Coordinator
    5Star Va Jun 2015 - Oct 2020
    -Reviews Real Estate Transaction Paperwork. -Lists properties into MLS. -Handles properties' compliance violations.
  • 20Four7Va - Econmobile Llc
    Administrative & Ecommerce Virtual Assistant
    20Four7Va - Econmobile Llc Mar 2015 - 2017
    Maryland, Usa
    -Responds to Customer Inquiries thru email and chat. -Manages Amazon Seller Feedback. -Monitors and responds to product reviews. -Assists with Order fulfillment. -Monitors Social media insights. -Creates and uploads social media content.
  • Myoutdesk
    Real Estate Virtual Assistant
    Myoutdesk Sep 2013 - 2015
    -Manage and answer all leads calling and registered in our website, making sure that all communications are being logged completely in the CRM's that we use.-Monitor daily all leads that have recently visited our website and try to make a follow up with them most especially to those leads that we haven’t made any successful contact from the start.-Track all leads that we have currently in contract with as well as those leads that we have closed files and submit a lead conversion report at the end of the month.
  • Firstsource Solutions Limited
    First Line Manager
    Firstsource Solutions Limited Apr 2013 - Aug 2013
    Alabang, Muntinlupa City
    • Monitors agent’s performance, coaches, trains and develops staff.• Compiles reports on team’s performance and customer feedback.• Cascades information from upper management to team and vise versa. • Works very closely with team members to solve customer problems. Offer solutions and suggestions for process and product improvement to management.• Resolves escalated customer issues. • Conducts team meetings on a regular basis with direct reports. • Provides timely identification and response to agents’ needs and issues.• Analyzes stats and use that as a device in coaching. (e.g, Repeat percentage in correlation with First Call resolution)
  • Eastvantage
    Team Leader
    Eastvantage Feb 2013 - Apr 2013
    Taguig
    • Real time monitoring of agents’ performance delivery.• Submits reports daily and weekly for analysis of team’s performance.• Resolves escalated customer issues (Phone, chat and email)• Communicates directly with the client for team’s staffing and tasks delegation depending on the volume of incoming chats and tickets on queue.
  • Storesonline (Nextq Communications Inc./Allez Bps Inc)
    Account Manager
    Storesonline (Nextq Communications Inc./Allez Bps Inc) Dec 2008 - Nov 2012
    Cebu City
    • Manages the day–to-day planning, operation and problem-solving of a team of agents to meet the required service level components, standards and sales targets.• Develops the team to ensure delivery of a consistent superior customer experience by highly knowledgeable and customer-focused agents.• Acts as communication conduit between Frontliners and Management and vice versa.• Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.• Directs and/or manages all activities associated with Account operations, including developing and implementing policies and procedures on systems.• Establishes and implements performance and service standards.• Responds to escalated cases (Giving out compensations, refund approval...)• Conducts team meetings on a regular basis with direct reports. • Conducts training for new hires and monthly training for system updates (Back office changes, new SEO strategies, CS Skills)• Responsible for team roster/schedule/staffing which is primarily based on call/chat volume received at a certain period.
  • Storesonline ( Information Technology Customer Care Inc.)
    Team Leader
    Storesonline ( Information Technology Customer Care Inc.) Dec 2006 - Dec 2008
    Quezon City
    • Monitors agent’s performance, coaches, trains and develops staff.• Compiles reports on team’s performance and customer feedback.• Cascades information from upper management to team and vise versa. • Works very closely with team members to solve customer problems. Offer solutions and suggestions for process and product improvement to management.• Resolves escalated customer issues. • Conducts team meetings on a regular basis with direct reports. • Provides timely identification and response to agents’ needs and issues.

Michelle Ilano Education Details

Frequently Asked Questions about Michelle Ilano

What company does Michelle Ilano work for?

Michelle Ilano works for Upwork

What is Michelle Ilano's role at the current company?

Michelle Ilano's current role is 9 years Executive Virtual Assistant | Social Media Manager | Admin Assistant.

What schools did Michelle Ilano attend?

Michelle Ilano attended Far Eastern University, Far Eastern University.

Who are Michelle Ilano's colleagues?

Michelle Ilano's colleagues are Biswa Prakash Rai, Osman Goni, Subham Das, Liban Wako, Faheem Ahsan, Eunice Karisai, Starlie San Jose.

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