Jeaniel Florendo

Customer-focused support professional with 6+ years of experience managing high-volume client communications, troubleshooting complex issues, and delivering clear, timely resolutions. With a strong track record in ticketing systems, workflow management, and cross-functional coordination. Highly organized, empathetic communicator and experienced with AI and SaaS tools.

Operations & Client Lead / Junior PR at Zen Media (2025-12 – Present)

• Serve as the primary point of contact for 20+ clients, handling onboarding, status updates, and ongoing issue resolution, handling direct client communication, keeping clients consistently informed and satisfied.
• Manage end-to-end tracking of client deliverables across multiple concurrent programs, proactively flagging delays and ensuring nothing falls through the cracks.
• Perform detailed QA on AI-generated content before submission, verifying accuracy, link integrity, tone compliance, and brand guidelines, mirroring the precision required for tax document review.
• Coordinate press release distribution for 30+ monthly releases, managing timing, verifying accuracy, and communicating status updates to clients.
• Maintain centralized client records in Monday.com, tracking deliverables, account health, and open issues across the full client roster.
• Built a custom Claude AI Status Assistant that automates daily scanning across Gmail, Monday.com, Slack, and client documents, eliminating 15 hours of manual review per week and accelerating team response times.
• Documented the end-to-end Published Monthly™ operational workflow, reducing new team member onboarding time by 50%.

Executive Assistant to Head of PR at Zen Media (2024-09 – 2026-02)

• Coordinated 20+ concurrent client programs, sending executive-level updates, progress summaries, and structured feedback, ensuring clients stayed informed at every stage.
• Managed cross-functional workflows across PR, content, and leadership teams, aligning deliverables with client timelines and escalating issues as needed.
• Developed the PR Client Onboarding/Offboarding Process, reducing transition time by 30% and improving handoff consistency.
• Built a deliverable tracking system across 15 active programs, maintaining full milestone visibility for internal and client-facing teams.

Business Support Assistant at Direct Sourcing Solutions (2021-07 – 2024-08)

• Served as the primary contact for 15+ active client accounts, managing queries and resolving issues across multiple communication channels.
• Tracked and reported performance metrics against key deliverables, providing clients with clear, data-backed updates.
• Acted as product owner for the DSS Work Order App, designing workflows and supporting user acceptance testing for an in-house contract management application (SaaS end-user support experience).
• Developed structured onboarding/offboarding workflows in Process Street, standardizing client and employee transitions across the business.
• Oversaw time-tracking and billable hours reporting across Harvest and Excel for 10+ client accounts.

Virtual Assistant at Direct Sourcing Solutions / Roost Mortgage (NZ) (2019-09 – 2021-07)

• Managed direct client communication workflows: sending disclosures, tracking document submissions via FileInvite, and following up on outstanding items, closely mirroring a support queue workflow.
• Prepared property valuation reports and company extracts for client applications, developing comfort with financial documentation and detail-oriented review.
• Monitored deal pipelines in Pipedrive, maintained approval expiry reports, and drafted disclosure and refresh emails for advisors.

Bachelor of Science in Business Administration, Major in Marketing Management – Tarlac State University (2018)