Jose Mari Leonor

Customer Service Representative with over 18 years of experience in handling customer inquiries, tech support, and ensuring client satisfaction. Known for excellent communication skills, the ability to stay calm under pressure, and a solution-oriented approach. Proven expertise in the customer service, outsourcing, and administrative industries, with a strong track record of handling high volumes of customer interactions across multiple channels, including phone, email, chat, and in-person.

Adept at building rapport and fostering trust with customers, consistently offering timely, effective solutions to meet their needs and enhance overall satisfaction.

Assistant Community Association Manager - KPM Association Management / Fletcher Community Partners

(2025-02 - 2026-08)

• Provided administrative and customer support while working graveyard shifts aligned with U.S. business hours.
• Managed high-volume email correspondence using Microsoft Outlook and Microsoft 365, ensuring timely responses, accurate documentation, and effective routing of inquiries to appropriate departments.
• Managed and tracked service and maintenance requests, invoices, work orders, and customer inquiries through VANTACA and ticket management systems, ensuring timely resolution, documentation, and follow-up.
• Coordinated community remote access and key management requests, maintaining accurate records while ensuring compliance with established procedures.
• Provided comprehensive administrative support to Community Managers, including preparing documentation, monitoring tasks, scheduling follow-ups, and assisting with day-to-day operations.
• Managed homeowner violation records by documenting cases, monitoring compliance, issuing communications, and coordinating with relevant stakeholders.
• Performed accurate data entry and maintenance of billing records, homeowner information, vendor details, and other operational databases while ensuring data integrity.
• Handled inbound and outbound calls using RingCentral, professionally responding to homeowner, Board Member, vendor, and contractor inquiries, providing updates, and resolving concerns promptly.
• Served as the primary point of contact for homeowners and Board Members by addressing general inquiries, providing administrative assistance, and facilitating effective communication.
• Assisted with parking management by processing permits, addressing parking-related concerns, coordinating enforcement actions, and maintaining parking records.
• Coordinated with vendors and contractors regarding work schedules, service requests, invoices, project updates, and documentation to support efficient service delivery.
• Maintained organized digital records, reports, and documentation to support operational efficiency and regulatory compliance.
• Monitored task progress and ensured timely completion of assigned requests through regular follow-up and coordination with internal teams and external stakeholders.
• Demonstrated strong multitasking and organizational skills by managing multiple priorities simultaneously using Asana, Microsoft 365, and CRM/property management platforms while consistently meeting deadlines in a fast-paced remote environment.
• Delivered exceptional customer service by resolving issues professionally, maintaining confidentiality, and fostering positive relationships with homeowners, board members, vendors, and internal management.
• Provided comprehensive administrative and operational support across the management team, contributing to process efficiency, effective communication, and seamless day-to-day business operations.

Affordable | Platinum Helpdesk Support - RealPage

(2022-07 - 2025-02)

Provided technical and product support to U.S.-based clients and property management professionals while working graveyard shifts aligned with U.S. business hours.

• Provided advanced troubleshooting, faster response times, priority service, and additional services.
• Provided product support for property management systems serving the conventional and affordable multifamily rental housing markets.
• Delivered exceptional customer support to high-priority clients, ensuring their technical and service-related issues were resolved promptly and effectively.
• Provided high-level troubleshooting and technical support for clients experiencing complex software and system issues.
• Responded to service requests through multiple channels, including phone, email, and ticketing systems.
• Collaborated closely with other internal teams (technical support, product development) to resolve issues quickly and effectively.
• Documented and updated issue resolutions, troubleshooting steps, and customer interactions in the company's ticketing or CRM systems.
• Educated clients on how to effectively utilize company products, services, and features to enhance their overall experience.
• Regularly updated clients on the status of support tickets, ongoing issues, and service cases.
• Shared best practices, troubleshooting techniques, and knowledge with team members to continuously improve service quality.
• Resolved billing inquiries and discrepancies raised by clients, ensuring a prompt response to emails or calls.

Mortgage Broker Virtual Assistant - VA Platinum Pty Ltd Inc.

(2021-04 - 2022-07)

Provided virtual administrative and customer support to Australian-based clients and mortgage broker accounts during a day-shift schedule.

• Responded to client inquiries via email, phone, and chat, providing information regarding application processes and status updates.
• Maintained ongoing communication with clients throughout the loan process, answering questions and providing timely updates.
• Collected, organized, and maintained required client documents, including income verification, credit reports, identification, and other supporting documentation.
• Ensured all required paperwork was complete, accurate, and submitted in a timely manner.
• Prepared loan application packages for submission to lenders, ensuring all necessary forms and supporting documents were included.
• Assisted in reviewing loan applications for completeness and accuracy and ensured client information was properly entered into the system.
• Communicated with lenders, banks, and other parties involved in the mortgage process to facilitate a smooth and efficient workflow.
• Tracked loan application progress, deadlines, and required tasks to support a timely and successful closing process.
• Prioritized and managed administrative tasks and deadlines, allowing the broker to focus on high-priority activities.
• Accurately entered and maintained client and loan information in the company's database and management systems.
• Sent reminders and conducted follow-ups with clients regarding outstanding documents and required actions.
• Assisted in monitoring the status of applications, loans, and required documentation throughout the mortgage process.

Customer Service | Sales Representative - Telstra Int'l Phil Inc.

(2015-11 - 2021-02)

Provided customer service and technical assistance to Australian-based customers regarding Telstra products and services while working a day-shift schedule.

• Responded to customer inquiries via phone, email, and chat, addressing questions and concerns regarding Telstra products, services, billing, and technical support.
• Assisted customers in resolving issues related to mobile plans, broadband, and other Telstra services in a timely and professional manner.
• Troubleshot customer issues, including connectivity problems, billing discrepancies, and account management inquiries, while providing effective resolutions.
• Provided clear instructions and solutions to help customers use Telstra products and services effectively.
• Identified opportunities to upsell and cross-sell Telstra products and services, including mobile phones, internet plans, and entertainment packages.
• Guided customers in selecting products and services based on their needs, preferences, and budget, providing personalized recommendations.
• Provided customers with detailed information about their plans, usage, and billing cycles, ensuring transparency and a clear understanding of their accounts.
• Assisted customers with account adjustments, including plan changes, upgrades, downgrades, and billing disputes.
• Retained existing customers by providing excellent service, identifying potential concerns, and resolving issues promptly to help prevent cancellations.
• Assisted customers with technical issues related to Telstra's services and products, including mobile devices, internet connections, and network services.
• Troubleshot common connectivity and hardware issues and provided step-by-step guidance to help customers resolve technical problems.
• Educated customers on self-service options, including Telstra's online tools and applications, to help them manage their accounts independently.
• Responded to customer inquiries regarding billing, including charges, adjustments, payments, and account balances.
• Explained billing statements, charges, and plan details clearly to ensure customers understood their accounts.
• Resolved billing discrepancies by reviewing account history, investigating disputed charges, and providing customers with clear and detailed explanations.
• Promoted Telstra's latest offers, bundles, and promotions to both new and existing customers.
• Provided customers with detailed information while working graveyard shifts aligned with U.S. business hours about their plans, usage, and billing cycles, ensuring transparency and a clear understanding of their accounts.

Customer Service Representative - Convergys Corp.

(2008-04 - 2015-11)

• Provided customers with detailed information while working graveyard shifts aligned with U.S. business hours about their plans, usage, and billing cycles, ensuring transparency and a clear understanding of their accounts.
• Assisted customers with account adjustments, including plan changes, upgrades, downgrades, and billing disputes.
• Retained existing customers by providing excellent service, identifying potential concerns, and resolving issues promptly to help prevent cancellations.
• Assisted customers with technical issues related to Telstra's services and products, including mobile devices, internet connections, and network services.
• Troubleshot common connectivity and hardware issues and provided step-by-step guidance to help customers resolve technical problems.
• Educated customers on self-service options, including Telstra's online tools and applications, to help them manage their accounts independently.
• Responded to customer inquiries regarding billing, including charges, adjustments, payments, and account balances.
• Explained billing statements, charges, and plan details clearly to ensure customers understood their accounts.
• Resolved billing discrepancies by reviewing account history, investigating disputed charges, and providing customers with clear explanations of charges.

Bachelor of Arts - Psychology - University of Cebu (2004 - 2008)

Associate - Hotel and Restaurant Management - University of Cebu (2001 - 2003)