Leizle Doncillo

Detail-oriented Administrative and Operations Professional with 10+ years of experience in records management, compliance documentation, data entry, and client onboarding across SaaS, insurance, BPO, and manufacturing industries — bringing a precise, organized, and deadline-driven approach to every administrative workflow. Proven track record of maintaining accurate client records and compliance documentation, processing high volumes of data with 98% accuracy, and supporting onboarding workflows for an average of 30 clients per month using CRM and cloud-based file management systems. Experienced in preparing monthly and quarterly reports, managing multi-channel correspondence across email, chat, and voice, and ensuring timely responses with zero-backlog records management across fast-paced, high-volume environments.

Adept at working independently, managing competing priorities with strong organizational and time-management skills, and delivering consistent, audit-ready administrative support that keeps operations running efficiently.

Chat Support Specialist - Field Service Management Software [Company Name Withheld]

(2024-08)

• Resolved an average of 30 chat inquiries per day for users of a SaaS-based pest control and field service management platform, maintaining a 94% CSAT score and a 98% First Contact Resolution (FCR) rate through accurate and efficient chat-based support.
• Responded to all incoming client chats with a first response time of under 2 minutes, ensuring prompt service delivery and a consistently positive support experience across every interaction.
• Onboarded an average of 15 new clients per month through guided product walkthroughs and live chat sessions, equipping users to independently navigate and maximize the SaaS platform's field service and scheduling features.
• Managed account and subscription-related requests including plan updates, billing inquiries, and invoice disputes, ensuring accurate processing and timely resolution in line with company service standards.
• Maintained and updated documentation and knowledge base articles based on recurring client issues and SaaS platform updates, improving team response consistency and reducing resolution time for common technical and billing inquiries.

Product Support Agent - RealPage, Inc.

(2022-09 - 2024-09)

• Resolved 45–50 combined inbound calls, emails, and chat inquiries daily for users of RealPage, a cloud-based SaaS property management platform, across property management, payments, and resident modules, maintaining a 98% CSAT score and a 90% First Contact Resolution (FCR) rate across all channels.
• Troubleshot technical and software issues within the RealPage SaaS platform with an Average Handle Time (AHT) of under 5 minutes for calls and under 15 minutes for chats, while managing email cases to full resolution within 7 business days.
• Onboarded an average of 30 clients per month through live screenshare sessions, guiding new users across RealPage's SaaS-based property management, payments, and resident modules to ensure confident and accurate system adoption from day one.
• Maintained comprehensive documentation and knowledge base records for recurring technical issues, billing inquiries, and account management cases, supporting team-wide accuracy and enabling consistent, high-quality client support across all channels.

Senior Support Specialist - Manulife

(2019-12 - 2022-09)

• Coached and mentored an average of 45 agents per month handling Health, Dental, Disability, and Life insurance accounts through regular performance reviews and one-on-one feedback sessions, maintaining a team quality audit score of 90%.
• Managed complex and escalated Health, Dental, Disability, and Life insurance cases by conducting thorough account reviews and applying advanced resolution protocols, ensuring all high-priority concerns were resolved within a 5-business-day turnaround time.
• Facilitated full onboarding and training of all incoming new hires on Manulife's Health, Dental, Disability, and Life insurance policies, claims processes, and compliance standards within a structured 2-week program, equipping agents for independent and accurate client handling from day one.
• Spearheaded escalation workflow improvements and monthly reporting initiatives that directly reduced case inaccuracies and financial write-offs, streamlining team operations and strengthening overall compliance with Manulife's service standards.

Customer Service Professional - Manulife

(2016-06 - 2019-12)

• Addressed 50–60 inbound calls daily from Canadian Manulife clients on Health, Dental, Disability, and Life insurance policy and benefits inquiries, consistently delivering accurate coverage and plan information while maintaining a 98% Customer Satisfaction Score (CSAT).
• Managed client accounts by updating Health, Dental, Disability, and Life insurance policy information, processing service requests, and maintaining accurate records in full compliance with Manulife's regulatory and documentation standards, achieving a 98% First Call Resolution (FCR) rate.
• Processed an average of 10 insurance claims per day across Health, Dental, Disability, and Life products by verifying eligibility, validating supporting documents, and coordinating with internal teams to ensure accurate and timely end-to-end claim resolutions.
• Resolved escalated complaints and complex client concerns within an Average Handle Time (AHT) of under 8 minutes per call, applying established de-escalation protocols to restore client confidence and uphold service quality standards.

Customer Service Representative - AT&T Telecommunications Account (Sykes Asia, Inc.)

(2015-02 - 2016-04)

• Handled 50–60 inbound calls daily from AT&T customers regarding service inquiries, account updates, and billing concerns, consistently meeting call quotas while maintaining high-quality customer interactions.
• Resolved billing disputes and managed account adjustments for AT&T subscribers, achieving a 90%+ Customer Satisfaction Score (CSAT) through accurate, timely, and customer-focused resolutions.
• Troubleshot technical issues related to AT&T internet, mobile, and TV services by guiding customers through step-by-step resolutions, maintaining an Average Handle Time (AHT) of under 5 minutes per call.
• Upsold AT&T products and service upgrades to existing customers by identifying account needs and presenting tailored solutions, consistently contributing to monthly team sales targets.

Inventory & Administrative Associate - Tanduay Distillers, Inc.

(2012-06 - 2014-09)

• Monitored inventory levels of all market-available SKUs across Tanduay's full product portfolio, ensuring accurate stock positioning and consistent availability of every active product line.
• Generated monthly and quarterly inventory and stock movement reports for management review, enabling data-driven procurement decisions and preventing stockout incidents across warehouse operations.
• Streamlined administrative filing and data entry processes for stock requisitions and delivery receipts, improving document retrieval efficiency and sustaining zero backlog in records management.
• Processed monthly government-mandated benefits contributions for all company employees, ensuring 100% on-time and accurate submissions in compliance with regulatory requirements.

Bachelor of Arts - Communication - Leyte Normal University (2012-03)