Franchesca Marie Guintu

Facilitated customer support by managing inquiries, support tickets, returns, and exchanges. Maintained e-commerce accuracy by updating product descriptions, listings, and inventory levels. Controlled social media presence through active account management and content posting

Managed real estate operations including rent rolls, lease renewals, work orders, and property listings. Compiled and distributed vital weekly and monthly performance reports. Produced professional graphic materials such as social media content, brochures, and physical advertisements. Executed ad hoc tasks for property managers and sales executives, including travel arrangements and reputation management (reviews).

Led a team of customer advocates handling product support. Monitored ticket queues and ensured SLA compliance. Coached team on technical troubleshooting and customer empathy. Analyzed feedback to improve support processes and tools.

Overseeing day-to-day operation Monitor team performance and team standing Conduct quality checks on the team’s output. Create a presentation to present during the bi-weekly business review with clients. Conduct re-training, if or when necessary, to low performing agents. Attend the bi-weekly business reviews with operations and clients. Maintain a high personal quality score to set an example that targets are attainable and maintain credibility on product expertise.

Monitors and evaluates social media review tasks to ensure accuracy, policy compliance, and quality standards. Reviews flagged content decisions and provides feedback to improve consistency among reviewers. Conducts audits on moderation outputs to ensure alignment with platform guidelines. Identifies trends in errors and recommends process improvements to enhance review quality. Supports reviewer performance through coaching, calibration sessions, and quality reporting. Ensures sensitive or policy-violating content is handled correctly and escalated when needed.

Review and moderate user-generated content (text, images, videos) to ensure compliance with platform policies. Identify, flag, and take action on inappropriate or policy-violating content. Apply guidelines consistently while meeting accuracy and productivity targets. Escalate complex or sensitive cases and stay updated on policy changes.