Danisa Diao

 Danisa Marie S. Diao Soludpan Bacong, Negros Oriental 6216 Mobile: - Globe Email- Work History: Wonders Corporation – Team Leader March 2021 – April 2023 Supervised and coached Customer Service Representatives. Call Listening - focusing on agent behavior and process handling Oversaw weekly perfect attendance bonus of agents on my team. Processed agents daily attendance and activities in IEX. Delonix Marketing – Team Leader July 2018 – October 2020 Oversaw and coached Virtual Assistant and Customer Representative staff Handled client services Facilitated orientation with new clients Answered client inquiries through calls and emails Discussed staff performance review and salary appraisal Organized rewards and gifts to staff on behalf of their clients Issued notice to explain and notice of decision document to staff who violated company policy Assist with monthly and annual company activities StudentUniverse Flight Centre Travel Group –Helpdesk February 2018 – May 2018 Handled passenger inquiries through email Sending cancellation and refund notification Sending passport and visa notification Handled passenger complaints through email StudentUniverse Flight Centre Travel Group – MTP and Resolution Desk October 2017 – February 2018 Managed and coached phone agents Facilitate Monthly Meeting and Productivity discussions Call listening Handling complaints StudentUniverse Flight Centre Travel Group – Key Accounts Janaury 2017 -October 2017 Assisting passengers with group travel inquiries Issuing airline tickets in Sabre Processing refunds for passengers StudentUniverse Flight Centre Travel Group - Adhoc July 2016 – January 2017 Assisting passengers with fare and flight inquiries Checking duplicate bookings of passengers Sending receipts and cancellation email to passengers Telstra Powered by Teletech Philippines – Customer Insight Consultant April 2013 – August 2014 Call Listening - focusing on customer demands Generating monthly reports for clients based on the call listening data Facilitating forum reviews with clients and higher operation management Attending workshops for updates on process and product improvements of the company Training team leaders and operation managers with handling T-Solve Telstra Powered by Teletech Philippines – Quality Assurance Representative November 2011 – April 2013 Call Listening focusing agent behavior and process handling Generating weekly reports for team leaders on agent’s performance based on the call listening data Attending weekly calibration with team leaders and operation managers to insure quality performance of each cluster Telstra Powered by Teletech Philippines – Customer Service Representative March 2010 – November 2011 Handling customer's query and complaints Processed product orders and services Etelecare Global Solutions – Customer Care Representative May 2008 – February 2009 Handling customer's query and complaints Processed product orders and services Qualfon Inc. Cebu – Quality Assurance Representative June 2006 – March 2007 Call Listening focusing agent behavior and process handling Education: Bachelor of Arts and Science Major in Sociology 2008 – Silliman University High School 2000 – St. Louis Don Bosco Other Involvements, Skills and Interests: Member of Focolare Movement International Fluent in written and spoken English, Filipino, Illongo and Cebuano Personal Information: Born November 8, 1984 Married to Leenard Dinh C. Diao