Dia Katrina Dondoy

DIA KATRINA DONDOY Virtual Operations and Support Professional https://hubstafftalent.net/profiles/dia-dondoy Laguna, Philippines SUMMARY Empathetic and solutions-driven professional with over 20 years of experience in customer service, operations, and virtual support. Known for bringing structure, clarity, and calm efficiency to fast-paced environments. Skilled at understanding client needs, simplifying complex processes, and improving systems for lasting impact. Valued for reliability, precision, and a people-first approach that consistently delivers both results and trust. KEY ACHIEVEMENTS Client Success & Retention Operational Efficiency Gains Maintained a 90%+ client and student satisfaction rate through proactive communication, empathy, and consistent service quality. Developed over 40 SOPs, templates, and systems that improved team response time by 35% and reduced repetitive tasks by 30%. Chargeback Recovery & Financial Accuracy Event & Webinar Excellence Resolved high-value disputes with complete, timely documentation protecting company revenue and credibility. Coordinated seamless online events and live sessions, providing realtime support that enhanced participant experience. Cross-Team Systems Alignment Built integrated workflows that strengthened coordination and accountability across remote teams. EXPERIENCE Remote Executive Virtual Assistant Rooted with Sami • • • • • • 02/2024 - Present Manage calendar and email communication for efficient scheduling and timely follow-ups. Organize travel itineraries, insurance claims, refunds, and appointment bookings. Streamline task organization using project management systems for clear priorities and deadlines. Oversee YouTube content operations by monitoring scripts, coordinating with editors, and maintaining upload timelines. Support brand consistency through documentation, SOPs, and organized creative assets. Recognized for dependable communication and ability to manage multiple workflows calmly and effectively. VIP Student Support Remote Spectacular Academy 07/2021 - 10/2025 • Delivered multichannel customer service through email, chat, and phone, providing timely and empathetic support. • Managed billing, invoicing, payment plans, and refund requests via Stripe with strict attention to accuracy and compliance. • Led collections and hardship deferment processes, developing customized payment arrangements that improved recovery and preserved relationships. • Oversaw chargeback and dispute resolution, preparing complete documentation and evidence to secure favorable outcomes. • Administered live webinars and virtual events, managing registration, chat moderation, and technical troubleshooting for large audiences. • Collaborated across finance, enrollment, and customer success teams to enhance operational efficiency and student experience. Remote Solar Customer Support Renewable Dream Team Solar • • • • • 07/2020 - 12/2024 Provided customer support and appointment coordination for prospective solar clients via phone, chat, and email. Built and automated lead nurturing campaigns in GoHighLevel (GHL), improving conversion and follow-up consistency. Created FAQ libraries, chatbot and autoresponder workflows to enhance client engagement and reduce manual responses. Conducted pre-qualification and consultation scheduling, achieving a consistent 90% show-up rate through proactive reminders. Supported cross-functional collaboration between sales and operations teams, ensuring smooth client transitions and accurate project tracking. Organizational Development & Corporate Communications Assistant Manager Inland Corporation • Reported directly to the CEO and led HR, communications, and training initiatives. • Designed and delivered soft-skills and customer service workshops. • Managed Integrated Logistics Academy operations and implemented employee engagement programs. Manila 05/2018 - 07/2020 EXPERIENCE Biñan, Laguna Training Center Assistant Manager Inland Warehousing and Logistics Division Corp • • • • 05/2017 - 05/2018 Conducted behavioral assessments, interviews, and performance appraisals for managerial and executive candidates. Designed and facilitated corporate training programs and strategic planning workshops across Manila, Laguna, and Cebu. Spearheaded employee engagement initiatives including all-hands meetings and annual team building events. Promoted to Assistant Manager within one year due to outstanding performance and leadership. Biñan, Laguna Customer Service Team Lead SunPower Corporation • • • • 2008 - 2017 Supervised customer service teams supporting North America and Australia. Handled inbound/outbound, chat, and web support for B2C and B2B customers. Managed NPS improvement projects, increasing lead contact rates from 76% to 90%. Recognized with multiple Brightspot and Prism Awards for innovation, teamwork, and customer excellence. Biñan, Laguna Customer Service Representative SunPower Corporation 2005 - 2008 • Delivered inbound and chat support for SunPower customers across North America. • Managed airline reservations, ticketing, and special bookings while consistently exceeding AHT and QA targets. • Promoted to Team Lead for outstanding reliability and customer service quality. EDUCATION Laguna Bachelor of Science in Psychology University of Perpetual Help System 2005 LANGUAGES English (Proficient) Tagalog (Native) SKILLS Client Support & Relationship Management: Customer Experience, Email, Chat, Phone Support, Conflict Resolution, Communication, Client Retention Operations & Process Management: Virtual Operations, Task Prioritization, Workflow Optimization, SOP Development, Template & Script Creation, Documentation, Reporting Financial & Administrative Support: Payments, Invoicing, Chargeback, Dispute Management, Collections, Payment Plans, Contract Coordination, Data Accuracy, Record Management Leadership and Collaboration: Team Coordination, Training & Onboarding, Continuous Improvement, Accountability, Reliability Systems & Technical Proficiency: Helpscout, Kajabi, GoHighLevel (GHL), Salesforce, Hubspot, Stripe, QuickBooks, EasyPay, Formstack, MixMax, OpenPhone, Nifty, Monday.com, Hubstaff, Usetiful, We-Connect, Google Workspace, Zoom, WebinarJam, Slack, Telegram