Dia Katrina Dondoy

DIA KATRINA DONDOY T: - | E:-| Laguna, Philippines | www.linkedin.com/in/dddondoy/ CELPIP – General English Test Results: • • • • Listening – 10 Reading – 12 Writing – 10 Speaking – 11 CORE COMPETENCIES • • • • • Customer Support Excellence Training and Development Process Improvement and Documentation Billing and Payment Processing Customer Relationship Management • • • • • Technical Proficiency Operational Management Project and Program Management Leadership and Team Collaboration Problem-Solving and Analytical Skills PROFESSIONAL ACCOMPLISHMENTS 07/2021 to 7/2024 Customer Service and Virtual Assistant Spectacular Academy – Work from Home (Full-Time) • Provides Phone, Email, and Chat Support and maintain 95% Happiness score for the last 12 months • Conducts calls to guide students through their educational journey. • Schedules and prepares strategy sessions for student participants. • Collaborates with other teams to ensure student inquiries are resolved effectively. • Reaches out to customers with disputes and refund requests to retain them in the program. • Manages past-due payments and failed payments for new enrollments. • Ensures timely management and renewal or termination of student subscriptions. • Collects evidence and responds to bank disputes and chargebacks. • Processes refunds for qualified students and offers deferments for those experiencing hardships • Acts as an administrator for webinars and answers questions from potential enrollees. • Develops scripts, templates, and standard operating procedures (SOPs) for customer service processes. • Provides training for new hire virtual assistants. • Proficient in Slack, Helpscout, Kajabi, Open Phone, Stripe, Formstack, Monday.com, MixMax Telegram, and Google Suite DIA KATRINA DONDOY 123 Camia Street P5, San Jose Village 2, Biñan, Laguna 4024 M: - |- 07/2020 to 11/2023 Customer Service and Virtual Assistant Renewable Dream Team Solar – Work from Home (Part-Time) • Performs skip tracing, clean up, import and export of lead data to system • Creates and manage lead campaigns, online forms, FAQs, chatbot responses and workflows in company platforms • Provides phone, email and chat support for lead inquiries regarding solar • Performs appointment setting for leads who are interested to discuss solar quotations • Proficient in Nifty, Usetiful, We-Connect, and GHL 05/2018 to 07/2020 Organizational Development & Corporate Communications Assistant Manager Inland Corporation – Intramuros, Manila • Reports directly to the company owner and Chief Executive Officer • Member of the Inland Corporation HR Council where organizational challenges and improvements are regularly discussed to formulate solutions • Administrator for all verified social media accounts of Inland Corporation and its affiliates to ensure professionalized social media communications • Oversees the sales, marketing and training operations of the Integrated Logistics Academy – Inland Corporation’s training center offering public and in-house training programs • Lead Soft Skills Facilitator for the Integrated Logistics Academy, designing and delivering effective workshops for internal and external participants • Program Director of Inland Corporation’s Management Trainee Program • Oversees the performance management, evaluation and appraisal processes of Inland Corporation and its affiliates • Oversees overall talent acquisition process for Inland Corporation and its affiliates ensuring the hiring of the right people for the right job • Creates and updates new and existing company policies and procedures and serves as the custodian of all registered documentation • Develops and implements an effective onboarding program for new hires • Ensures effective, standard cascade of new and revised policies to the organization 08/2017 to 05/2018 Training Center Assistant Manager Inland Warehousing and Logistics Division Corporation (IWLD) – Biñan, Laguna • Appointed as the Performance Management + Training and Promotion Head for the ISO 9001:2015 Committee • Conducts screening and behavioral assessment interviews and negotiates job offers for managerial and executive job candidates and provide hiring recommendations to the company president • Reviews company’s job and salary structure and provides recommendations to enhance industry competitiveness DIA KATRINA DONDOY 123 Camia Street P5, San Jose Village 2, Biñan, Laguna 4024 M: - |- • • Spearheads regular employee engagement activities such as the monthly all-hands meeting and annual team building to provide an opportunity to discuss valuable company updates and enhance employee satisfaction Continues to perform training officer functions focusing on corporate training and employee development programs 05/2017 to 08/2017 Training Officer Inland Warehousing and Logistics Division Corporation (IWLD) – Biñan, Laguna • Conducted training needs analysis for the management and staff level to identify job fit and help needed to fill in the gaps. • Conceptualized, created and customized training modules according to the employee needs and management recommendations • Facilitated the company’s very first team building activity in Batangas that received outstanding feedback from employees, management and partners who joined the event • Maintain the annual training plan and ensure that training needs are fulfilled through internal or outsourced training. • Facilitated corporate training programs and strategic planning workshops in several business sites including Manila, Laguna and Cebu with exceptional feedback from managers and employees who attended the learning sessions • Regularized and promoted to Training Center Assistant Manager in August 2017 07/2008 to 01/2017 Customer Service Team Lead SunPower, Global Business and Financing Services – Biñan, Laguna • Successfully managed different programs and LOBs including phone, email, web and chat support for North America and Australia • Recruited, managed and mentored an average of 8 new customer service representatives per year • Provided detailed monthly departmental reports and updates to senior management and stakeholders • -: Inbound and Chat Support for North America o Managed inbound customer support for North America o Led and project managed the implementation of the new chat system o Recognized for the outstanding work in centralizing CSR resources and enabling Residential and Commercial CSRs cross function as Financing SMEs and Asia Pacific CSRs o Contributed to the development of department's first incentive performance plan which motivated staff and resulted in a 62% increase in lead to opportunity conversion rate • -: VIP and Alliance Programs and Inbound Support for Australia DIA KATRINA DONDOY 123 Camia Street P5, San Jose Village 2, Biñan, Laguna 4024 M: - |- o o o Managed SunPower VIP Referral Program and handled executive referrals by providing timely updates and excellent customer service. Managed inbound customer support and lead management process for Australia Managed Alliance Programs support for events coordination and marketing collateral creation • -: Lead Management for North America o Recognized for improving service quality by transitioning from general customer service to consultative selling by developing a strong knowledge of company's products and services and customer profiling. o Improved 15-min inquiry to contact rate for web inquiries from 66% to 98% with daily performance reports to the General Manager o Certified Training Focal Point for Customer Service • -: Project Management for NPS Improvement o Met and worked with the Sales and Marketing teams in the SunPower headquarters in San Jose, CA o Project managed NPS improvement initiative to increase lead contact rate for opportunities sent to Dealers from 76% to 90% o Received Brightspot Award for Kaizen participation in successfully improving lease call flow and reducing average handle time from 66 days to 3.39 hours • -: Proactive Performance and Customer Portal Support o Managed outbound support for Customer Portal Feedback and Internet reconnection for SunPower Monitoring o Received Prism Award for initiating proactive support to meet corporate goal of 96% monitoring connectivity rate for leased systems. o Received Brightspot Award for providing back-up support to meet phone response SLA from red to green • -: Residential End Customer Technical Support o Managed the merged inbound and outbound teams to provide technical assistance for a more flawless customer experience o Managed compensation on service request fees for authorized SunPower dealer-installers o Received the highest number of customer commendations in a team and 2nd highest number excellent survey ratings in Q3 2016 10/2006 to 06/2008 Customer Service Representative SunPower, Shared Services Organization – Biñan, Laguna • Addressed website and phone inquiries regarding SunPower products and services in a timely fashion • Managed customer service mailbox responses and ensured that emails are forwarded to the correct departments to handle them • Pre-qualified potential solar residential and commercial customers DIA KATRINA DONDOY 123 Camia Street P5, San Jose Village 2, Biñan, Laguna 4024 M: - |- • • • • Accurately logged all customer information and maintained up-to-date records at all times Ran reports and supplied data to fulfill dealer report requirements Consistently recognized as a key employee during performance evaluations Promoted to Customer Service Team Lead in June 2008 09/2005 to 09/2006 Reservations Representative Advanced Contact Solutions, Inc. – Makati, Metro Manila • Generated revenue and promoted customer service through telephone sales of airline reservations for passengers and travel agents • Arranged reservations, ticketing, ticket reissue, special bookings and services • Consistently received incentives for meeting AHT targets and QA scores • Cross-trained and provided back-up for customer service desk when needed ACADEMIC BACKGROUND 2005 Bachelor of Science in Psychology University of Perpetual Help – System Laguna Biñan, Laguna, Philippines 2001 High School Diploma Canossa School Sta. Rosa, Laguna, Philippines DIA KATRINA DONDOY 123 Camia Street P5, San Jose Village 2, Biñan, Laguna 4024 M: - |-