Diana Jean Ines

I am a dedicated and results-driven Customer Service Representative with over 8 years of experience in delivering high-quality support across both voice and non-voice channels. My career began in 2015 as a Data Encoder at Next Business Process Outsourcing Solutions, where I was responsible for entering and managing large volumes of customer and company data. I maintained a 99% accuracy rate, developed strong attention to detail, and helped improve team efficiency by identifying and addressing process inefficiencies.

In 2017, I joined VXI Global Holdings Solutions, where I continued to grow professionally and personally. I provided support for the ModivCare account, managing customer bookings, coordinating schedules, processing orders, and addressing a wide range of customer concerns. I specialized in non-voice support, handling inquiries through chat and email. This role allowed me to refine my written communication skills, multitask under pressure, and consistently meet quality and performance standards. I became proficient in CRM tools, data tracking systems, and troubleshooting processes.

My ability to connect with customers, provide accurate solutions, and stay calm under pressure has led to my recognition within the company. I was awarded Account Top Performer in 2023 and later named Top Subject Management Expert in 2024—a reflection of my commitment to excellence, leadership, and continuous improvement.

Fluent in English, both written and spoken, I bring a clear, confident, and empathetic communication style to every interaction. I believe in treating each customer with respect and professionalism, no matter how simple or complex their concern may be. I also enjoy mentoring new team members and sharing best practices to uplift team performance.

Beyond my technical abilities and achievements, I am someone who values growth, teamwork, and a positive work culture. I am passionate about customer service and motivated by the opportunity to help people and make a difference with every interaction. As I move forward in my career, I am excited to take on new challenges where I can contribute my experience, expand my skills, and continue delivering excellent service.