Diana Mae Geganzo

DIANA MAE GEGANZO Customer service representative ABOUT ME Dedicated Customer Service Representative with over five years of experience providing high-quality support to US clients. Experienced in handling multiple communication channels and using tools such as Zendesk, HubSpot, and Google Workspace. Strong team player with excellent multitasking skills, attention to detail, and the ability to stay organized and efficient in fast-paced environments. Passionate about learning and continuously improving customer experience. EXPERIENCE Reservations specialist | Customer service representative CONTACT 2022 – 2025 --www.linkedin.com/in/dianegeganzo Caloocan City, Metro Manila 1425, Philippines SKILLS Customer support Multi-channel communication Zendesk, HubSpot & Google Workspace Organization & Multitasking Team collaboration Continuous improvement LANGUAGE English Filipino / Tagalog Canny Kids Appointment booking and scheduling confirmation messages through chat and email. Scheduling tours for site visitation. Responding to customers in a timely manner, lessening the waiting time to 90%. Creating canned responses for different scenarios all from scratch. Updating the company’s knowledge bank. Managing invoices and checking unpaid balances. Data gathering for service improvement. Meeting with the higher management to talk about issues and improvement. Dispatcher | Customer support 2018 – 2022 TREC Pacific Global, Inc. Responded to customer inquiries in a timely manner, helping lessening the wait times by 80%. The queue depends on what channel of communication comes first ---- phone, email, or chat. Handled customer complaints in a diplomatic and professional manner. Created tickets for escalations. Supported multiline channels namely: chat, email, and phone. Attended and completed upskilling trainings such as technical and billing. Collaborated with different departments for efficient workflow.