Diana Marie Dela Cruz

DIANA DELA CRUZ - Antipolo City, Philippines - in/dianamdelacruz CAREER SUMMARY Bookkeeping | PART TIME PART TIME FREELANCE|DECEMBER - PRESENT PERSONAL PROFILE I am an experienced Customer Support who's always up to challenges. I love meeting new people and the satisfaction of my clients has always been my priority. SKILLS Clear Communication Reliable Time Management Effective Listening Skills Multi-Tasking Decision Making TOOLS Record incoming and outgoing transactions in google sheets Processing payments and payrolls Prepare monthly reports CLAIMS SUPPORT AMBASSADOR | AIRBNB 24-7 INTOUCH|MAY 2020 - MAY 2021 Look over cases involving complex damages, liability claims, and potential fraud Decide whether payouts are approved, denied, or refer to an Independent Adjuster RESOLUTION SPECIALIST | AIRBNB 24-7 INTOUCH | APRIL 2018 - APRIL 2020 Address customer inquiries and complaints during a trip Sort out cases by doing mediation in both parties involved ESCALATIONS SUPPORT | AT&T RETENTION CONVERGYS|APRIL 2017 - DECEMBER 2017 Microsoft and Google Email and Chat Communication (Skype, Slack, etc) CRM Trello ACADEMIC HISTORY PAMANTASAN NG CABUYAO ASSOCIATE IN COMPUTER SECRETARIAL Completed in April 2007 Handles escalated calls from specialists Make an arrangement with escalated customers to renew contracts and retain business by proposing retention solutions ASSISTANT TEAM LEAD | T-MOBILE TELETECH|JULY 2015 - APRIL 2017 Support team leader in supervising team members and ensure appropriate guidance to improve customers satisfaction Designate individual work tasks to each member and assess their work performance through calls evaluation Run's team's performance reports on a daily basis CUSTOMER SUPPORT | T-MOBILE TELETECH|NOVEMBER 2010 - JUNE 2015 Handles Inbound calls Assist customer with inquiries, plan changes and bill disputes