Diana Rachel Vidanes

I have 11 years of experience with different types of work through BPO and home-based jobs.

I started as a chat sales support in a BPO for a US computer company for 3 years. I assisted customers with their computer and order queries using the guidelines provided that will lead to good customer experience. Made sure to provide the right computer package to the customers and help them in processing their orders.

Then, I tried working online as a data entry assistant, proofreader and product researcher for 2 years. After that, I found another BPO offering a tech support post for SAP SuccessFactors. I resolved tickets submitted by customers regarding the system, answered their how-to questions through the ticket, call or web meeting and provide documentation as needed, done troubleshooting the issues encountered by the customers, replicate it if possible, checked XML configuration at the back end and pinpoint what caused the issue, and route documents, delete forms/users, upload goals, and create an archive of their performance management documents.

After a year and a half, I got promoted as a reports analyst wherein I created reports for the designated program/account, tracked and managed attendance and patterned absenteeism reports, done real-time adherence management, uploaded schedule and approved overtimes, maintained the agent performance report, and answered calls from employees who cannot come in to work and notified the management through email.

Through my experience, I became adept with MS Office, especially in Excel. I became familiar with different tools like Zendesk, CMS, and Slack. I also learned the basics of XML, HTML, and VB. I was able to improve in time management, attention to detail, teamwork, organization, and independence.