Customer Service Expert | Admin Assistant | Quality Assurance Specialist |
Technical Support Representative | IT-MSP Helpdesk Support
Bacolod City, Philippines 6100
Email: dmasel001 @gmail.com
Skype: live:dmasel001
Mobile: -
LINKS:
Upwork: https://www.upwork.com/freelancers/~01b2a58069bddd68fa
Onlinejobs.ph: https://www.onlinejobs.ph/jobseekers/info/384197
Linkedin: https://www.linkedin.com/in/diane-masellones-a-/
Hubstaff: https://talent.hubstaff.com/profiles/diane-masellones
Facebook: https://www.facebook.com/diane.masellones/
PROFILE
My goal is to provide an excellent customer service experience to customers and clients and
to be able to retain and help start-up companies gain more customers. I want to become a
part of the force that brings a business more established and strong.
A success-driven and hardworking customer service expert for more than 5 years ensuring
excellent customer satisfaction and providing real-time solutions for customers. I am also an
ESL Teacher for Japanese and Korean professionals where I impart my knowledge in
teaching Business English Language and helping them pass their English examinations like
TOEFL, TOEIC, and IELTS.
Client Feedback:
SKILLS
B2B Sales | Customer Support | Dispatch |
Chat Support|
Ticketing System/ CRM
|
Email Management |
Appointment Setting
WORK EXPERIENCE
Customer Service Representative at Straighttalk Wireless/
Panasiatic Solutions, Bacolod City
(May 2013 – December 2013)
Assisted Customers with prepaid cards, phone replacements, and refunds.
Did basic troubleshooting for mobile phone issues.
Sent signals to customers' phones due to network issues.
Informed customers about outages or service interruptions.
Processed Customers Requests like Phone Number changes or Transfers.
Quality Assurance Specialist at Straighttalk Wireless/
Panasiatic Solutions, Bacolod City
(December 2013 – September 2014)
Handled and Worked along with Operation Supervisors of two teams of Customer
Service Agents, 12-20 agents per team.
Gave daily updates about business process changes and policy revisions.
Monitored agents' phone calls to ensure that they follow the correct call handling
process.
Did one-on-one coaching to agents.
Technical Support Representative at Time Warner
Cable/ Teleperformance, Bacolod City
(September 2014 – June 2015)
Did inbound and outbound calls to customers.
Did Proactive Selling about Cable and internet packages and encode them in our system
(ICOMS) and tracked their orders.
Basic Troubleshooting Steps for Cable, Internet, VoIP, and Digital Phones.
Dispatched Technicians to customer Locations
Answered Billing inquiries, and processed Credits, and refunds.
Technical Support Representative at Comcast/
Transcom Worldwide, Bacolod City
(June 2015 – January 2017)
Did inbound and outbound calls to customers.
Did Proactive Selling about Cable and internet packages and encode them in our system
(Telegence) and tracked their Work orders.
Basic Troubleshooting Steps for Cable, Internet, VoIP, and Digital Phones.
Dispatched Technicians to customer Locations
Answered Billing inquiries, and processed Credits, and refunds.
Online ESL Teacher at Rarejob Philippines
(January 2017 – February 2020)
ESL Teacher for Japanese and Korean professionals where I impart my knowledge in
teaching Business English Language and helping them pass their English examinations
like TOEFL, TOEIC, and IELTS.
Online ESL Teacher at Engoo
(February 2020 – September 2022)
ESL Teacher for Japanese and Korean professionals where I impart my knowledge in
teaching Business English Language and helping them pass their English examinations
like TOEFL, TOEIC, and IELTS.
Admin Support at Real Estate and Property
Management Company
(February 2020 – 2021)
Managed Tenants' Complaints about the property and created tickets for it.
Answered incoming phone calls.
Did Credit Repair.
Did Admin tasks like Spreadsheet updates and email responses.
Customer Support and Success Liaison Officer at
EssentialTech/ Small IT-MSP
Freelance, a Combination of Admin Assistance and Customer Support.
I was the bridge between our clients, which are busy educators and nurses, and our technical
team.
Chat Support/ Email Support/ Phone Support
Appointment Setting/ Dispatch
Ticketing System Management: Zoho, Syncro, and HaloPSA
Updated Spreadsheets.
EDUCATION
June 2011 – March 2013
Carlos Hilado Memorial State University, Bacolod City BS
Accountancy
Fundamentals of Accounting/ Bookkeeping/ Journal Entries/ Account Ledgers/
Financial Reports/ Business Management/ Philosophy and Psychology
June 2016 – October 2016
Carlos Hilado Memorial State University, Bacolod City BS
Accounting Technology
Higher Accounting Studies/ Finance/ Taxation/ Civil Law
TRAININGS ATTENDED
September 2006 – September 2006
Golden Pen Awards, Rizal Elementary School
June 2018 – July 2018
Rarejob Premium Tutor, Business English, Rarejob Philippines
September 2014 – October 2014
Time Warner Technical Training Course, Teleperformance
September 2016 – November 2016
Introduction to Xfinity, Comcast
REFERENCES
Jacob Guapin
https://www.linkedin.com/in/jacob-guapin3b269b43?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base_contact_details%
3By8vbHiTyQuyUDkRyr0TZwQ%3D%3D
Roberto Sumilang
-
Nilsy Ynzon
https://www.linkedin.com/in/nilsyynzon?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_vie
w_base_contact_details%3B6CrZgndiSEq6Jc1halSRfA%3D%3D
Gea Sapolmo-
Vanessa Anne Ruego
https://www.linkedin.com/in/vanessa-anne-ruego-?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base_contact_details%3BRQA
IMPYwQuS5cDevQRD5pA%3D%3D
Lynneth Deloso from Transcom
https://www.linkedin.com/in/ma-lynneth-deloso-?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base_contact_details%3B18jJ
va6SS26m8f8V6NINvg%3D%3D
Michelle Grace Peralta from Panasiatic Solutions
https://www.linkedin.com/in/michelle-grace-peralta3a00a4192?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base_contact_details%3BVlyx
znOURD2cG3Y7mqWolQ%3D%3D
Marie Joe Cocoy from Panasiatic Solutions
https://www.linkedin.com/in/marie-joe-cocoy41a2841b1?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base_contact_details%3BPJbk
ybZ8Tfy5Y6xykeWCUA%3D%3D
Ian Schlakman from EssentialTech-
Vanessa Holub from EssentialTech-
