Dianne Ticar

I aim to ensure that all customers I have interacted are satisfied and will help your business to grow! 

I have worked with the largest BPO that helped me improved my skills in sales, data entry, billing and technical support. I have a positive outlook in life, very motivated and works effectively and efficiently.

My Specialties includes: 

• Takes care of shipping issues from fulfillment until the customer receives the order

• Collaborate with other areas of the business to work efficiently

• I am very organized and keen to details 

• Problem-solver and provides long-term resolution

• Can do multitasking and it is a normal thing for me. 

• Responds to customers as quickly as possible

• Provides accurate information and effective resolution

• Committed to work and adherent to the processes

• Eager to learn new tools and ideas

• Ensures following logical troubleshooting steps

Proficient in the following tools:

*SHOPIFY - Using this tool to check order status, refunds, creating replacements, creating discounts, updating tracking information, adding notes, editing shipping address and account information of customers, creating sales reports, modifying items listings on our website.

*SLACK -Used for communication and updates.

*REAMAZE -email and chat support.

• ZENDESK - email and chat support

*GOOGLE DRIVE -Creating spreadsheets for tracking and Also using Docs to make process documents.

*ALIEXPRESS - third-party website we used for drop shipping.

*GORGIAS - used for communicating with customers via Email

*AMAZON CUSTOMER CENTRAL - check order status and check on reviews of the customers

EXPERIENCE INCLUDES

Technical Support Representative| Email, Live Chat, Order tracking, Shopify , Drop Shipping | Car Accessories – E commerce US based

June 2020 – November 2021

• use Reamaze to answer emails

• provide real-time assistance to customers who are having technical issues (firmware updates, troubleshooting and installation)

• track status of the shipments and report shipping issues real-time

• process credits and work with the engineering team with reported connection issues

Customer Service Associate | Email, Live Chat, Order tracking, Shopify , Drop Shipping| Shoe Brand – E commerce US based

March 2019 – September 2020

• Tracks orders and made sure the customer is provided with the tracking number.

-Answers customer queries about the status of an order, replacement, and refund

-Assist customers in real-time via chat support and made sure the account has been verified before providing any information to the customer

Residence Officer, Property Management |Concierge | Edmund Tie and Company Singapore

July 2017 - January 2019

• Assist the Residence Manager and ensure the efficient operations and management of the assigned Estate.

• Provide a high level of service and attend to residents needs/enquiries.

Subject-Matter-Expert (SME) | Chat Support, Phone Support| Convergys Philippines

May 2016 - July 2017

• support our front-liners through our chat tool according to the processes from the client

• provides resolution to real-time escalations from the agents

• facilitate new hire training and recursive

• mentor agents with the new processes and collaborate with the team leaders to make sure that their agents meet the KPI's

• assist with call listening or mock calls to help check if agents provide quality responses

• takes supervisory and escalated call

Technical Support Representative| Phone Support | Customer Service Representative

May 2014 - May 2016

Phone Support

• received calls for customer concerns about internet, cable, and phone issues

• escalate issues to technician's visit by booking the schedule

• handle billing queries, disputes, and process credits

Customer Service Representative | Convergys Philippines

April 2013 - January 2014

Sales Chat Support

• answer inquiries about the billing concerns and services provided

• process sales through the billing system

• troubleshoot internet and cable issues over chat