DIANNE TIFFANY T. TICAR
Email Address:-Skype:-Zoom:-
PROFILE
I have 7 years of experience in customer service field. I always aim to deliver extraordinary
results by having sense of urgency on my task, focus on my priorities and can-do multi-tasking
with quality performance. I am efficient when it comes to satisfying customer and I have
knowledge on technical troubleshooting. I am flexible and always deliver what I committed. My
goal is to ensure that in every customer interaction, I aced customer satisfaction and that will
lead to customer retention. I am committed and adherent to the processes. Also, very much
willing to undergo training and eager to learn new ideas and tools.
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
Chat Support
- answer inquiries about the billing concerns and services provided
- process sales through the billing system
- troubleshoot internet and cable issues over chat
Tools and Processes I've used and learned:
*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 tool.
*GOOGLE DRIVE -Creating spreadsheets for tracking and Also using Docs to make process
documents.
*ALIEXPRESS - third-party website we used for dropshipping.
*GORGIAS - used for communicating with customers via Email
*TRELLO – file management
*ZENDESK – email and chat support tool.
EDUCATIONAL BACKGROUND
Institution Name: COLEGIO SAN AGUSTIN
Location: North Drive, Bacolod, Philippines
Graduation: (April 2013)
Field of Study: BACHELOR OF SCIENCE IN COMPUTER ENGINEERING
Institution Name: STI WEST NEGROS UNIVERSITY
Location: Bacolod, Philippines
Graduation: (March 2016)
Field of Study: TEACHER’S CERTIFICATION PROGRAM
*************SOME OTHER FACTS ABOUT ME********************
- I know how important it is to meet deadlines
- I can work 8 hours per day or more
- I have a positive outlook in life, very motivated and outgoing
- I am very organized and keen to details.
- I possess excellent communication skills and very fluent in English (verbal and written).
- I have excellent skills in Microsoft applications.
- I have a reliable internet connection
