MINERVA DIÑO
CUSTOMER SERVICE SUPPORT
PROFILE
I am an experienced customer
service representative for over 10
years for both voice and email
support positions. Multitasking
and problem-solving are my
expertise.
EDUCATION HISTORY
POLYTECHNIC UNIVERSITY OF
THE PHILIPPINES
AB Filipino Minor in Mass
Communication, 2003
Member, Theater Club
Member, Student Catholic
Action
CONTACT INFO
Email:-Skype: live:.cid.56667faed12610db
Whatsapp: -
SKILLS
Proficient with GSuites
(Chrome, Drive, Docs,
Spreadsheets, and Calendar)
and MS Office
Experienced using Slack ,
Shopify, Freshdesk, and
Canva
Background in travel account
which includes booking
flights.
Background in retail account
and E-commerce which deals
with product inquiries and
after-sales support such as
checking order status,
tracking orders, returns,
replacements, and refunds.
Detail-oriented
Excellent problem-solver
Social media management
and moderator (creating
feeds and replying to
comments and DMs on social
media platforms)
Lead generation
CAREER SUMMARY
LOGISTICS LLC
Email Support (part-time)
March - April
After-sales customer support (checking
order status, track orders, returns, and
refunds)
Social media management (created and
posted feeds and stories on IG;
answered comments and DMs)
Lead generation (Tiktok and IG
influencers to promote products).
24/7 INTOUCH
Customer Service Representative (voice
and email)
June 10, 2019 – October 18, 2019
Handled a Retail Account
Order entry and track orders
Answered general inquiries over the
phone and via email
Processed returns and warranty claims.
SITEL PHILIPPINES
Online Guest Services (Email Support)
September 25, 2015 – December 20, 2018
Handled an Airline Account
Answered guests’ emails inquiring
about their flights or bookings.
Processed changes and cancellation of
the guest’s bookings.
Processed disputes and refunds.
Created travel insurance letters for the
guests due to disruptions.
TELETECH
Customer Service Representative
March 18, 2014 – July 1, 2015
Handled Financial Account – checking
and savings accounts.
Analyzed the clients' transactions and
communicated the fees incurred.
Processed disputes for transactions
and fees on the account.
VXI PHILIPPINES
Customer Service Representative
March 6, 2012 – January 21, 2014
Handled sending, receiving and
changing transactions for Money
Transfer or Financial Account.
WIPRO BPO
Associate /Customer Service
Representative
November 25, 2010 – October 2, 2011
Handled billing account for postpaid
telecom.
Processed disputes and collect
payments.
Handled back office/offline work.
SYKES MARKETING SERVICES, INC. (ICT
LEGACY)
Quality Assurance Monitor
July 5, 2007 – August 20, 2010
Handled prepaid telecom account.
Monitored calls and provided feedback
to advisers/agents.
Facilitated and attended calibrations
with clients, team leaders, trainers and
agents. Assessed customers’ actual
survey and provided feedback to the
advisers/agents.
SITEL CUSTOMER CARE PHILIPPINES
Customer Care Associate
March 2006 – June 2006
Handled Sales account – business
credit card acquisition.
INFLUENT PHILIPPINES, INC.
Customer Care Representative
October 2004 – June 2005
Handled Sales account – credit card
acquisition and accident insurance
policy.
