LINKS
LinkedIn:
https://www.linkedin.com/i
n/monica-frances-dimatag…
SKILLS
CA
A MONI
AG
AT
ANCES DIM
5 Gemini Street,
Guadalupe Osmena
Village, Punta Princesa,
Cebu City, 6000,
Philippines
FR
monicafrancesdimatag-
CA
-
A MONI
CONTACTS
M
D
AG
T E C H N I C A L S U P P O R T R E P R E S E N TAT I V E
ANCES DIM
AT
MONICA FRANCES
D I M ATAG A
FR
ABOUT ME
Customer Service professional with history of exceeding customer expectations. Able to stay
calm and composed in stressful situations. Provided knowledge and effective communication
to increase customer satisfaction.
WORK EXPERIENCE
Technical Support Representative, Teleperformance Philippines- Telstra, 3rd Floor,
Insular Life Building, Cebu Business Park, Cebu City
Apr 2017 - Sep 2019
I am assigned specifically for Internet Broadband Connection. Basically we do troubleshootings
and escalating tickets to field technicians.
• Documented cases that necessitated referral to higher level of support after conducting
research and still being unable to resolve issues.
• Answered assistance requests from users and provided step-by-step instruction to resolve
issues.
• Provided positive customer support to difficult customer issues using de escalation methods
and by maintaining composure and patience.
• Regularly reported to customers regarding the progress and estimated times for resolving
their issues.
Typing proficiency
Resolutions Case Manager, TDCX Phillipines- Airbnb, 10F, HM Tower, W Geonzon St
Jun 2019 - May 2020
Recognized as one of the highest point of escalation in handling concerns related to
reservations and users profile. I handle cancellations, refunds, calendar and listing
management, pricing, review disputes, answering guests queries, optimization of Airbnb listing
to other booking platforms (HomeAway, VRBO, Booking.com) and setting up hosting
dashboards.
Hardware diagnosis
• Using a positive attitude at all times and responding quickly, resolved customer complaints,
concerns and other issues to their satisfaction.
Call center experience
• Responded to all calls and determined the problems that needed to be resolved by actively
listening and asking appropriate questions.
Computer proficiency
• Resolved guest complaints effectively and arranged for complimentary services to be
offered for any case that incurred hardship.
Customer Service
Troubleshooting proficiency
Critical thinking
Multi-Task Management
EDUCATION
High-energy attitude
High school diploma, University of San Carlos- South Campus-, J. Alcantara St, Cebu City, 6000 Cebu
2015
Customer Satisfaction
Technologically savvy
Creative Problem Solving
Time management skills
LANGUAGES
Filipino
Cebuano
English
PERSONAL
DETAILS
Date of birth
12/21/1997
Nationality
Filipino
Marital status
Single
REFERENCE
Charmae Danica Lerio
TDCX Phillipines
T:-
Bachelor of Science in Business Administration, Major in Marketing , University of
San Carlos- Main Campus, P. Del Rosario Street, Cebu City
Studied BSBA- Major in Marketing Management.
Second Year College
