Shina Fatima Dio

SHINA FATIMA D. DIO PROFESSIONAL SUMMARY Resourceful customer service and travel industry professional with 4+ years of experience in BPO operations, specializing in retention, billing, escalation management, and travel support. Proven track record of boosting customer satisfaction, streamlining processes, and exceeding performance metrics in fast-paced environments. Adept at balancing client needs with company goals, resolving complex concerns, and building lasting relationships. Recognized for adaptability, clear communication, and the ability to deliver results under pressure while maintaining accuracy and compliance. CORE SKILLS PROFESSIONAL EXPERIENCE • Customer Service & Support (Voice, Email, Chat) Escalation Handling & • Handle customers’ account inquiries, service balance Conflict Resolution Compliance & • Promote services to improve customer loyalty and Customer Support • Sales Consultation & Cross-Selling Process adjustments, and retention offers. reduce churn. • Travel Booking & Itinerary Assistance • Cebu Exchange Tower – Cebu City, Philippines | 2024 – 2025 • Retention & Billing Management • Retention and Billing Officer Quality Teleperformance PHIC – IT Park Lahug, Cebu City | 2024 • Managed customer queries via voice, email, and Assurance inbound calls for travel-related concerns and itinerary • Data Entry & Reporting changes. • Team Collaboration & Training Support Thrives • Provided publishing consultations to authors and under pressure and meets • Highly organized with strong attention to detail. Quick learner and adaptable to changing environments. • Strong managed book publishing projects. • deadlines. • Author Solutions Philippines – IT Park Lahug, Cebu City | 2023 STRENGTHS • Sales Consultant interpersonal Handled sales presentations and follow-ups for inbound and outbound leads. Subject Matter Euxpert / Escalation Support Wipro Ltd. – Gagfa Mabolo, Cebu City | 2022 • Delivered expert-level support for escalated customer cases. skills, positive customer relationships. fostering • Trained and assisted new agents, ensuring adherence to processes and quality standards. Customer Support Teleperformance PHIC – IT Park Lahug, Cebu City | 2021 – 2022 • Provided travel customer service for 14 months, handling inquiries, bookings, and issue resolution.