DAISY ROSE DEGAMO
Lapu-Lapu City
Summary
I am proactive and a goal-oriented professional with excellent customer service and problem-solving skills. I am reliable and adaptable, with swift capacity to learn and apply new skills; committed to leveraging these qualities to drive team success and contribute to organizational growth.
I demonstrate strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. I strive to bring positive attitude and commitment to continuous learning and growth; and I am eager to contribute to team success and further develop my professional skills.
Overview
17
17
years of professional experience
Work History
Customer Ambassador, HV Freelancer Support
Freelancer (Upwork)
05.2018 - 10.2024
- Assisted users through chat and ticket/email support by addressing their account-related concerns, including withdrawals, account status, and verification. Additionally, provides education on relevant processes and policies to enhance user understanding.
- Educated freelancers on strategies to enhance their profile visibility, helping them find job opportunities that align with their expertise and increasing their chances of being interviewed and hired.
- Collaborated with cross-functional teams to swiftly resolve issues beyond immediate scope, ensuring timely solutions for users.
- Delivered good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude even in the most challenging situations.
Video Verification Analyst
Freelancer (Upwork)
04.2017 - 05.2018
- Delivered customer support to freelancers utilizing the Upwork platform.
- Streamlined the verification process for improved efficiency and reduced turnaround times.
- Assisted in developing comprehensive training materials for new hires, ensuring consistent quality across the team.
- Established strong relationships with freelancers by providing exceptional customer service during the video verification process.
- Improved internal communication by providing clear and concise updates on verification status.
- Conducted thorough research to validate the authenticity of of the person on video call, ensuring compliance with the company's standards.
Learning & Development Administrator
TeleTech (now TTEC)
07.2013 - 12.2016
- Communicated all learning and performance objectives, schedules, and training assessments to upper management and the training team.
- Improved overall project efficiency by setting clear goals, milestones, and expectations for the training team.
- Conducted orientation sessions for new hires.
- Fosters strong professional relationships with internal clients across various regions, including the Philippines, the US, and LATAM, by ensuring prompt responses to emails, chats, and calls, while consistently delivering accurate and high-quality results.
- Empowered to review training supply requests for all five programs across three sites, ensuring accuracy and cost-effectiveness before entering procurement into the internal company tool, thereby contributing to expense savings.
Customer Service/Technical Support Advisor
TeleTech (now TTEC)
11.2010 - 02.2013
- Account/Program: Barnes & Noble
- Voice/call Support (November 2010 - January 2011)
- Email Support (February 2011 - February 2013)
- Streamlined support ticket handling process for faster response times and higher customer satisfaction levels.
- Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
- Diagnosed and troubleshoot hardware, software and network issues.
- Maintained expert-level knowledge of company products to provide accurate information to customers during support calls or emails.
Customer Service/Financial Advisor
EPERFORMAX Contact Center
01.2008 - 04.2010
- Account/Program: Washington Mutual / JP Morgan Chase
- Responsible for addressing customer inquiries related to credit cards, including providing current due amounts, calculating approximate payoff balances, and explaining changes to terms and conditions.
- Proactively addressed potential escalations from dissatisfied customers by presenting all available options, enhancing analytical skills in professional decision-making while demonstrating empathy.
- Increased customers satisfaction by providing personalized financial advice to enhance financial stability and improve their credit score; facilitated balance transfers tailored to client requests.
- Developed personal rapport with customers to maintain loyalty and establish long-term accounts.
- Ensured compliance with industry regulations and company policies while serving customer's best interests.
- Collaborated with team members to streamline processes and improve overall customer experience.
Education
Bachelor of Science - Information Technology
ASIAN COLLEGE OF TECHNOLOGY
Cebu City, CebuBachelor of Secondary Education - English
UNIVERSITY OF CEBU – BANILAD
Cebu City, CebuSkills
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Customer Engagement
- Email Support
- Data Entry
- Product Knowledge
- Research and analysis
- Training Administration
- Communication
References
- Mary Grace Deang, Supervisor, deanggracie@gmail.com
- Aris Michael Ramos, Senior Agent, arismichael.ramos@gmail.com
- Bryan Amper, Colleague, bryanamper1@gmail.com
Timeline
Customer Ambassador, HV Freelancer Support
Freelancer (Upwork)
05.2018 - 10.2024
Video Verification Analyst
Freelancer (Upwork)
04.2017 - 05.2018
Learning & Development Administrator
TeleTech (now TTEC)
07.2013 - 12.2016
Customer Service/Technical Support Advisor
TeleTech (now TTEC)
11.2010 - 02.2013
Customer Service/Financial Advisor
EPERFORMAX Contact Center
01.2008 - 04.2010
Bachelor of Science - Information Technology
ASIAN COLLEGE OF TECHNOLOGY
Bachelor of Secondary Education - English
UNIVERSITY OF CEBU – BANILAD
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