DANA MONIZ LONZAGA
San Carlos City
Summary
Results-driven management professional with proven track record of fostering team collaboration and driving results. Consistently delivers on organizational goals through effective leadership and adaptability. Known for strong interpersonal skills and ability to manage changing priorities with ease.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Project Management Analyst
Accenture Inc
01.2024 - Current
- Developed comprehensive project documentation to ensure clear understanding of scope, objectives, and deliverables among all stakeholders.
- Optimized project outcomes by identifying risks early and implementing mitigation plans.
- Implemented continuous improvement initiatives by analyzing past project performance data and incorporating lessons learned into future projects.
- Delivered high-quality audit reports by ensuring all findings were supported by sufficient evidence and presented in a clear, concise manner (IS014001 and ISO45001 Internal Auditor)
- Assisted with internal and external audits to confirm compliance with applicable laws and regulations.
- Collaborated with cross-functional teams to address compliance concerns, fostering a culture of shared responsibility.
- Established strong relationships with stakeholders, ensuring clear communication channels and managing expectations throughout the project duration.
Escalations Manager
Bruntwork
11.2022 - 01.2024
- Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
- Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.
- Streamlined escalation processes for quicker issue resolution and improved customer experience.
- Implemented new training programs to equip team members with skills necessary for handling challenging situations effectively.
Master Coaching Mentor
Ubiquity Global Services
07.2022 - 09.2022
- Assisted Operations in employee development by focusing on bottom performers and guiding them toward achieving their KPIs, particularly in Quality and CSAT.
- Guided the development of Team Leads by providing real-time feedback during triad sessions and by observing manager-led triads with their Team Leads.
- Identified a Coaching Champion per program to serve as a benchmark for coaching session best practices across all Team Leads.
Cold Caller and Customer Service Support
Independent Contractor
03.2022 - 06.2022
- Increased client interest by consistently delivering persuasive cold call scripts tailored to individual prospects.
- Achieved daily call quotas by diligently managing time and prioritizing tasks for maximum efficiency.
- Reduced lead response times through prompt follow-up activities, increasing the likelihood of converting prospects into clients.
HR Analyst
Accenture Inc.
08.2021 - 03.2022
- Maintained human resources information system and kept employee files up to date and accurate.
- Supported HR functions with emphasis on record keeping, data entry, and general HR tasks.
- Handled employee inquiries and complaints regarding policy and benefits issues.
- Explained employee compensation, benefits, schedules, working conditions, and promotion opportunities.
- Supported managers in addressing employee concerns, fostering positive workplace relationships.
- Facilitated open communication channels between employees and management, resolving conflicts swiftly when needed.
Customer Service Team Leader
Accenture Inc.
10.2019 - 08.2021
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Implemented quality assurance measures to maintain consistency in customer interactions and service delivery.
- Coordinated cross-functional teams to deliver exceptional customer service in a fast-paced environment.
Vendor Quality Junior Analyst
Accenture Inc.
04.2018 - 10.2019
- Evaluates vendor's operations and products for compliance with company quality standards
- Identifies and resolves vendor quality issues
- Generates and reviews vendor quality control plans, audits, metrics, testing and specifications
- Strengthened vendor relationships by maintaining open communication and promptly addressing any concerns or issues.
Tier 2 Technical Support Representative
Accenture Inc.
03.2016 - 04.2018
- Achieved high levels of customer satisfaction through empathetic listening and timely follow-ups on escalated cases.
- Boosted team performance by sharing technical knowledge and providing mentorship to junior technicians.
- Reduced call handling time by developing a comprehensive database of common troubleshooting steps.
- Delivered remote assistance for software installation, hardware configuration, network setups, and device troubleshooting tasks.
Credit and Collections Team Captain
Accenture Inc.
11.2013 - 03.2016
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Supported senior analysts with ad-hoc data analysis requests, ensuring accurate results were delivered in a timely manner.
- Participated in special projects as assigned by senior leadership team members while maintaining core responsibilities as Junior Analyst.
Technical Support and Customer Service
Accenture Inc.
08.2010 - 11.2013
- Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems
- Troubleshoot basic and routine agent issues that are technical in nature, including hardware, software, networking, or other designated client products
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
Expedia Customer Service Representative
Teleperformance
03.2010 - 07.2010
- Plan and sell transportations, accommodations, insurance and other travel services
- Book transportation, make hotel reservations and collect payment/fees
- Use promotional techniques and prepare promotional materials to sell itinerary tour packages
Education
Bachelor's Degree - Psychology
University of Negros Occidental - Recoletos
03-2010
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
- Assertiveness
- Complaint handling
- Training and mentoring
- Staff development
- Project planning and development
- Decision-making
- Quality assurance
- Data analysis
- Advanced problem solving
- Coaching and mentoring
- Relationship building
- Project planning
- Design thinking
- Data-driven decision making
- Photo and video editing
- Content creation
Languages
Filipino
English
Cebuano
Ilonggo
Personality
ENFJ, Technician
Personal Information
Nationality: Filipino
Hobbies and Interests
- Reading John Maxwell books
- Mobile Photography
- Listening to podcasts
- Creating Art Crafts and DIYs
Examinations
Philippine Civil Service Exam, 2017
Certification
- DOLE Prescribed Standard First Aid and Basic Life Support Training from Synerquest | July 22-25, 2024
- DOLE Basic Occupational Safety & Health (BOSH)
with Train the Trainers from Synerquest | October 7-11, 2024 - ISO 14001:2015 Environmental Management Systems Internal Audit Course from SGS Academy | July 18-19,2024
Timeline
Project Management Analyst
Accenture Inc
01.2024 - Current
Escalations Manager
Bruntwork
11.2022 - 01.2024
Master Coaching Mentor
Ubiquity Global Services
07.2022 - 09.2022
Cold Caller and Customer Service Support
Independent Contractor
03.2022 - 06.2022
HR Analyst
Accenture Inc.
08.2021 - 03.2022
Customer Service Team Leader
Accenture Inc.
10.2019 - 08.2021
Vendor Quality Junior Analyst
Accenture Inc.
04.2018 - 10.2019
Tier 2 Technical Support Representative
Accenture Inc.
03.2016 - 04.2018
Credit and Collections Team Captain
Accenture Inc.
11.2013 - 03.2016
Technical Support and Customer Service
Accenture Inc.
08.2010 - 11.2013
Expedia Customer Service Representative
Teleperformance
03.2010 - 07.2010
Bachelor's Degree - Psychology
University of Negros Occidental - Recoletos
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