DIANNE KENNETH GAMIAO
Taguig, Metro Manila
Summary
Dynamic Senior CSR with a proven track record at Accenture, excelling in training and mentoring, and demonstrating strong interpersonal skills. Spearheaded innovative team engagement initiatives and significantly enhanced customer satisfaction through first-call resolution. Expert in cross-training, with a knack for exceeding performance metrics and fostering community awareness.
Professional customer service expert adept at delivering exceptional client experiences and resolving challenging issues. Proven track record of supporting team success and flexibility in dynamic environments. Known for strong communication skills and reliability.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior CSR
Accenture
10.2018 - 10.2023
- Implemented fun engagement for the team to continuously drive motivation towards work. Using different indoor fun games like "Friday Fun Day" .
- Consistently joined company program to expand my network and learn from them to enhance my work experience and share it to my team.
- Met and exceeded monthly performance metrics; attendance, quality score, and task deliverables.
- Conducted "meet and greet" session from my LANGUAGE and CULTURE COMMUNITY group to raise the awareness of Spanish, Korea and Japan community in the company that helps people to learn the language they chose without paying extra.
- Regular performance evaluation from the team members to identify areas of improvement and recommending targeted coaching plans.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner. By following the "FCS" first call solution method.
- Cross-trained and backed up other customer service managers.
Education
Bachelor of Science - Nursing
PERPETUAL HELP COLLEGE OF MANILA
Manila, Metro Manila, Philippines10-2008
Skills
- Training and mentoring
- Call center experience
- Reporting and analysis
- Documentation
- Sales expertise
- Product and service solutions
- Executive management support
- Strong interpersonal skills
- Time management abilities
- Professionalism
Certification
- [Six Sigma] [Accenture] [2023]
Timeline
Senior CSR
Accenture
10.2018 - 10.2023
Bachelor of Science - Nursing
PERPETUAL HELP COLLEGE OF MANILA
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