Dinah Gift David
General Virtual Assistant | Executive Virtual Assistant
General Mariano Alvarez, Cavite
Summary
Senior Process Executive experienced in balancing customer service and support objectives with innovative process improvement and execution. Skilled in Project coordination, Social Media content moderation, research, and aggregating data insights. Client-focused and solutions-oriented with strong analytical mindset to deliver product value proposition.
Overview
12
12
years of professional experience
2
2
Languages
Work History
Senior Process Executive
Cognizant Technology Solutions
BGC, Taguig
07.2016 - Current
- Investigated basic issues and escalated more complicated concerns.
- Determined change management needs and defined behaviors for effective program management.
- Apply problem-solving skills to resolve customer inquiries and disputes, and escalate using appropriate channels when necessary.
- Leveraged automation tools and techniques to manage data, optimize workflow and increase efficiency.
- Coordinated multi-team process initialization, reducing associated redundancies and dependencies.
- Provided industry-leading customer service, solved 75 cases per day resulting in a 90% customer satisfaction score.
Technical Consultant
Sutherland Global Services
Carmona, Cavite
08.2015 - 07.2016
- Analyzed client business processes to propose optimal software applications for unique requirements.
- Troubleshot systems comprised of security alarms and Internet connectivity.
- Enhanced and reconstructed computer systems to increase efficiency.
- Educated customers on data protection tactics to reduce breaches.
- Proactively managed and resolved customer concerns resulting in a high satisfaction rating.
Customer Service Representative
24/7 Customer Philippines, Inc.
Makati, Metro Manila
08.2013 - 06.2015
- Responded to customer requests for products, services and company information.
- Answered customer telephone calls regarding product and service questions, suggesting other offerings to attract potential customers promptly to avoid on-hold wait times.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Sales and Service Expert
Sykes Asia Inc.
Makati, Metro Manila
01.2011 - 08.2013
- Handled calls promptly and with courteous professionalism.
- Developed technical and mechanical proficiency to assist customers and field staff with service issues.
- Offered knowledgeable insight into available products and services as well as competitor activities to help consumers make informed decisions.
- Troubleshot sales and service operations to increase profitability and bring positive organizational change.
- Processed orders, service requests and applied information to customers.
- Completed call documentation while speaking with customers.
- Kept senior managers informed about sales activities, current inventory and other metrics via timely reports.
Customer Professional 1
Stream Global Services
Makati, Metro Manila
07.2010 - 01.2011
- Worked with customers to understand needs and provide excellent service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Identified issues, analyzed information and provided solutions to problems.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Resolved problems, improved operations and provided exceptional service.
Education
Bachelor of Science - Nursing
Emilio Aguinaldo College
Manila, Metro Manila, Philippines 05.2001 -
Bachelor of Science - Nursing
Manila Doctors College
Pasay, Metro Manila, Philippines 05.2001 -
High School Diploma -
Blessed Elena Academy
Pasay, Metro Manila, Philippines 05.2001 -
Skills
Account management
Creative problem solving
Technical Support
Complaint resolution
Technology Skills
Remote Collaboration Tools:
- Google Chat, Hangouts, Messenger, Zoom, etc.
Document Software:
- Microsoft Office (Word, Excel, PowerPoint)
- Google Suite (Docs, Sheets, Slides, Drive)
Additional Information
References available upon request.
Timeline
Senior Process Executive
Cognizant Technology Solutions
07.2016 - Current
Technical Consultant
Sutherland Global Services
08.2015 - 07.2016
Customer Service Representative
24/7 Customer Philippines, Inc.
08.2013 - 06.2015
Customer Sales and Service Expert
Sykes Asia Inc.
01.2011 - 08.2013
Customer Professional 1
Stream Global Services
07.2010 - 01.2011
Bachelor of Science - Nursing
Emilio Aguinaldo College
05.2001 -
Bachelor of Science - Nursing
Manila Doctors College
05.2001 -
High School Diploma -
Blessed Elena Academy
05.2001 -