DIONA MAE OBAOB
Cebu City,Cebu
Summary
Customer-focused BPO professional with 9+ years of experience in customer service, product training, and team leadership within a high-volume telecommunications environment. Experienced in coaching and developing employees, managing performance, resolving complex customer concerns, and driving key performance metrics. Adaptable, results-oriented, and committed to delivering excellent customer experience and team performance.
Overview
10
10
years of professional experience
Work History
Team Leader
Avalon Care
07.2024 - 09.2026
- Lead and coach a team of Customer Service Representatives in a high-volume telecommunications account.
- Monitor and manage key performance indicators including CSAT, AHT, quality, attendance, and issue resolution.
- Conduct regular coaching sessions and performance discussions to improve individual and team results.
- Handle escalations and complex customer concerns while ensuring adherence to company and client policies.
- Facilitate team meetings, huddles, performance updates, and engagement activities.
Product Trainer
Sprint/T-Mobile/Comcast
09.2021 - 07.2024
- Facilitated learning activities, assessments, and knowledge reinforcement.
- Supported employees in developing product knowledge, customer service skills, and troubleshooting capabilities.
- Collaborated with team members to achieve target results.
- Identified issues, analysed information and provided solutions to problems.
Customer Service Representative
Sprint/T-Mobile
02.2017 - 09.2021
- Assisted customers with telecommunications products, services, billing, and technical concerns.
- Resolved customer issues while maintaining service quality and customer satisfaction.
- Built rapport with customers through courteous and professional communications.
Education
DPE-Diploma - Professional Education
CEBU TECHNOLOGICAL UNIVERSITY- MAIN
BSBA - Marketing Management
University of San Jose-Recoletos
Secondary School -
Guiuhulngan National Highschool- Hilaitan
Primary School -
Basak Elementary School
Skills
- Active Listening
- Motivation
- Creativity
- Computer-Literacy
- Organization and time Management
- Adaptability & Flexibility
- Leadership & Teamwork
- Customer service
- Team meetings
Timeline
Team Leader
Avalon Care
07.2024 - 09.2026
Product Trainer
Sprint/T-Mobile/Comcast
09.2021 - 07.2024
Customer Service Representative
Sprint/T-Mobile
02.2017 - 09.2021
DPE-Diploma - Professional Education
CEBU TECHNOLOGICAL UNIVERSITY- MAIN
BSBA - Marketing Management
University of San Jose-Recoletos
Secondary School -
Guiuhulngan National Highschool- Hilaitan
Primary School -
Basak Elementary School