Hi, I’m
Dione Patricia Ajido Elinon
Support Ambassador
Quezon City
Summary
Dedicated and accomplished person, self-driven, can work effectively with cross-cultural teams without being micro-managed. Strong history of volunteer works with proven leadership skills. Knowledgeable in Microsoft Office, Powerpoint, CMS, Kronos and Avaya. Fast learner and can easily adopt, change and seek continuous knowledge especially in the field of technology, communication, and customer service. Excellent in oral and written communication skills. Willing to travel.
To work in professional environment providing the opportunity to make a strong contribution to organizational goals through continued enhancement of my communication and customer service expertise and in return will inspire me to be productive and motivated to pursue advance skills development benefiting both my company and career growth
Overview
18
years of professional experience
Work History
Radius (HSA BANK Account)
Customer Support Professional
11.2025 - Current
Job overview
- Provided exceptional phone and email support, building strong rapport with clients and maintaining positive relationships.
- Improved first-contact resolution rates by proactively sharing feedback with product development teams to address common issues experienced by customers.
- Established an internal database of common questions and answers which reduced response times significantly.
- Mentored junior team members through coaching sessions enhancing overall team performance.
- Provide information needed by the clients such as balance on the account, status of their debit card and bank account.
- Conducted regular reviews of support processes, identifying opportunities for continuous improvement and implementing changes as needed.
- Exceeded team KPIs consistently by efficiently managing time and prioritizing tasks effectively.
- Delivered personalized product recommendations based on client needs analysis, increasing upsell opportunities and revenue growth.
- Maintained high-quality standards with thorough follow-ups on resolved issues to ensure customer satisfaction.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
TDCX
Customer Support 2
05.2024 - 04.2025
Job overview
- Delivered exceptional phone and email support, fostering strong rapport with clients and sustaining positive relationships.
- Enhanced first-contact resolution rates by proactively sharing insights with product development teams to tackle common customer issues.
- Created internal database of common questions and answers, significantly reducing response times
- Guided junior team members through coaching sessions, elevating overall team performance.
- provide information required by clients such as balance on account status of debit card and bank account.
- Executed regular reviews of support processes, identifying opportunities for continuous improvement and implementing necessary changes.
- Surpassed team KPIs consistently through effective time management and prioritization of tasks.
- Provided tailored product recommendations driven by client needs analysis, enhancing upsell opportunities and revenue growth.
- Upheld high-quality standards through meticulous follow-ups on resolved issues to ensure customer satisfaction.
- Facilitated customer inquiries and concerns by gathering data, analyzing needs, evaluating potential resolutions, and implementing optimal solutions.
- Provided exceptional customer service by prioritizing emergency issues and implementing effective workarounds for rapid problem resolution.
Enshored
Chat and Email specialist
08.2022 - 01.2023
Job overview
- Handled incoming calls for prospective customers, responding to inquiries in a respectful manner and ensuring exceptional customer service standards.
- Offer prompt and knowledgeable telephone assistance to customers in addressing issues and responding to inquiries.
- guarantee favorable customer offerings via plan and/or equipment enhancements.
- Verify itinerary awareness for member and ensure all contact details on account reflect any necessary updates.
- executed promises and confirmed note placement on account.
- Guarantee swift resolution of customer concerns during initial interaction.
- Follow shift schedules and sustain satisfactory attendance levels.
- further tasks delegated by tm and/or sdm.
- Developed ongoing strategies to optimize for email performance and conversions.
- Ensured compliance with CAN-SPAM regulations through diligent list management and adherence to best practices.
GLOBAL PAYMENTS PROCESS CENTRE INC
Front Line Help Desk
02.2020 - 06.2021
Job overview
- Managed incoming calls from merchants and business owners, ensuring prompt responses to inquiries. Maintained high customer satisfaction through courteous communication and effective problem-solving.
- Deliver proficient and responsive telephone support and email to customers for problem resolution and inquiry management.
- Offer appealing options to customers through plan upgrades and equipment enhancements.
- validate thorough demonstration of lead savings presented to customer
- Facilitated agreements and confirmed note addition to account.
- Facilitate prompt resolution of customer issues during initial interaction.
- Adhere to shift schedules while maintaining consistent attendance compliance.
- additional responsibilities as assigned by tm and/or sdm.
WNS global services
Customer service associate
05.2019 - 01.2020
Job overview
- Rapidly and efficiently assess claims and facilitate fair settlement negotiations.
- Examine insurance form for accuracy and completeness
- review claim file and policy to determine coverage
- Deliver responsive and effective telephone support for problem resolution and customer inquiries.
- Facilitate prompt resolution of customer issues at first instance.
- Comply with shift schedule and uphold acceptable attendance standards.
- additional responsibilities as assigned by ti and /om
PROBE The next generation BPO
Telstra Billing and Collections
04.2017 - 03.2019
Job overview
- Managed inbound calls from prospective customers addressing inquiries regarding billing and account balances in a courteous and professional manner.
- responsible for executing outbound calls to customers with account balances to remind of outstanding amounts.
- responsible for collecting payments from customers with outstanding balances or offering convenient payment options.
- Facilitated payment plans for customers unable to pay full balance on account.
- Facilitate resolution of customer billing issues at first instance.
- Comply with shift schedules and uphold acceptable attendance standards.
- additional responsibilities as assigned by tm.
- Ensured upgrades offered with each plan to enhance customer satisfaction. Facilitated upselling by identifying suitable options for each client. Recommended appropriate upgrades based on individual customer needs. Promoted tailored plans to maximize value for clients.
TELETECH
CS email\chat
02.2014 - 07.2016
Job overview
- Response to email and chat query by providing tailor fit resolution to customer’s concern.
- Provide responsive and excellent support to customers through cha and email in the areas of problem solving and handling customers queries.
- Ensure that customers issues are resolved at the first instance.
- Adhere to shift schedule and maintain an acceptable attendance.
- Other duties as may be assigned by Tm and/or SDM.
CONVERGYS
CS and Billing
04.2011 - 11.2011
Job overview
- Handled incoming calls from prospective customers, providing prompt responses to inquiries regarding bills and balances in a courteous manner.
- Administer prompt and knowledgeable telephone assistance to customers in areas of issue resolution and inquiry handling.
- Facilitate immediate resolution of customer concerns upon initial interaction.
- Fulfilled customer promises while maintaining detailed notes on account
- Follow shift schedules while ensuring acceptable attendance levels are met.
- further tasks designated by tm and/or sdm
STREAM GLOBAL SERVICES
Senior Support Professional/ Associate Trainer
04.2009 - 02.2011
Job overview
- Deliver second-level support to internal and external customers and support professionals.
- offer guidance to support professionals and serve as escalation point in absence of team manager.
- Deliver responsive and proficient customer support in call center environment.
- Guarantee resolution of customer issues during initial contact.
- manage documents and extract information from call tracking database
- Initiate contact to promote and sell products or services as dictated by assigned queue.
- Delivered comprehensive product and process knowledge through regular updates and demonstrations. Learned and retained critical information to enhance overall understanding of offerings. Demonstrated expertise in products and processes to support client inquiries and training initiatives.
- deliver and surpass customer-specified service levels for handle time.
- Deliver new updates regarding account to support team.
- manage new wave and oversee team operations by auditing call metrics, monitoring schedules and attendance, and providing coaching.
- tagging and editing time cards of new wave.
- managing PST class in absence of available trainer
- Comply with shift schedules and uphold acceptable attendance standards.
- additional responsibilities as assigned by tm and/or sdm.
STREAM GLOBAL SERVICES
CS, Billing& Inbound Sales
11.2008 - 04.2009
Job overview
- Responsible for taking inbound calls for prospective customers, handling customer inquiries in a courteous and professional manner while providing the highest level of customer service.
- Provide responsive and competent telephone support to customers in the areas of problem solving and handling customer’s inquiries.
- Ensure that we offer a good deal for the customer such as upgrading their plan and/or equipment.
- Ensure that customer agrees and well informed about the offer.
- Upselling, make sure to offer an upgrade of the plan.
- SIRIUS satellite radio
SUTHERLAND GLOBAL SERVICES
Customer Service Retention
02.2008 - 09.2008
Job overview
- Responsible for taking inbound calls for prospective customers, handling customer inquiries in a courteous and professional manner while providing the highest level of customer service.
- Provide responsive and competent telephone support to customers in the areas of problem solving and handling customer’s inquiries.
- Ensure that we offer a good deal for the customer such as upgrading their plan and/or equipment.
- Ensure that lead saves offer has been very well presented to the customer.
- Processed what you have promised and make sure to place note on the account.
- Ensure that customers issues are resolved at the first instance.
- Adhere to shift schedules and maintain an acceptable attendance.
- Other duties as may be assigned by Tm and/or SDM.
- UOL Retention
Education
University of Laguna
from Computer Engineering Technology
01-2005
University Overview
Undergrad SY 2005
Adamson University
01-2003
University Overview
Secondary SY 2003
Malate Catholic School
01-1998
University Overview
Elementary SY 1998
Skills
Call center experience
Complaint handling
Typing speed
Customer service excellence
Data management
Customer success management
Inbound call answering
Remote support
Teamwork and collaboration
Multitasking
Help desk support
Friendly and patient
Customer service expert
Call management
Adaptability and flexibility
PERSONAL INFORMATION
- Birthdate: November 6, 1985
- Birth Place: Makati City
- Civil Status: Married
- Gender: Female
- Height: 5’4
- Citizenship: Filipino Religion: Roman Catholic
Timeline
Customer Support Professional
Radius (HSA BANK Account)
11.2025 - Current
Customer Support 2
TDCX
05.2024 - 04.2025
Chat and Email specialist
Enshored
08.2022 - 01.2023
Front Line Help Desk
GLOBAL PAYMENTS PROCESS CENTRE INC
02.2020 - 06.2021
Customer service associate
WNS global services
05.2019 - 01.2020
Telstra Billing and Collections
PROBE The next generation BPO
04.2017 - 03.2019
CS email\chat
TELETECH
02.2014 - 07.2016
CS and Billing
CONVERGYS
04.2011 - 11.2011
Senior Support Professional/ Associate Trainer
STREAM GLOBAL SERVICES
04.2009 - 02.2011
CS, Billing& Inbound Sales
STREAM GLOBAL SERVICES
11.2008 - 04.2009
Customer Service Retention
SUTHERLAND GLOBAL SERVICES
02.2008 - 09.2008
University of Laguna
from Computer Engineering Technology