Kimberly Diaz
Iloilo City, Province Of Iloilo
Summary
Accomplished Operations Analyst and Customer Service Advocate with a proven track record at Global Business Power Corporation and Verizon. Expert in process optimization and complaint handling, enhancing operational efficiency and customer satisfaction. Skilled in Microsoft Office Suite and adept at managing high-stress situations, significantly improving project delivery and client loyalty.
Overview
5
5
years of professional experience
Work History
Operation Execution Officer
ICTSI-VCT
04.2024 - Current
- Ensure that the planned activities are safely and correctly executed on the quayside.
- Facilitate gang and vessel movements by coordinating with dispatchers, Harbor Pilots, and Berth Planning & Equipment team.
- Coordinate with Engineering for repairs needed on malfunctioning cranes.
- Oversee all Vessel Officers on duty and resolve all issues escalated.
- Conduct toolbox meetings or refresher courses to quayside personnel for alignment and cascading of updated procedures and proper protocols.
- Oversee and provide recommendations for all construction/repair activities for quayside improvement.
Customer Service Advocate
Verizon
07.2022 - 04.2024
- Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
Operations Analyst
Global Business Power Corporation
04.2021 - 05.2022
- Optimized operational efficiency by analyzing and streamlining processes.
- Created custom reports and visualizations to support decision-making processes.
- Collaborated with cross-functional teams to develop comprehensive project plans, ensuring timely delivery of key milestones.
Customer Service Representative
Hinduja Global Solutions, HGS
05.2020 - 04.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Project Planner, Design & Implementation
Gateway 21-25 Consecutive Corp,
08.2019 - 02.2020
Education
Bachelor of Science - Mechanical Engineering
Western Institute of Technology
Iloilo City 04-2019
Skills
- Call center experience
- Data entry
- Administrative support
- Data collection
- Complaint handling
- Technical support
- Technical troubleshooting
- Multi-line phone talent
- Escalation management
- Process optimization
Timeline
Operation Execution Officer
ICTSI-VCT
04.2024 - Current
Customer Service Advocate
Verizon
07.2022 - 04.2024
Operations Analyst
Global Business Power Corporation
04.2021 - 05.2022
Customer Service Representative
Hinduja Global Solutions, HGS
05.2020 - 04.2021
Project Planner, Design & Implementation
Gateway 21-25 Consecutive Corp,
08.2019 - 02.2020
Bachelor of Science - Mechanical Engineering
Western Institute of Technology
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