Kimberly Diaz
International Container Terminal Services Inc.
Iloilo City, Province Of Iloilo
5
years of professional experience
Results-driven professional with a proven track record in customer service and operational efficiency. Skilled in problem-solving, attention to detail, and effective communication, ready to enhance service delivery and operational performance.
Work History
Operation Capability Building and Development Head
6 MonthsPlanning Operations Head
11 Months- Coordinated daily operations to optimize terminal efficiency and service delivery.
- Implemented process improvements to enhance cargo handling and reduce turnaround times.
- Monitored compliance with safety regulations, ensuring adherence across all operational activities.
- Trained new staff on standard operating procedures and best practices for terminal operations.
- Analyzed operational data to identify trends and recommend actionable solutions for performance improvement.
- Collaborated with cross-functional teams to streamline workflows and enhance communication channels.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Directed initiatives to improve work environment, company culture or overall business strategy.
Operations Execution Officer II
8 Months- Coordinated container handling operations to optimize workflow efficiency.
- Monitored equipment performance, ensuring compliance with safety standards.
- Implemented process improvements that enhanced vessel operations loading and unloading times.
- Collaborated with team members to troubleshoot operational issues promptly.
Customer Service Representative
1 Year 11 Months- Responded to customer inquiries via phone call providing timely solutions to enhance satisfaction.
- Assisted customers in troubleshooting technical issues related to Verizon products and services, improving resolution rates.
- 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.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Customer Care Representative
1 Year- Resolved customer inquiries through multiple communication channels, ensuring clarity and satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Met customer call guidelines for service levels, handle time and productivity.
- Managed high call volume with exceptional professionalism and efficiency.
Education
Bachelor of Science - Mechanical Engineering
Skills
Customer service
Teamwork and collaboration
Attention to detail
Flexible and adaptable
Multitasking
Excellent communication
Critical thinking
Computer skills
Organizational skills
Decision-making
Problem resolution
Verbal communication
Problem-solving
Timeline
Operation Capability Building and Development Head
International Container Terminal Services Inc.
01.2026 - CurrentRead More
Planning Operations Head
International Container Terminal Services Inc.
01.2025 - 12.2025Read More
Operations Execution Officer II
International Container Terminal Services Inc.
04.2024 - 12.2024Read More
Customer Service Representative
Verizon
05.2022 - 04.2024Read More
Customer Care Representative
Hinduja Global Solutions
02.2021 - 02.2022Read More
Western Institute of Technology
Bachelor of Science from Mechanical Engineering
Read More