Maria Lourdes Dizon
Technical Writer
Taguig City
Summary
Results-oriented writing professional with experience preparing concise and accurate technical documents. Expert at delivering high-quality work within tight deadlines. Talented individual collaborates with cross-functional teams for accuracy and clarity of technical content.
Overview
17
17
years of professional experience
3
3
Languages
4
4
years of post-secondary education
Work History
Technical Writer
Foundever (Sykes)
Taguig City
11.2021 - Current
- Creates and maintains troubleshooting articles, how-to, manuals, and process documents
- Manages over 5 products agent facing knowledge bases and customer facing help articles
- Works on and updates agent announcements related to emerging issues, process changes, and new launches
- Responds to reported content feedback from various stakeholders
- Partnered with Content Strategists, Products Specialist/Managers, Product Engineers, and Legal Counsels in developing and improving contents
- Syncs and coordinates with cross-functional teams and stakeholders
- Audited and scoped content database to ensure consistency and accuracy
- Researches and performs testing to validate accuracy of troubleshooting steps.
- Maintained consistency across company documents by adhering to established style guidelines and templates
- Coordinated with subject matter experts to ensure accuracy of technical content in documentation projects
- Implemented feedback from end-users to continuously improve quality and effectiveness of documentation materials
- Proved successful working within tight deadlines and fast-paced environment
- Proofread copy written by colleagues to correct spelling, punctuation, and grammar
VOC Analyst Intern
Foundever (Sykes)
Taguig
04.2021 - 11.2021
- Created and maintained Key Performance Indicators dashboards
- Prepared and managed performance reports for Social Media leads and client requested documentations
- Collected and analyzed over 100 data (Customer Satisfaction surveys and Service Level Agreement) to identify behaviors, trends, and provide smart action plans
- Collaborated with Social Media leads, Quality Specialists, Subject Matter Experts, and Workforce to mitigate performance gaps
- Participated in regular meetings with stakeholders, ensuring alignment on project objectives and requirements
- Managed multiple priorities simultaneously, demonstrating strong organizational abilities under tight deadlines
- Assisted in preparation of comprehensive reports, leading to informed business decisions
Social Media Specialist
Foundever (Sykes)
Taguig
08.2020 - 04.2021
- Answered over 50 customer product inquiries and provided troubleshooting solutions through social channels, like Facebook, Twitter, Instagram, Reddit, and Mobile Application Reviews
- Triaged social media engagements for multiple hardware care products
- Built and maintained positive relationships with customers by answering questions in a timely manner
- Monitored social media engagements and escalated issues to Social Media leads related to privacy, safety, and legal.
- Upheld a consistent brand voice across all channels, tailoring messaging to align with specific platform demographics while maintaining overall company identity
Technical Support Specialist
Foundever (Sykes)
Taguig
09.2019 - 08.2020
- Responded promptly to over 60 customer inquiries through various channels, including email, phone, and live chat, while ensuring a high level of customer satisfaction
- Effectively communicated technical solutions to both technical and non-technical audiences, guiding customers through step-by-step resolutions
- Stay updated on the latest features, updates, and best practices related to Google Nest products to provide accurate and up-to-date technical assistance.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding
Team Leader
Convergys
Quezon City
03.2013 - 01.2018
- March 2013 to October 2015: Email Team for DirecTV Digital Care
- October 2015 to February 2016: Chat Team for DirecTV
- March 2016 to December 2016: Pioneer Chat Team for AT&T Entertainment Group ISM Sales and Services
- January 2017 to January 2018: Voice Team for AT&T Special Projects
- Implemented employee recognition programs that boosted morale and increased retention rates within team
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly
- Established clear communication channels that ensured timely exchange of information between team members and stakeholders
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations
Floor Support
Convergys
Quezon City
09.2011 - 03.2013
- On-boarded over 10 newly hired Email Support agents for DirecTV
- Facilitated skill transfers, training, and coaching Email Support agents
- Attended weekly calibration sessions with Quality team and clients
- Proofread and approved email responses
- Assisted Email Support agents resolve complex customer queries.
- Documented information gathered and uploaded data to company database for efficient processing using CRM tools.
Customer Service and Sales Representative
Convergys
Quezon City
05.2007 - 09.2011
- Responded promptly to over 60 customer inquiries and concerns via phone and email
- Connected with customers to understand their needs and provided relevant information about available products and services to achieve customer satisfaction
- Provided factual information and handled customer account information with integrity and professionalism.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations
- Used ticketing systems to manage and process support actions and requests
Education
Bachelor of Science - Financial Management Accounting
Tarlac State University
Tarlac City, Province Of Tarlac, Philippines 06.2003 - 04.2007
Skills
Google Workspace
undefinedAwards
- Top 1 Help Center Writer Google DSCC 2024
- Top Team Lead AT&T Entertainment Group ISM Sales and Services May 2016
- Top Team Lead DirecTV Digital Care December 2015
- Top Team Lead DirecTV Digital Care July to September 2015
- Top Team Lead DirecTV Digital Care April to June 2015
- Top Team Lead DirecTV Digital Care January to March 2015
- Top Team Lead DirecTV Digital Care July to September 2014
- Top Team Lead DirecTV Digital Care April to June 2014
- Highest Score awardee for Wave 155 of Team Lead Onboarding Program May 2013
- Top Agent DirecTV Digital Care April to May 2012
- Top Agent DirecTV December 2011
Timeline
Technical Writer
Foundever (Sykes)
11.2021 - Current
VOC Analyst Intern
Foundever (Sykes)
04.2021 - 11.2021
Social Media Specialist
Foundever (Sykes)
08.2020 - 04.2021
Technical Support Specialist
Foundever (Sykes)
09.2019 - 08.2020
Team Leader
Convergys
03.2013 - 01.2018
Floor Support
Convergys
09.2011 - 03.2013
Customer Service and Sales Representative
Convergys
05.2007 - 09.2011
Bachelor of Science - Financial Management Accounting
Tarlac State University
06.2003 - 04.2007
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