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
Time management
Project management
Attention to Detail
Critical thinking
Self starter
Leadership
Content Editing
Relationship Building
Adaptability
Teamwork and Collaboration
MS Excel
Google Workspace
Content Migration
Content Reuse
Awards
- 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