Mary Kimberly Shane Diaz
Former Subject Matter Expert | Former Team Lead | Sales Admin Specialist | Payments Specialist
Antipolo City
Summary
Dedicated professional with 9 years of experience in the BPO industry, specializing in customer service and back office operations. Proven track record as a Subject Matter Expert and effective Team Leader, consistently exceeding performance metrics and driving team success. Passionate about delivering exceptional service and driving operational excellence in a fast-paced environment. Excels at problem-solving, multitasking, and fostering strong relationships with clients and team members.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Teleperformance
01.2016 - 01.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Content Moderator
Taskus
05.2018 - 03.2019
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Passionate about learning and committed to continual improvement.
- Worked effectively in fast-paced environments.
- Worked flexible hours across night, weekend, and holiday shifts.
- Paid attention to detail while completing assignments.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Collaborated with cross-functional teams to develop comprehensive content guidelines and policies.
- Proactively identified areas requiring policy updates or clarifications, reducing the occurrence of inconsistencies in content moderation decisions.
- Continuously sought personal development opportunities to stay informed about industry trends and emerging challenges related to content moderation and online safety.
Subject Matter Expert
Taskus
03.2019 - 07.2020
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Served as go-to expert
- Enhanced team productivity by leading specialized training sessions
- Boosted team morale and productivity through effective leadership and clear communication.
- Improved project outcomes with application of advanced analytical skills to solve complex problems.
- Streamlined communication between departments, ensuring that project specifications were clearly understood and met.
- Developed effective improvement plans in alignment with goals and specifications.
Team Leader
Taskus
07.2020 - 11.2022
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
Sales Admin
Food by Us
12.2022 - 09.2023
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Organized and detail-oriented with a strong work ethic.
- Proven ability to learn quickly and adapt to new situations.
- Conducted regular price audits to ensure accuracy of all sales tags, reducing potential complaints or confusion among customers.
- Maintained consistent email communication with stores and suppliers to confirm and track orders and verify price revisions on purchase orders.
- Minimized pricing errors by conducting regular audits of product prices .
Payment Specialist
Food by Us
09.2023 - Current
- Provided exceptional support to customers by addressing inquiries related to billing and payments in a timely manner.
- Facilitated smooth communication between finance teams, vendors, and clients to resolve payment issues promptly.
- Managed the reconciliation of accounts payable and receivable, ensuring accuracy in financial reporting.
- Performed various administrative tasks related to payments, including generating reports, updating records, and maintaining accurate documentation.
- Boosted customer satisfaction with timely and accurate processing of various payment methods.
- Reduced errors in payment transactions by conducting thorough audits and identifying areas for improvement.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Reconciled accounts receivable ledger to verify payments and resolve variances.
- Responded to customer inquiries and provided detailed account information.
- Researched billing errors and discrepancies to initiate corrective action.
Social Committee
Food by Us
12.2023 - Current
- Event Organizer
- Concept Development: I help define the purpose and the theme of the event, tailoring it to the audience and objectives.
- Budget Management: create and manage the event budget, ensuring that all expenses are accounted for while maximizing value.
- Venue Selection: I research, select, and book appropriate venues that fit the event's size, style, and requirements.
- Vendor Coordination: This includes liaising with caterers, decorators, transportation companies, and other service providers to coordinate logistics.
- Scheduling and Timelines: develop detailed timelines for the event, ensuring that every aspect runs smoothly on the day of the event.
Education
No Degree - Psychology
Our Lady of Fatima University
Antipolo 04.2001 -
Skills
Friendly, positive attitude
Teamwork and collaboration
Computer skills
Customer service
Problem-solving
Team management
Flexible and adaptable
Multitasking
Dependable and responsible
Calm under pressure
Verbal communication
Supervision and leadership
Timeline
Social Committee
Food by Us
12.2023 - Current
Payment Specialist
Food by Us
09.2023 - Current
Sales Admin
Food by Us
12.2022 - 09.2023
Team Leader
Taskus
07.2020 - 11.2022
Subject Matter Expert
Taskus
03.2019 - 07.2020
Content Moderator
Taskus
05.2018 - 03.2019
Customer Service Representative
Teleperformance
01.2016 - 01.2018
No Degree - Psychology
Our Lady of Fatima University
04.2001 -
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