Nina Crisanta Dumo
Senior Customer Service Representative
Baguio City
Summary
To learn and improve my skills. To use all what I learned in my past work experiences and to use my ability to work with other people and different working environments.
Enthusiastic Senior Customer Service Representative with more than 7 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
HCL Technologies
04.2025 - 07.2025
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Analyzed customer data to identify trends and opportunities for improving customer satisfaction levels.
- Escalated issues to proper supervisors when standard processes were not effective.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Reduced call wait times by implementing effective time management techniques within the team.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Investigated and resolved customer inquiries and complaints quickly.
Partner Advantage Support Representative
Telus International
11.2019 - 02.2023
- Collaborated with colleagues and support staff to maximize team efficiency.
- Streamlined internal processes, fostering improved efficiency and productivity within the firm.
- Achieved successful client outcomes by identifying and addressing their unique needs and goals.
- Developed and implemented strategies to enhance partner relations.
- Provided outstanding service to all individuals, promoting effective, and lasting business relationships.
- Spoke with peers to verify task completion, meeting tight deadlines, and schedules.
- Cultivated a positive work environment within the firm by promoting collaboration among colleagues.
- Negotiated settlements, achieving mutually satisfactory resolutions for clients involved in disputes.
- Enhanced client satisfaction, consistently delivering customized solutions that met unique business needs.
- Improved overall team productivity by introducing innovative project management tools and techniques.
- Spearheaded negotiations with key partners, significantly enhancing collaboration and achieving mutual business goals.
- Cultivated strong professional network, facilitating opportunities for collaboration and growth.
Events Organizer/ Event Staff
Toss and Toast
12.2009 - 10.2019
- Maintained clear communication channels between all parties involved in the event planning process, ensuring timely updates and issue resolution.
- Prepared and presented comprehensive event summaries to stakeholders to provide highlights and developments.
- Collaborated with cross-functional teams to ensure smooth execution of large-scale events, resulting in positive feedback from stakeholders.
- Scheduled and organized catering, transportation and staffing to manage event logistics.
- Demonstrated exceptional time management skills while working on multiple projects simultaneously without compromising quality or deadlines.
- Adapted swiftly to unforeseen circumstances during events, implementing contingency plans that minimized disruptions to attendees'' experience.
- Utilized project management skills to meet event deadlines and complete requirements.
- Enhanced brand visibility by executing successful marketing campaigns for events on various platforms.
- Leveraged social media tools effectively to create buzz around events, driving increased registrations and engagement.
- Boosted attendee satisfaction through meticulous planning and execution of event details.
- Collaborated with IT staff to resolve any technical issues promptly, minimizing disruptions.
- Created detailed event reports, highlighting successes and learning points for future projects.
- Developed and enforced event timelines, ensuring all milestones were met on schedule.
- Coordinated with vendors to ensure all logistical requirements met, improving overall event smoothness.
Trainer/Zumba Instructor
Curves
01.2018 - 06.2018
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Mentored new hires, resulting in stronger staff development and increased productivity.
Circuit Coach/Zumba Instructor
Curves
02.2016 - 12.2017
- Conducted initial assessments for new clients, identifying their strengths and areas needing improvement to design effective workout programs.
- Maintained a clean, safe, and organized training space to enhance the workout experience for all participants.
- Improved client fitness levels by creating and implementing personalized workout plans tailored to individual needs.
Education
Bachelor of Science - Hotel and Restaurant Management
University of The Cordilleras
09.2009
Hotel and Restaurant Services
Baguio City School of Arts and Trades
11.2008
undefined
Baguio City National High School
01.2004
undefined
Manuel L. Quezon Elementary School Upper
01.1999
Skills
Customer service expertise
Contact center operations
Complaint resolution
Understanding customer needs
Problem-solving
CRM software
De-escalation techniques
Account management
Computer skills
Interpersonal skills
Email management
Excellent communication
Problem-solving abilities
Certification
Zumba License
References
Jennifer, Avillanoza, Senior Customer Representative, 09636528474, HCL Technologies
PERSONAL BACKGROUND
- Nickname: Nina
- Date of Birth: September 27, 1987
- Age: 37
- Gender: Female
- Civil Status: Single
- Nationality: Filipino
- Height: 5’1
- Weight: 98lbs.
Timeline
Senior Customer Service Representative
HCL Technologies
04.2025 - 07.2025
Partner Advantage Support Representative
Telus International
11.2019 - 02.2023
Trainer/Zumba Instructor
Curves
01.2018 - 06.2018
Circuit Coach/Zumba Instructor
Curves
02.2016 - 12.2017
Events Organizer/ Event Staff
Toss and Toast
12.2009 - 10.2019
Hotel and Restaurant Services
Baguio City School of Arts and Trades
undefined
Baguio City National High School
undefined
Manuel L. Quezon Elementary School Upper
Bachelor of Science - Hotel and Restaurant Management
University of The Cordilleras