SHARMAINE JOY DALIDA
Account Specialist
Iloilo City
Summary
Customer service professional, skilled in virtual support and adept at addressing and resolving customer issues. Known for cultivating positive interactions and efficiently managing customer needs in virtual environment. Exemplifies teamwork and adaptability, consistently delivering reliable results under varying circumstances. Proficient in conflict resolution and communication.
Overview
15
15
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Risk User Operations(Chat/Email support) Account Specialist
TDCX (MY) SDN BHD
Kuala Lumpur Sentral
01.2024 - 08.2025
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Maintained strong relationships with clients through regular communication and proactive problem-solving efforts.
- Completed routine and complex account updates to resolve problems.
- Reviewed account activity to assess financial status and evaluate discrepancies.
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Adhered to standards of quality and service as well as all compliance requirements.
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
Content Moderator
CONECTYS BPO SOLUTIONS
Iloilo City
05.2023 - 12.2023
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
- Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
Customer Care Representative
CARELON GLOBAL SOLUTIONS (Legato Iloilo Health Technologies)
Mandurriao
05.2022 - 05.2023
- Contributed to team success, consistently achieving call center performance metrics.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Navigated multiple computer systems and applications to find information.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Care Representative
TRANSCOM WORLDWIDE SERVICES
Mandurriao
02.2021 - 04.2022
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Logged call information and solutions provided into internal database.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Responded to customer needs through competent customer service and prompt problem-solving.
Assistant Restaurant Manager 1
GOTAN FOODS CORPORATION (Jollibee)
Iloilo City, Province Of Iloilo, Philippines
02.2018 - 01.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Monitored sales trends to adjust pricing strategies for optimal profitability.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
First Assistant Store Manager
Golden Arches Development Corporation (McDonald’s)
Boracay Island
05.2015 - 05.2017
- Implemented safety protocols within the workplace, resulting in fewer accidents and increased employee awareness.
- Spearheaded store events and promotions, attracting new customers while retaining existing clientele.
- Increased customer satisfaction by addressing and resolving customer complaints in a timely manner.
- Assisted with inventory management, maintaining accurate records and ensuring timely replenishment of stock levels.
- Supported store manager in training new employees, fostering a positive work environment for team development.
- Actively participated in community outreach events representing the business and promoting brand awareness within local market.
Practicum Trainee
Days Hotel
Iloilo City
- Daily Maintenance of comfort rooms
- Clean floors and walls by sweeping, mopping and vacuuming
- Change beddings and make beds as directed
- Cleaning and polishing furniture and fixtures
Practicum Trainee
SAP Business One
Iloilo
10.2011
- Trained on how to use SAP online systems to list guest orders
- Used SAP programs to total guest bill
Practicum Trainee
SmallVille21 Hotel
Mandurriao
04.2011 - 05.2011
- Changing beddings and make beds as directed
- Cleaning building floors and walls by sweeping, mopping, and vacuuming
- Cleaning and polish furniture and fixtures
- Daily maintenance of comfort rooms
Practicum Trainee
NN Oceanlink Institute
02.2011 - 02.2011
- Receiving guest orders
- Serving ordered foods of the guest
- Cleaning and setting up used tables
- Attaining to guests need (in the front office)
- Sweeping and Dusting inside the guest cabin
- Kitchen helper- chopping meats, fruits and vegetables.
Practicum Trainee
Century21 Hotel
Iloilo City
04.2010 - 05.2010
- Receiving and Serving guest orders
- Setting up and Cleaning tables
- Washing used plates and drinking glasses
- Kitchen helper- chopping, assistant cook
- Setting up food for functions
- Cleaning the cooking area
Education
Certificate - Culinary Arts and Restaurant Services
Kryz Culinary Arts And Restaurant Services
Iloilo City, Province Of Iloilo, Philippines 04.2001 -
Bachelor of Science - Hotel and Restaurant Management
St. Paul University
Iloilo City, Province Of Iloilo, Philippines03.2013
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Iloilo Central Commercial High School (HuaSiong College of Iloilo)
01.2009
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Iloilo Central Commercial High School (HuaSiong College of Iloilo)
01.2005
Skills
- Language ability: English, Chinese Mandarin (Beginner)
- Computer skills: MS Word, MS PowerPoint, MS Excel, Adobe Photoshop, SAP, Slack, Google Workspace
- Artistic Skills: Singing, Flair basic techniques
- Hobbies: Cooking, Baking, Basketball, and Table Tennis, Video Game
References
- Shannen Anne May Cuico, Cui, Team Leader- Risk User Experience, shannenannemay.cui@tdcx.com, +60148525866, TDCX (MY) SDN BHD, Level 7, Menara TH 1 Sentral, Jalan Stesen Sentral 5, Kuala Lumpur Sentral, Kuala Lumpur, 50470
- Kenneth, Sapio, Restaurant Manager, 033-3273637, Iloilo Jollibee Tabuc Suba DT, 276 Corner McArthur Drive, Balabago Road, Iloilo City, Iloilo
- Jose, Barcelona, English Head, 033-3273679, HuaSiong College of Iloilo, Ledesco Village, La Paz, Iloilo City
- Angel Arandilla, Porras, Restaurant Manager, +639171166707, Iloilo Jollibee Mandurriao, Q. Abeto St., Mandurriao, Iloilo City, Iloilo
Interests
Cooking, Baking, Basketball, Table Tennis, Video Game
Certification
Food and Beverage Services NC II
SEMINARS AND TOURS ATTENDED
- “SM GRAND MASTER CHEF” Inter-School Cooking Competition (SM City Iloilo- September 29- October 3 2014)
- “Meeting of Minds, Developing one’s self towards Hospitality industry know-how” (St. Paul University Iloilo- October 5, 2012)
- “Resort Management” at 8 Waves Waterpark & Hotel (San Rafael, Bulacan, Philippines- February 9, 2011)
- “Western Visayas Tour Guiding and Culinary Convention 2011” (Iloilo Grand Hotel and SM City Cinema- September 23-25 2011)
- “The Barista Basic” Coffee Session with the Academe (8 Waves Waterpark Hotel, San Rafael, Bulacan, Philippines- February 9, 2011)
- Seminar-Workshop in P.E., Dance and Music Therapy (St. Paul University Iloilo- January 14, 2011)
- “Bartender’s Essentials & Flairtending” (8 Waves Waterpark Hotel, San Rafael, Bulacan, Philippines- February 9, 2011)
Timeline
Risk User Operations(Chat/Email support) Account Specialist
TDCX (MY) SDN BHD
01.2024 - 08.2025
Content Moderator
CONECTYS BPO SOLUTIONS
05.2023 - 12.2023
Customer Care Representative
CARELON GLOBAL SOLUTIONS (Legato Iloilo Health Technologies)
05.2022 - 05.2023
Customer Care Representative
TRANSCOM WORLDWIDE SERVICES
02.2021 - 04.2022
Assistant Restaurant Manager 1
GOTAN FOODS CORPORATION (Jollibee)
02.2018 - 01.2021
First Assistant Store Manager
Golden Arches Development Corporation (McDonald’s)
05.2015 - 05.2017
Practicum Trainee
SAP Business One
10.2011
Practicum Trainee
SmallVille21 Hotel
04.2011 - 05.2011
Practicum Trainee
NN Oceanlink Institute
02.2011 - 02.2011
Practicum Trainee
Century21 Hotel
04.2010 - 05.2010
Certificate - Culinary Arts and Restaurant Services
Kryz Culinary Arts And Restaurant Services
04.2001 -
Practicum Trainee
Days Hotel
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Iloilo Central Commercial High School (HuaSiong College of Iloilo)
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Iloilo Central Commercial High School (HuaSiong College of Iloilo)
Bachelor of Science - Hotel and Restaurant Management
St. Paul University