THERESE DIANNE U. CAPUNO
Tagum City
Summary
Customer Experience Specialist and Market Research Interviewer with over 3 years of experience in client support, data collection, and escalation management within fintech, hospitality, and market research sectors. Expertise in navigating multi-system environments, executing survey protocols, and ensuring compliance with GDPR and CCPA. Committed to delivering precise solutions in fast-paced, remote settings while consistently achieving high customer satisfaction and quality standards.
Overview
3
3
years of professional experience
Work History
Telephone Interviewer/Market Research Specialist-Contractual
Dynata Philippines Inc.
07.2026 - Current
- Survey Administration: Administer outbound market research studies using advanced CATI software, capturing accurate quantitative and qualitative data across varied demographics.
- Data Integrity & Accuracy: Enforce strict adherence to survey scripts by recording responses verbatim and eliminating potential interviewer bias.
- Participant Engagement: Build immediate rapport with diverse survey respondents, utilizing de-escalation and refusal-minimization techniques to boost response rates and complete multi-topic questionnaires.
- Regulatory Compliance: Maintain full compliance with International data privacy laws (e.g., GDPR, CCPA) and market research ethics protocols.
- Achieved performance excellence by consistently exceeding daily targets for completed interviews and call quality scores.: Consistently meet or exceed daily targets for completed interviews, call quality scores, and schedule adherence.Concentrix CVG Inc. | Davao City, Philippines
Customer Service Representative (Accommodation & Rental Account)
Concentrix CVG Inc.
Davao City
10.2024 - 07.2026
- End-to-End Account Support: Directed comprehensive communication workflows between international property owners and guests, driving smooth booking transactions and post-stay experiences.
- Dispute Resolution: Analyzed and resolved complex reservation disputes, cancellation requests, and listing
- Inconsistencies within established SLAs and corporate guidelines.
- Host Optimization: Educated hosts on listing best practices, platform tools, and policy guidelines to boost property visibility and overall guest satisfaction.
- Quality & Performance: Sustained top-tier Quality Assurance (QA) metrics in a high-volume, fast-paced environment through empathetic active listening and structured problem-solving.
Customer Service Representative (Financial Account)
VXI Global Holdings, B.V.
Davao City
06.2023 - 10.2024
- Financial Client Support: Handled confidential financial inquiries regarding balance verification, transaction histories, and security authentication with zero security breaches.
- Risk & Compliance Management: Investigated account discrepancies and provided compliant solutions under stringent financial regulatory guidelines.
- Technical Navigation: Operated multi-layered software databases to trace transactions and execute account updates efficiently.
- KPI Metrics: Exceeded key performance indicators, achieving top-decile metrics in Average Handle Time (AHT), Quality
- Assurance (QA), and Customer Satisfaction (CSAT) scores.
Education
Bachelor of Science in Nursing -
St. Mary's College of Tagum
Tagum City, Philippines04-2023
Skills
- Market Research & Data Collection
- Phone interviewing
- Computer-assisted interviewing
- Verbatim Data Entry
- Quota & Sampling Adherence
- Data quality auditing
- System Compliance
- Customer operations
- Dispute resolution
- Escalation management
- De-escalation Techniques
- Client engagement
- Rental management platforms
- Account navigation
- Critical Problem-Solving
- Active Listening
- Time Management
- Cross-Cultural Communication
- Professional Diction & Articulation
- Professional Diction & Articulation
Custom
- https://www.linkedin.com/in/therese-dianne-capuno-44bb4a220/
Timeline
Telephone Interviewer/Market Research Specialist-Contractual
Dynata Philippines Inc.
07.2026 - Current
Customer Service Representative (Accommodation & Rental Account)
Concentrix CVG Inc.
10.2024 - 07.2026
Customer Service Representative (Financial Account)
VXI Global Holdings, B.V.
06.2023 - 10.2024
Bachelor of Science in Nursing -
St. Mary's College of Tagum