Opera System
Kara Nikka L. Dingcong
Customer Service Representative
Christchurch,CAN
Summary
To secure a challenging position in a reputable organization to expand my learnings, knowledge, skills and make use of my interpersonal skills to achieve goals of a company that focuses on customer satisfaction and customer experience.
Overview
7
7
years of professional experience
8
8
years of post-secondary education
7
7
Certifications
Work History
Virtual Assistant
SCALE VIRTUALLY
Texas, USA
2022.02 - Current
- Completed business correspondence, transcription and data entry.
- Monitored emails, organized inbox, and prioritized messages for client.
- Managed CRM input, exports and clean up.
- Set up virtual Zoom meetings, invited guests and disseminated agendas.
- Developed marketing content such as blogs, promotional materials and advertisements for social media.
Client Success Manager
Twelve Touch
Texas, USA
2022.02 - Current
- Evaluated customer problems for technical concerns, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
- Developed marketing campaigns to enhance clients' return on investment for Real Estate Clients.
- Managed existing client renewals under Twelve Touch software, keeping accounts, information and documents in conformance with compliance standards.
Subject Matter Expert
CONCENTRIX
Bacolod, Philippines
2020.03 - 2022.07
- Provides support to agents with their inquiries regarding order entries and guiding them how to provide exceptional customer service through inbound calling under Comcast and Xfinity account.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Selling new services to customers like Xfinity Mobile, Internet, TV, and Phone services.
- Provides technical support for agents and customers by troubleshooting internet, phone, cable and home security services.
Chat Support Representative
CONCENTRIX
Bacolod, Philippines
2017.03 - 2017.03
- Assisted Customer with their Cable, Internet, and Phone issues through chat under Comcast and Xfinity account.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
Front Desk Representative
HOLIDAY INN EXPRESS BUSCH GARDENS AREA
Williamsburg, Virginia, USA
2016.03 - 2017.03
- Checks in and out guests in Opera system and deliver great customer service during their entire stay.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Assigned in Housekeeping, Laundry and Breakfast Department as part of my training plan.
- Entered and updated sensitive customer information during check-ins and room changes.
- Adding new members and changing information in IHG portal.
Customer Service Representative
TELEPERFORMANCE
Bacolod, Philippines
2014.07 - 2016.02
- Assists customers through inbound calling in regards with their flight, hotel, and car reservations under Expedia.com, Hotels.com, Travelocity and Jetstar Airlines.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Travel Agent
PHILIPPINE AIRLINES TICKETING OFFICE
Bacolod, Philippines
2013.10 - 2014.01
- Managing tickets and flight reservations.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
Service Crew Member
EDGE WATER BAR AND RESTAURANT
Silay, Philippines
2013.01 - 2013.07
- Serving orders and suggests the best menu to customers.
- Performed food preparation responsibilities to meet franchise standards for quantities, speed and packaging.
Travel Agent
FAST TRAVEL AND TOURS
Bacolod, Philippines
2012.07 - 2012.09
- Managing flight reservations such as booking, cancelling and rescheduling.
- Resolved financial inconsistencies through collection of outstanding fees, management of refunds and delivery of travel documentation.
Shipboard Crew
OCEANLINK INSTITUTE
Manila, Philippines
2012.05 - 2012.05
- Worked with customers to understand needs and provide excellent service.
- Learned new skills and applied to daily tasks to improve efficiency and productivity in the F&B and Front Desk Department.
Education
Bachelor of Science - Tourism Management
LA CONSOLACION COLLEGE
Bacolod Philippines 2010.06 - 2014.03
High School Diploma -
NEGROS OCCIDENTAL HIGH SCHOOL
Bacolod Philippines 2006.06 - 2010.03
Skills
Customer relations and communications
Social media knowledge
Data Entry
Office management
Technical Support
Sales expertise
Software
CRM
Microsoft Office Suite
Certification
Shipboard Training
Accomplishments
Top Year to Date Agent 2018
Top Agent for REPSAT with 100% score
IELTS PASSER
Company Spotlight in the month of July in Holiday Inn Express Williamsburg North
Timeline
Virtual Assistant
SCALE VIRTUALLY
2022.02 - Current
Client Success Manager
Twelve Touch
2022.02 - Current
Subject Matter Expert
CONCENTRIX
2020.03 - 2022.07
IELTS Passer
2019-03
Top Agent for Repsat Comcast
2018-11
Comcast Recognition
2017-05
Hospitality Internship
2017-03
Chat Support Representative
CONCENTRIX
2017.03 - 2017.03
Front Desk Representative
HOLIDAY INN EXPRESS BUSCH GARDENS AREA
2016.03 - 2017.03
Expedia.com CSR Training
2014-12
Jetstar Induction Program
2014-07
Customer Service Representative
TELEPERFORMANCE
2014.07 - 2016.02
Travel Agent
PHILIPPINE AIRLINES TICKETING OFFICE
2013.10 - 2014.01
Service Crew Member
EDGE WATER BAR AND RESTAURANT
2013.01 - 2013.07
Travel Agent
FAST TRAVEL AND TOURS
2012.07 - 2012.09
Shipboard Crew
OCEANLINK INSTITUTE
2012.05 - 2012.05
Shipboard Training
2012-05
Bachelor of Science - Tourism Management
LA CONSOLACION COLLEGE
2010.06 - 2014.03
High School Diploma -
NEGROS OCCIDENTAL HIGH SCHOOL
2006.06 - 2010.03