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
02.2022 - 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
02.2022 - 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
03.2020 - 07.2022
- 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
03.2017 - 03.2017
- 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
03.2016 - 03.2017
- 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
07.2014 - 02.2016
- 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
10.2013 - 01.2014
- 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
01.2013 - 07.2013
- 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
07.2012 - 09.2012
- 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
05.2012 - 05.2012
- 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 06.2010 - 03.2014
High School Diploma -
NEGROS OCCIDENTAL HIGH SCHOOL
Bacolod Philippines 06.2006 - 03.2010
Skills
Customer relations and communications
undefinedSoftware
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
02.2022 - Current
Client Success Manager
Twelve Touch
02.2022 - Current
Subject Matter Expert
CONCENTRIX
03.2020 - 07.2022
IELTS Passer
03-2019
Top Agent for Repsat Comcast
11-2018
Comcast Recognition
05-2017
Hospitality Internship
03-2017
Chat Support Representative
CONCENTRIX
03.2017 - 03.2017
Front Desk Representative
HOLIDAY INN EXPRESS BUSCH GARDENS AREA
03.2016 - 03.2017
Expedia.com CSR Training
12-2014
Jetstar Induction Program
07-2014
Customer Service Representative
TELEPERFORMANCE
07.2014 - 02.2016
Travel Agent
PHILIPPINE AIRLINES TICKETING OFFICE
10.2013 - 01.2014
Service Crew Member
EDGE WATER BAR AND RESTAURANT
01.2013 - 07.2013
Travel Agent
FAST TRAVEL AND TOURS
07.2012 - 09.2012
Shipboard Crew
OCEANLINK INSTITUTE
05.2012 - 05.2012
Shipboard Training
05-2012
Bachelor of Science - Tourism Management
LA CONSOLACION COLLEGE
06.2010 - 03.2014
High School Diploma -
NEGROS OCCIDENTAL HIGH SCHOOL
06.2006 - 03.2010
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