Divina Alao
Dubbo,NSW
Summary
- Possess the skills in handling consumer’s behaviours in the aged care sector.
- Trusted to train new employees.
- Enthusiastic customer service representative, eager to contribute to team success through hard work, attention to detail and excellent organizational skills.
- Clear understanding of how to deal customers and training in resolving customer’s issue.
- Motivated to learn, grow and become better employee.
- Consistently rewarded for the success in resolving customer’s issue.
- Experienced customer service representative with 7 years of experience in BPO industry.
Overview
15
15
years of professional experience
Work History
Care Service Employee
RSL LifeCare Bill Newton VC Garden
Dubbo, NSW, Australia
10.2023 - Current
- Provides care and support to the consumers and look after their health and well-being
Piggery Farm Attendant
Cameron Pastoral Company
Goondiwindi, Qld, Australia
01.2017 - 12.2021
- Feeding
- Processing of piglets
- Hosing/cleaning of crates or pens
- Vaccination
- Treatments
- Mating
- Maintained excellent attendance record, consistently arriving to work on time
Personal Carer
Kaloma Home for the Aged
Goondiwindi, Qld, Australia
09.2021 - 11.2021
- Provided support to the elderly by assisting with daily activities and personal tasks which include support in eating, showering, dressing, toileting and cleaning
Server
New Dynasty Chinese Restaurant
Goondiwindi, Qld, Australia
10.2020 - 11.2021
- Took customer’s order for dine in or take away
- Took orders over the phone
- Made menu recommendations and answered customers questions
- Cashier
- Distributed foods and beverages
- Maintained table cleanliness
- Assisted in making restaurant clean and safe
Kitchen Staff Member
LUCKY THAI RESTAURANT
Goondiwindi, Qld, Australia
11.2017 - 12.2017
- Followed proper handling and sanitation procedures to comply with food safety standards and protocols
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customers loads
- Reduced kitchen accidents by maintaining high standards of cleanliness and organization
- Sanitized all pots, pans, utensil, kitchen appliances and equipment using company approved cleaning supplies
- Maintained clean, trash-free workspaces to maximize productivity and safety
- Compiled recipe ingredients and prepared for cooks by washing, cutting or measuring food items
- Sanitized dining ware and kitchen equipment according to health code standards
- Cleaned and sanitized all work surfaces between preparation of various foods, avoiding cross-contamination while maintaining food safety guidelines
- Maintained composure and work quality while under stress
- Distributed food to wait staff quickly during busy peak periods to drive customer satisfaction
Customer Service Representative
QUALFON QUALITY CONTACT SERVICES
Cebu, Philippines, Philippines
10.2009 - 09.2016
- Suggested new procedure to persuade cancelling customers to stay with the company, resulting in a decrease in cancellations
- Evaluated account and service histories to identify trends using data to mitigate future issues
- Provided primary customer support to internal and external customers in fast-paced environment
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
- Consulted with outside parties to resolve discrepancies and effective solutions
- Recommended product or service to customers, thoroughly explaining details
- Responded to customer requests for products, services and company information
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
- Offered advice and assistance to customers, paying attention to special needs or wants
- Answered constant flow of customer calls with up to 10-15 calls in queue per minute
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Answered customer telephone calls promptly to avoid on-hold wait times
- Provided information to customers regarding company’s charge card and loyalty program and helped to open and activate new accounts
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Took 911 related calls
- Entered customer interaction details in the computer to track request, document problems and record solutions offered
Education
BACHELOR OF SCIENCE - AGRIBUSINESS
VISAYAS STATE UNIVERSITY
Baybay, Leyte01.2008
CONCEPCION NATIONAL HIGH SCHOOL -
CONCEPCION NATIONAL HIGH SCHOOL
Malitbog, Southern Leyte01.2004
CONCEPCION ELEMENTARY SCHOOL -
CONCEPCION ELEMENTARY SCHOOL
Malitbog, Southern Leyte01.2000
Skills
- Fast learner
- Excellent customer service
- Can work under pressure
- Flexible
- Knows how to drive
- Easy to get along with
Timeline
Care Service Employee
RSL LifeCare Bill Newton VC Garden
10.2023 - Current
Personal Carer
Kaloma Home for the Aged
09.2021 - 11.2021
Server
New Dynasty Chinese Restaurant
10.2020 - 11.2021
Kitchen Staff Member
LUCKY THAI RESTAURANT
11.2017 - 12.2017
Piggery Farm Attendant
Cameron Pastoral Company
01.2017 - 12.2021
Customer Service Representative
QUALFON QUALITY CONTACT SERVICES
10.2009 - 09.2016
BACHELOR OF SCIENCE - AGRIBUSINESS
VISAYAS STATE UNIVERSITY
CONCEPCION NATIONAL HIGH SCHOOL -
CONCEPCION NATIONAL HIGH SCHOOL
CONCEPCION ELEMENTARY SCHOOL -
CONCEPCION ELEMENTARY SCHOOL