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
10.2023 - Current
- Provides care and support to the consumers and look after their health and well-being
Piggery Farm Attendant
Cameron Pastoral Company
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
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
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
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
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
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