Karen-Joy S. Dagundon
Makati City
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Parcel Customer Service
Diversify Offshore Staffing Solutions // Team Global Talent Hub
06.2022 - Current
- Doing the email task.
- Booking collection and delivery jobs.
- Calling drivers if needed, especially in cases of mis delivery.
- Sometimes, taking inbound calls.
- Tracking customers' parcels and deliveries.
- Searching for the proof of delivery in the system.
- Doing account charging, checking invoices.
- Dealing with different clients regarding their parcels and deliveries.
- Tracking RTS (Return to Sender) deliveries.
- Reporting everyday: mis-delivery, RTS, issues encountered, and no response.
- Reporting must-go list and POD request.
- PEP Transport Account.
Financial Banker
ANZ Global Services Banking Group
Quezon
06.2021 - 05.2022
- Taking inbound calls and outbound
- Filing a dispute and reversal of payments
- Processing Lost, Stolen and Replacement cards
- Requesting for recurring or pending transactions
- Assisting customer to get a bank statement via Internet Banking
- Assisting customer to change their card PIN, address, password in their mobile app
- Processing Direct Debit Stop and Periodical Payments
- Processing unauthorized or fraud transactions
- Updating customer information in the system
Provisioning and Activations
Acquire Asia Pacific Inc.
Pasig
09.2020 - 05.2021
- Doing new NBN order tickets everyday
- Monitoring assigned MAC Cases
- Managing inbound and outbound calls
- Calling Optus in Australia for customers order follow up (if needed)
- I do OT and RDOT (if needed)
HPSD Provisioning - NBN Case Manager
TPG
08.2017 - 08.2020
- I handle supervisory call with customer complaints
- Monitoring of complaints cases every day
- Everyday working on my day end reports, hourly report, rejection reports and callback reports
- Managing outgoing calls if needed
- Calling NBN in Australia for customers installation follow up
- I do everyday overtime and rest day overtime if needed
Customer Service Associate
TPG
06.2016 - 08.2017
- Manage large volume of incoming calls
- Assist customers billing concerns, disputes, relocation concerns and change of plans
- Meet personal/team qualitative and quantitative targets
Call Center Associate
US Autoparts Network
10.2015 - 05.2016
- I manage inbound customer calls
- Identify customer needs, clarify information, research every issue, and providing solutions for their car parts
- Build sustainable relationship and engage customers by taking the extra mile
Local Flight Attendant
Air Asia
03.2015 - 09.2015
- Continuously monitor all safety conditions and emergency equipment of the aircraft
- Explain all the safety equipment and verify that passengers are following safety signs and procedures
- Greet passengers, monitor carry-on baggage and direct passengers to assigned seat
- Provide hospitality and customer service to passengers
Travel Agent
Pan Pacific Travel Corp
08.2014 - 03.2015
- Sells and coordinates transportation, accommodations, tours and activities
- Maintain accurate records of bookings, payments, transactions, phone calls and meetings
- Attending travel seminars and conferences
Education
Bachelor of Science - Tourism Management
Trinity University of Asia
Quezon City10.2013
Secondary -
Philippine Women’s University
Manila01.2010
Primary -
Sta Ana Elementary School
Manila01.2006
Skills
- Call center experience
- Customer service
- Communication Skills
- Reporting
- Problem-solving and conflict resolution
- Adaptability and flexibility
- Multitasking and organization
Certification
I hereby certify that all the above information is true and correct to the best of my knowledge.
Training
- 15th Annual Tourism Convention “Prospect and Employment in Tour Guiding”, Luxent Hotel, Timog Avenue, Quezon City, 02/21/13
- 4th Career Assistance Management Series, Benitez theatre, College of Education, UP Diliman, 02/02/13
- Basic Hotel Operations Seminar (Front Office, Housekeeping & Sales Marketing), Subic International Hotel Corporation, Subic Bay Freeport Zone, 03/29/11
- WCC Flight Attendant School, Quezon City, 02/13/14
References
- Mr. Allan Lucido, Team Leader Provisioning Hardware Logistic, Iinet, 09173694000
- Ms. Evelyn Mallari, Director, Airport Service Manila, Cebu Air Incorporation, 09328505596
- Mr. Junel Bautista, F&B Admin, Magsaysay Maritime (P&O Cruises), 09565315337
- Ms. Jerica Rose Irinco, Leasing and Sales Specialist, Ayala Property Management Corp., 09177800336
Personal Information
- Age: 31
- Height: 157cm
- Weight: 45kg
- Citizenship: Filipino
- Date of Birth: 11/05/93
- Marital Status: Single
- Religion: Iglesia Ni Cristo
Timeline
Parcel Customer Service
Diversify Offshore Staffing Solutions // Team Global Talent Hub
06.2022 - Current
Financial Banker
ANZ Global Services Banking Group
06.2021 - 05.2022
Provisioning and Activations
Acquire Asia Pacific Inc.
09.2020 - 05.2021
HPSD Provisioning - NBN Case Manager
TPG
08.2017 - 08.2020
Customer Service Associate
TPG
06.2016 - 08.2017
Call Center Associate
US Autoparts Network
10.2015 - 05.2016
Local Flight Attendant
Air Asia
03.2015 - 09.2015
Travel Agent
Pan Pacific Travel Corp
08.2014 - 03.2015
I hereby certify that all the above information is true and correct to the best of my knowledge.
Bachelor of Science - Tourism Management
Trinity University of Asia
Secondary -
Philippine Women’s University
Primary -
Sta Ana Elementary School
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