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Mary D. — Senior Customer Service Specialist from Philippines

Mary D.

Senior Customer Service Specialist

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Mary Dianne L. is a seasoned Customer Service Specialist with over 13 years of experience in the BPO and hospitality sectors, demonstrating expertise in both front office and call center operations. Her role at TaskUs involved delivering support across multiple channels including live chat, phone, and email, while consistently exceeding performance metrics. Her time as Assistant Front Office Manager at Sur Grand Hotel in Oman involved supervising front office activities, optimizing guest check-in/check-out procedures, and ensuring precise financial postings. At Four Points by Sheraton Downtown Dubai, she managed intricate call center operations and conducted comprehensive nightly audits. Proficient in tools and systems such as Amazon Connect, Zendesk, and Power BI, Mary Dianne L. is revered for her meticulous data handling and exceptional complaint resolution skills. Her educational background in Computer Science and Computer Engineering further complements her technical proficiency, enabling her to support global teams effectively.

Experience

  • Customer Service Specialist

    TaskUs · 2019 — 2025
    Provided real-time assistance through live chat, phone, and email for online orders and product inquiries. Addressed customer complaints with empathy and ensured adherence to SOPs. Carried out data research and kept accurate records of customer interactions. Achieved performance metrics for response time, resolution rate, and customer satisfaction.

  • Assistant Front Office Manager

    Sur Grand Hotel · 2018 — 2018
    Managed front office operations to facilitate smooth guest check-in and check-out. Personally greeted and assisted guests, enhancing their loyalty and satisfaction. Handled room rates, occupancy levels, and financial postings while maintaining accuracy and confidentiality in line with hotel standards.

  • Telephone Supervisor / CID / Night Auditor

    Four Points by Sheraton Downtown Dubai · 2011 — 2017
    Directed call center operations, managing call routing and assisting guests with inquiries. Performed nightly audits to verify hotel outlets’ revenue. Oversaw wake-up call services and addressed discrepancies between PMS and CID systems. Delivered personalized guest service to cultivate a welcoming atmosphere.

Skills & Expertise

Customer Service and Admin SupportCustomer ServiceCustomer SupportCustomer Service Representative

Education

  • Bachelor of Science in Computer Science
    Wesleyan University-Philippines
  • Bachelor of Science in Computer Engineering
    Mariano Marcos State University