🇵🇭 Filipino talent · 🇺🇸 American standards
Dian A.
Customer Support
Location
Cebu, Oslob
Timezone
Manila · GMT+8 (US business-hours overlap)
Response time
Responds in ~4h
About
In my previous role as a CSR for an airline account, I noticed that several customers were calling back regarding the same booking issue after receiving incorrect information from different agents. Before my supervisor identified the trend, I started documenting the cases & then inform my team lead. I first review any existing documentation, previous examples, or related tasks to gather context. I identify what information is clear and what assumptions might need to be made. If the task is time-sensitive, I proceed with the best information available while documenting my reasoning. Extreme ownership means taking full responsibility for my work, including mistakes and outcomes. While working as a CSR in an airline account, a customer called regarding a delayed refund. Although the delay was caused by another department, I took ownership by reviewing the case.
Tools
Work with Dian
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