DIOANA BAGNOL ALDIANO
Tabuk Province
Summary
Dedicated Help Desk Operator / Call Centre Agent with strong experience in customer support, call handling, CAFM dispatching, and issue resolution in fast-paced environments. Skilled in meeting KPIs, SLAs, and customer satisfaction targets while maintaining professional communication standards.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work history
CAFM Dispatcher
Amrak (Red Sea Global)
07.2025 - 03.2026
- Receive and log maintenance requests via CAFM system, phone, and email.
- Assign work orders to technicians based on priority and expertise.
- Monitor work order progress and ensure completion within SLA timelines.
- Coordinate with maintenance and operations teams for service delivery.
- Track preventive and corrective maintenance schedules.
- Generate daily and weekly performance reports.
- Ensure accurate documentation and proper closure of service requests.
- Handled high volumes of inbound calls calmly under pressure.
- Prioritised tasks to ensure timely deliveries.
- Resolved issues swiftly, maintaining high standard of service delivery.
Help Desk Operator / Call Center Agent
ESOM (Client: Red Sea Global)
02.2023 - 02.2025
- Handled high-volume inbound and outbound calls professionally.
- Logged, categorized, and prioritized service requests using ticketing systems.
- Provided first-level technical and non-technical support.
- Resolved complaints and ensured high customer satisfaction.
- Escalated complex issues and followed up until resolution.
- Ensured compliance with KPIs, SLAs, and company policies.
- Maintained accurate CRM records and prepared daily reports.
- Handled sensitive information responsibly whilst resolving account access issues or password resets.
- Implemented customer care strategies, achieving improved client satisfaction levels.
- Responded promptly to service requests for prompt resolution of issues.
- Communicated complicated concepts to customers with varying levels of technical understanding in non-patronising manner.
Administration / Housekeeping Supervisor
Al Mawarid Manpower
09.2019 - 09.2022
- Supervised housekeeping staff and daily operations.
- Prepared duty rosters and managed workforce scheduling.
- Conducted inspections to ensure hygiene and quality standards.
- Managed inventory of cleaning supplies and equipment.
- Trained staff on safety procedures and service standards.
- Prepared attendance reports and performance evaluations.
- Managed daily operations to increase productivity.
- Organised team resources, resulted in improved project timelines.
- Led team meetings, ensured clear communication amongst all members.
- Resolved customer complaints promptly, resulted in increased customer satisfaction rates.
- Promoted safe work environment by enforcing strict adherence to safety regulations.
- Supervised activities of workers and enforced safety regulations.
- Improved overall cleanliness by implementing new cleaning protocols.
- Trained staff, improving service quality and consistency.
- Supervised daily housekeeping operations, ensuring optimal performance of staff members.
- Resolved guest complaints swiftly to maintain good customer relations and reputation.
- Managed linen inventory efficiently to ensure constant availability for guests' needs.
Education
High School Graduate - N/a
Burgos National High School
Philippines 03.2006 - 06.2010
Skills
- Inbound & Outbound Call Handling
- Customer Service & Complaint Resolution
- Help Desk & Ticketing Systems
- CAFM Work Order Management
- CRM & Customer Database Management
- Technical & Non-Technical Support
- Call Logging & Documentation
- MS Office (Word, Excel, Outlook)
- Time Management & Multitasking
- Making attendance and reporting
- Service-Oriented mindset
- Telecommunications proficiency
- Multitasking efficiency
Languages
English – Fluent
Beginner
Arabic – Basic / Conversational
Beginner
Tagalog – Native
Beginner
REFERENCE
Available upon request
Timeline
CAFM Dispatcher
Amrak (Red Sea Global)
07.2025 - 03.2026
Help Desk Operator / Call Center Agent
ESOM (Client: Red Sea Global)
02.2023 - 02.2025
Administration / Housekeeping Supervisor
Al Mawarid Manpower
09.2019 - 09.2022
High School Graduate - N/a
Burgos National High School
03.2006 - 06.2010