Travelling
Diana Geronimo Lacson
Branch Manager
Singapore
Summary
To secure a position with a well established organization where I can maximize my customer service skills, organizational skills and make use of my technical knowledge and experience to provide excellent support to clients.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
19
19
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Branch Manager
Treknology3 Bikes PTE LTD
12.2019 - 05.2025
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Maintained friendly and professional customer interactions.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Consulted customers to boost product sales and services.
- Oversaw daily branch operations, ensuring compliance with regulatory standards and maintaining operational integrity.
Customer Service Manager
Tay Junction
12.2010 - 03.2019
- Assist customer about selling high and low end bicycles
- Selling high end bicycles(Mountain Bikes and Road Bikes),accessories and apparels
- Providing excellent customer service support
- Manage settlements for everyday sales and stocks
- Do weekly and monthly report for bikes sold
- Maintain a web page about advertising products and events
- Answering emails and phone inquiries about sales and technical issues about the bike
- Accept and assist riders about servicing their bikes
- Understanding issues that can help customers solve their issues about their bikes
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
Technical Support Representative
AT&T Uverse, VXI Global Solutions, Inc
02.2010 - 09.2010
- Assigned to Local Area Connection and Wireless Network Connection, TV and Home phone Service
- Assist members in connecting and troubleshooting their desktop and laptop for hardwired and wireless connection
- Setting their Standard and High Definition TV’s to work in AT&T Cable boxes ( i.e getting the right input channel for AT&T signal, assist in cable connection, picture quality for high definition TV’s, programming their TV’s in AT&T remote control)
- Assist in Uverse features (i.e recording shows and movies, parental control in their TV’s if they don’t want their children to access certain shows and renting movies, renting movies and availing paper view events)
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Troubleshooting their digital home phone (i.e no dial tone, static on the line, setting up voicemail)
- Sending technician if the issue cannot be resolved through phone (i.e reschedule and cancel technician appointments by members request)
- Assist members in basic billing inquiries (i.e product explanation, bill disputes, upsell if there’s an opportunity, upgrading and downgrading their packages)
- Handle difficult customers complaining about bad network service specially in times of state and nationwide outages
Technical Support Representative
AT&T Uverse, Convergys
08.2009 - 01.2010
- Assigned to Local Area Connection and Wireless Network Connection, TV and Home phone Service
- Assist members in connecting and troubleshooting their desktop and laptop for hardwired and wireless connection
- Setting their Standard and High Definition TV’s to work in AT&T Cable boxes ( i.e getting the right input channel for AT&T signal, assist in cable connection, picture quality for high definition TV’s, programming their TV’s in AT&T remote control)
- Assist in Uverse features (i.e recording shows and movies, parental control in their TV’s if they don’t want their children to access certain shows and renting movies, renting movies and availing paper view events)
- Troubleshooting their digital home phone (i.e no dial tone, static on the line, setting up voicemail)
- Sending technician if the issue cannot be resolved through phone (i.e reschedule and cancel technician appointments by members request)
- Assist members in basic billing inquiries (i.e product explanation, bill disputes, upsell if there’s an opportunity, upgrading and downgrading their packages)
- Handle difficult customers complaining about bad network service specially in times of state and nationwide outages
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Technical Support Representative
Earthlink Wireless Support, WEST Inc.
03.2006 - 03.2007
- Assigned to the Blacberry and Treo 680 technical support team to assist Earthlink subscribers by providing support by phone, creating solutions to challenges and queries our clients face (i.e. signal interruption, software corruption and hardware defect etc., basic billing inquiries)
- Provide assistance in setting up their emails through their phones using outlook express
- Assist in activating their phones for first time use and generating new phone numbers and by request number replacement
- As part of the escalation team, callback clients if level 1 technical support cannot resolve the issues
- Identify, investigate and answer billing inquiries about the declared usage calls on their bill but claiming they did not use it. Provide credits if proven
- Handle difficult customers complaining about bad network service
- Document customer issues for further analysis by the business
- Handle Supervisor calls
- Assist Supervisor in team coaching, grading team calls, and huddle memos
- Assist in Workforce related works if needed like handling the queue, attendance, sending reports for daily Grade of Service.
Education
Bachelor of Science - Computer Science
AMA COMPUTER COLLEGE
Philippines 05.1999 - 04.2003
Skills
Strong experience in PC/laptop troubleshooting (ie Hardware, Software, Networking)
References
Available upon request.
Certification
Leadership Development Workshop
Interests
Cooking
Timeline
Leadership Development Workshop
05-2022
Branch Manager
Treknology3 Bikes PTE LTD
12.2019 - 05.2025
Customer Service Manager
Tay Junction
12.2010 - 03.2019
Technical Support Representative
AT&T Uverse, VXI Global Solutions, Inc
02.2010 - 09.2010
Technical Support Representative
AT&T Uverse, Convergys
08.2009 - 01.2010
Technical Support Representative
Earthlink Wireless Support, WEST Inc.
03.2006 - 03.2007
Bachelor of Science - Computer Science
AMA COMPUTER COLLEGE
05.1999 - 04.2003
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