John Paul Dimaano

Customer-focused Customer Service Executive, Call Center Agent, and Administrative & Business Operations Professional with extensive experience across telecom, transportation, and global customer support environments. Proven ability to manage high-volume inquiries, support end-to-end business operations, and deliver exceptional service in fast-paced, multinational settings. Skilled in problem-solving, communication, CRM systems, and operational coordination with a strong track record in customer satisfaction, process efficiency, and escalation management.

Customer Service Representative / Business Advisor at Teleperformance Global Services FZ LLC – Dubai Taxi Company (2025-02 – 2025-12)

• Managed end-to-end business operations for a large-scale transport platform, ensuring smooth daily workflow across drivers, customers, and internal departments.
• Handled high-volume inbound and outbound calls, resolving driver and customer concerns related to trips, payments, and service quality.
• Processed and monitored trip bookings, ensuring accurate scheduling, dispatch coordination, and timely service delivery.
• Managed driver financial processes including admin loan calculations, salary deductions, and commission adjustments with high accuracy.
• Investigated and resolved salary disputes, ensuring fair and transparent resolution between drivers and management systems.
• Handled lost and found cases by coordinating with drivers and customers to retrieve and return misplaced items.
• Coordinated vehicle recovery and towing services for damaged or disabled vehicles, ensuring proper documentation and escalation.
• Managed escalation cases related to complaints, claims, and operational issues, ensuring timely resolution and customer satisfaction.
• Provided process improvement recommendations to enhance operational efficiency and service delivery standards.
• Ensured high customer satisfaction by resolving complex trip-related issues with professionalism and urgency.

Business & Technical Support Representative – Verizon (Business & Government) at AFNI Philippines Inc. (2023-08 – 2024-11)

• Delivered technical and account support to U.S. business and government clients, handling network, device, and service-related issues.
• Troubleshot connectivity, software, and device performance issues to ensure minimal service disruption for business customers.
• Managed account administration including billing updates, invoice corrections, and service modifications.
• Coordinated with technical and backend teams for escalation handling and advanced troubleshooting.
• Ensured accurate documentation of service requests, billing disputes, and technical resolutions in CRM systems.
• Maintained high service quality standards while handling sensitive business accounts and urgent requests.

Senior Technical Support Agent – Metro by T-Mobile / Home Internet at RMS Collect Philippines Inc. (iQor Philippines) (2021-03 – 2023-06)

• Provided advanced technical support for prepaid mobile and home internet customers across the United States.
• Resolved complex network issues including signal loss, data connectivity, and device configuration problems.
• Assisted customers with plan activation, upgrades, promotions, and account modifications.
• Troubleshot home internet routers and resolved connectivity issues affecting customer service quality.
• Managed billing concerns including payment processing, adjustments, and monthly recurring charges.
• Conducted upselling of service bundles, promotions, and add-on features to enhance customer value.
• Ensured high customer satisfaction through effective problem-solving and clear communication.

Customer Service Representative – Lycamobile UK at Hastings Trading E Servicos LDA T/A LBOS (2018-03 – 2021-01)

• Handled inbound customer support calls from the United Kingdom for mobile network services.
• Provided technical troubleshooting for SIM, network, and connectivity-related issues.
• Managed customer accounts including activations, plan changes, and billing inquiries.
• Assisted with promotions, offers, and service upgrades to improve customer experience.
• Delivered consistent service quality while maintaining high customer satisfaction scores.
• Resolved complaints efficiently while ensuring adherence to company policies and procedures.

Bachelor of Science in Marine Transportation – University of Perpetual Help System Dalta