Dyann Joy Theriault
345 Center Ave
Summary
Results-driven professional with a solid background in auditing and customer service. Skilled in time management and identifying discrepancies to enhance operational effectiveness. Committed to supporting organizational goals through meticulous audit processes and team collaboration.
Overview
19
19
years of professional experience
Work History
Call Auditor Specialist
Firegang Dental Marketing
Spokane, WA
12.2019 - 06.2026
- Led comprehensive audits to ensure compliance and company policies.
- Calls were monitored to ensure that front desk staff were providing accurate information to all callers—whether they were potential patients, vendors, or representatives from other dental offices.
- Analyzed financial data to identify discrepancies and recommend corrective actions for improvement.
- Analyzed and identified discrepancies and recommended corrective actions for improvement.
- Prepared detailed audit reports summarizing findings and presenting recommendations to management.
Chat Support Representative
Roku
Taguig City, Philippines
06.2014 - 09.2015
- Resolved customer inquiries efficiently through live chat, enhancing user satisfaction and retention.
- Analyzed common support issues to develop streamlined response templates, reducing resolution time.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Collaborated with cross-functional teams to identify product improvements based on customer feedback trends.
Customer Service Representative
Arriva Medical
Taguig City, Philippines
06.2013 - 06.2014
- Resolved customer inquiries and complaints efficiently, enhancing overall satisfaction.
- Managed order processing and fulfillment to ensure timely delivery.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Collaborated with team members to streamline communication and improve service response times.
Technical Support Representative
Verizon
Makati City, Philippines
04.2011 - 06.2013
- Diagnosed technical issues and provided step-by-step solutions for optimal device performance.
- Resolved customer inquiries through various communication channels, ensuring high levels of satisfaction.
- Collaborated with cross-functional teams to enhance service delivery processes and reduce resolution times.
- Documented troubleshooting procedures and updates in knowledge base for future reference.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
Technical Support Representative
Sykes Asia
Cebu City, Philippines
07.2007 - 08.2008
- Implemented process improvements that streamlined workflows, resulting in increased team efficiency.
- Analyzed customer feedback to identify trends, leading to improved service offerings and support materials.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Increased first-call resolution rates by developing comprehensive a comprehensive knowledge base accessible to all team members.
Education
High School Diploma -
Davao City National High School
Davao City, PhilippinesSkills
- Audit coordination
- Audit reporting
- Monthly reports
- SOP adherence
- Quality assurance
- Time management
- Team collaboration
- Attention to detail
Languages
English
Native or Bilingual
Tagalog
Native or Bilingual
Timeline
Call Auditor Specialist
Firegang Dental Marketing
12.2019 - 06.2026
Chat Support Representative
Roku
06.2014 - 09.2015
Customer Service Representative
Arriva Medical
06.2013 - 06.2014
Technical Support Representative
Verizon
04.2011 - 06.2013
Technical Support Representative
Sykes Asia
07.2007 - 08.2008
High School Diploma -
Davao City National High School