Bianca Dimla
@biancadimla
Customer support professional specializing in billing, device issues, and troubleshooting.
PhilippinesWhat I'm looking for
I provide customer support focused on resolving billing issues, processing warranty replacements, and completing device activation for phones, tablets, and smartwatches. At Afni, Inc., I help customers with the accuracy and efficiency they need, including handling manufacturers’ warranty replacements and onboarding new devices.
Previously, I worked on claims and replacement flows at Asurion, assisting customers with damage and lost/stolen handheld device claims. I also scheduled shipments for replacement devices and arranged home or in-store repairs for broken screens, while keeping the process clear and timely.
My background also includes end-to-end customer assistance across billing, payments, and technical support. At Iqor Philippines (A&T), I handled billing inquiries, promotions, account changes, payment processing, and resuming services after suspension due to non-payment, then transitioned into DTV technical support—troubleshooting DTV boxes, scheduling technician dispatch, processing equipment replacements, and helping customers program remotes to their TVs. Earlier roles included satellite radio activation and travel booking support for hotel, flights, and car reservations across the US and worldwide.
Experience
Work history, roles, and key accomplishments
Resolved customer billing issues, processed warranty replacement orders, and activated new devices including phones, tablets, and smart watches. Supported order processing and customer device activation requests.
Assisted customers with filing claims for damage or lost/stolen handheld devices and scheduled shipments for replacement devices. Coordinated repairs for broken screens, including home repair or in-store repair.
DTV Technical Support Agent
Iqor Philippines
Sep 2020 - Mar 2021 (6 months)
Troubleshot DTV box issues for customers and scheduled technician dispatch at customer premises. Processed equipment replacements and guided customers with programming remotes for their TVs.
Credits & Collections Support
Iqor Philippines
May 2020 - Sep 2020 (4 months)
Processed customer payments and payment arrangement options, and helped customers resume services after suspension due to non-payment. Provided basic billing explanations to support customer understanding.
A&T ISM Billing Support Specialist
Iqor Philippines
Sep 2018 - May 2020 (1 year 8 months)
Assisted customers with billing questions and answered product questions using current sales and store promotions. Processed replacements for damaged or missing products and rescheduled upgrades or new install services.
Satellite Radio Customer Support Agent
West Contact Services Inc.
Aug 2015 - Apr 2018 (2 years 8 months)
Helped customers activate SiriusXM satellite radio and offered related products such as portable satellite radios and boom boxes. Sent refresh signals to customers’ radios when needed to restore service.
Travel Reservations Customer Support
Aegis People Support
May 2013 - Jun 2015 (2 years 1 month)
Assisted customers with booking hotel, flight, and car reservations across the US and worldwide through Expedia. Offered room or flight booking upgrades and supported end-to-end reservation needs.
Education
Degrees, certifications, and relevant coursework
School of Advanced Technology
Computer Networking Technology
2010 - 2012
Studied Computer Networking Technology from June 2010 to April 2012.
Bethel Academy
1999 - 2010
Attended Bethel Academy from June 1999 to March 2010.
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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