Open to opportunities

Daphne Gayle Dumanjug

@daphnegayledumanjug

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Customer Service Manager who leads teams to improve customer satisfaction, sales, and retention.

Philippines

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What I'm looking for

I’m looking for a role where I can lead customer care teams, own KPI-driven improvements, resolve escalations, and collaborate with sales, marketing, and compliance to deliver exceptional experiences with less supervision.

I’m a Customer Service Manager with a strong background in customer care, sales, marketing, project management, and property management. I lead and supervise customer service and support teams, conduct training on real estate/contact-center processes, and resolve escalated issues to align solutions with company policies.

Across my roles in communications and customer happiness, I oversee inquiries, complaints, and case management, monitor customer satisfaction, and turn feedback into actionable improvements. I track KPIs, streamline workflows with cross-department collaboration, and use CRM systems and reporting to improve performance, retention, and guest/client experiences while ensuring compliance with standards.

Experience

Work history, roles, and key accomplishments

Customer Service Manager

McCone Properties

Oct 2023 - Apr 2026 (2 years 6 months)

Led and supervised customer service and support teams, handling client inquiries, complaints, and escalated issues in line with company policies. Tracked performance via KPIs, trained teams on real estate processes, and supported customer retention and process improvements while managing property-related operations.

Customer Care Management Property Management Team Leadership Training Complaints Management Case Management Conflict Resolution KPI Tracking Sales Support B2B Sales Process Improvement Reporting

Communications Manager

Frank Porter

Apr 2022 - Jun 2023 (1 year 2 months)

Overseeing/managing a communications team across contact centre and admin/inquiries, including chat handling, response time, and follow-ups with relevant departments. Managed contact centre capacity planning, FTE counts, budgeting/forecasting, and supported escalated emails/phone calls/chats/reviews using CRM and property tools.

Contact Centre Management Escalations CRM Tools Zoho Salesforce Zendesk Oracle Kronos Guesty Airbnb Booking.Com PropertyFinder Bayut Dubizzle Rightmove Luxhabitat Houza Capacity Planning Budgeting Forecasting

Sales Manager & Customer Care

Zension Device Maintenance

Nov 2020 - Mar 2022 (1 year 4 months)

Monitored KPIs and supported sales and customer-care operational strategies, including needs assessments, performance reviews, and capacity planning. Contributed to call center systems and performance reporting, including agent coaching/training and tracking call-center statistics and expenses.

KPI Tracking Customer Care Operations Needs Assessment Performance Reviews Capacity Planning Cost Benefit Analysis Resource Planning Budgeting

Customer Happiness Development

Sharjah Media City (SHAMS)

Dec 2017 - Feb 2020 (2 years 2 months)

Managed the Customer Happiness and Contact Centre teams, overseeing reservation/deposit tracking, arrival/departure schedules, and reconciliation/renewals. Handled case management for platform claims and refunds, developed CS SOPs and knowledge base materials, and coached the team while reporting customer service performance metrics.