Looking for a job

Diana M

@dianam2

Message

I resolve complex reservation and customer support cases across high-volume, regulated environments.

Poland

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What I'm looking for

I'm looking for a customer or reservation support role where I can resolve complex cases, use advanced systems, maintain accurate compliant documentation, and contribute in a high-volume remote or dynamic environment.

I'm currently supporting a global aviation project at Yoummday, handling reservations, ticketing, itinerary changes, fare checks, cancellations, and travel-policy inquiries.

I use OneRes and Amadeus to resolve complex routing, fare-rule, baggage, SSR, and irregular-operations cases while maintaining accurate, compliant documentation.

Previously on Yoummday's Vistaprint project, I resolved customer cases across phone, email, and chat using Careforce CRM, improving satisfaction scores by 25% and response time by 30%.

My background also includes healthcare workforce coordination, banking customer service, and IT support across Windows, Microsoft 365, SQL, Oracle, Salesforce, Jira, and Zendesk.

Experience

Work history, roles, and key accomplishments

Current

Reservation Support Specialist

Current

Yoummday

Jun 2026 - Present (3 months)

Handles high-volume customer inquiries related to reservations, ticketing, itinerary changes, and travel policies. Navigates OneRes and Amadeus to process bookings, rebookings, cancellations, fare checks, SSR additions, and schedule changes.

OneRes Amadeus Customer Service Reservation Systems Communication Skills Problem Solving Documentation Compliance

Customer Care Specialist

Yoummday

Nov 2025 - Dec 2025 (1 month)

Delivered high-quality support via phone, email, and chat, resolving 95% of cases efficiently using Careforce CRM. Guided customers through digital tools and product usage, improving satisfaction scores by 25%.

Careforce CRM Customer Service Communication Skills Problem Solving Documentation KPI Management

Workforce Data Coordinator

Orchid Healthcare

Dec 2024 - Sep 2025 (9 months)

Managed and validated healthcare rota data using Roundsys and Jira, ensuring 100% shift coverage and compliance. Coordinated shift changes, emergency requests, and conflict resolution, reducing scheduling errors significantly.

Roundsys Jira Data Management Scheduling Communication Skills Problem Solving Reporting Resource Planning

Customer Service Representative

Central Africa Building Society

Jul 2022 - Sep 2024 (2 years 2 months)

Resolved 30–40 customer issues daily with a 95% satisfaction rate using the T24 Core Banking System. Maintained accurate customer records in Salesforce, ensuring compliance with regulatory standards.

T24 Salesforce Customer Service Communication Skills Problem Solving Documentation Compliance Relationship Management

Junior IT Support Technician

Old Mutual Zimbabwe

Dec 2020 - Jun 2022 (1 year 6 months)

Provided onsite and remote support to 80+ users across Windows and Microsoft 365 environments. Created technical documentation and user guides, reducing repeat queries by 30%.

Windows Microsoft 365 SQL Oracle Zendesk Technical Documentation Troubleshooting Customer Support