Angel Diaz
Sanger,CA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
Grandmark Service Company
11.2023 - 08.2024
- Demonstrated strong communication skills by offering product knowledge and explaining policies to customers.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
- Described product and service details to customers to provide information on benefits and advantages.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Increased team productivity by providing ongoing training and support to customer service representatives.
Customer Service Manager
Lees Air Plumbing & Heating
03.2021 - 11.2023
- Provided exceptional customer service to diverse clientele, resolving issues effectively and efficiently.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
Customer Account Manager
Unwired Broadband
06.2017 - 03.2021
- Collaborated with cross-functional teams to develop strategic plans for improving overall customer experience.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Evaluated customers' potential needs to make appropriate recommendations.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
Customer Service Representative
Alorica
10.2011 - 06.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Store Associate
Journeys Shoes
08.2011 - 03.2017
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Maintained a clean and safe shopping environment for customers through regular cleaning and monitoring of store conditions.
Education
High School Diploma -
Sanger High School
Sanger, CA06.2010
Skills
- Problem-solving
- Time management
- Data analysis
- Customer Success
- Detail Oriented
- Microsoft Outlook, Word, and Excel
- Team Building and Leadership
- Customer Relationship Management (CRM)
- Call Center Management
- Account Management
- Performance Evaluations
- Sales expertise
Timeline
Customer Service Manager
Grandmark Service Company
11.2023 - 08.2024
Customer Service Manager
Lees Air Plumbing & Heating
03.2021 - 11.2023
Customer Account Manager
Unwired Broadband
06.2017 - 03.2021
Customer Service Representative
Alorica
10.2011 - 06.2017
Store Associate
Journeys Shoes
08.2011 - 03.2017
High School Diploma -
Sanger High School
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