Summary
Overview
Work History
Education
Skills
Professional References
Languages
Timeline
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CHANTELLE DIAZ

Mesa,Arizona

Summary

Dedicated Customer Service Specialist with over 10 years of experience maintaining seamless business operations, providing skills to prioritize and multi-task in fast-paced working environment. Smoothly administers budgets, trains staff and monitors procedures to maximize efficiency and balance objectives with operational requirements. Exceptional skills in inventory management, loss prevention and vendor negotiation. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

13
13
years of professional experience

Work History

Lease Application Coordinator

Progress Residential
Scottsdale, AZ
08.2022 - 02.2024
  • Responsible for all communication with the applicant throughout the lifecycle of the application process (approval, lease signing, move-in scheduling) and may include email and inbound/outbound phone calls
  • Routed calls, emails, and tickets to appropriate back-office individuals and groups as needed
  • Represented the company to prospective applicants, real estate agents and brokers in a courteous and professional manner - always putting customer service first
  • Maintains confidentiality and adheres to regulations such as the Fair Housing Act, LIHTC Program, and HCV Program.

Water Contact Center Specialist II

SRP Water Delivery Services
05.2021 - 07.2022
  • Processes customer orders in a courteous, efficient, and timely manner, and effectively presents and discusses the District accounts
  • Communicates effectively with the department team and the operations team informing and updating them regularly to guarantee that the customer objectives are met
  • Manages telephone calls professionally, efficiently, and with good communication skills. Attends customer complaints and concerns immediately to facilitate satisfactory resolution
  • Tracks water usage and allocations for each water user, including initial allocation, water transfers, water supply overuse, and releases of water
  • Performs accounts receivable and cash receipt tasks, ages accounts receivable, and collects delinquent accounts

Maintenance Aircraft Records Analyst

E Business Staffing
Phoenix, AZ
01.2021 - 08.2021
  • Responsible for ensuring documents are maintained with the highest integrity and search functionality in support of 14CFR 212.380
  • Researched document retrieval, audit functions of the system vs data integrity, creates projects for document gathering and verifying
  • Monitored changes in FAA regulations relating to aircraft maintenance recordkeeping requirements.
  • Also, responsible for maintaining the vendor database and location of files (in-house work orders, MRO location, Airvault web) and performs library functions, such as auditing and managing various Records retention locations.
  • Generated reports and obtained data to develop analytics on key performance and operational metrics.

Customer Relations Agent

American Airlines
Tempe, AZ
04.2016 - 12.2019
  • Handled elite passenger concerns regarding flight irregularities and all surrounding issues
  • Worked hard to rectify issues experienced by the passengers as well as aim to improve the company's overall customer satisfaction ratings with outstanding customer service.
  • Identified root causes of customer concerns, tracked resolution process steps, and documented all actions taken.
  • Ensured compliance with applicable laws and regulations during the resolution process.
  • Collaborated closely with cross-functional teams in order to provide comprehensive resolutions for customers.

Charter Sales Agent

Revana
Tempe, AZ
08.2011 - 03.2016
  • Team lead in a fast-paced call center, answering customer questions and responded quickly to problems and complaints in person, on phone and by email in bi-lingual queues
  • Engaged positively with each customer, providing professional and polite support for sales and service needs.
  • Up Selling the customers, Gather customer information; Transfer calls to appropriate departments
  • Maintaining a high conversion goal and met all sales goal requirements along with assisting team members with sales closes and escalations
  • Also would assist in the training of new employees.

Education

Associate of Business Administration - Business Administration And Management

Mesa Community College
Mesa, AZ
12-2012

CNA Certified - Nursing Assistance

East Valley Institute of Technology (EVIT)
Mesa, AZ
05.2009

High School Diploma -

Desert Ridge High School
Gilbert, AZ
05.2009

Skills

  • Business Analysis
  • Issue Resolution
  • Workflow Optimization
  • Incident Management
  • User Training
  • Customer Support
  • Network Administration
  • Property Management
  • Legal Compliance
  • Lease Agreements
  • Customer Service
  • Resident Assistance
  • Application Management
  • Business Processes and Procedures

Professional References

  • Jerica Nicolaides, CSM, American Airlines, Tempe, AZ, (888) 214-3282
  • Dayna Klecak, Director of Operations, Progress Residential, Scottsdale, AZ, 85025, (480) 721-2198
  • Constance Kersh, Sr. Sales Supervisor, Revana, Tempe, AZ, 85284, (480) 645-6433
  • Olga C. Hernandez, Retired Administrative Assistant, School of Business, Academic Access Programs, Arizona State University, Tempe, Arizona 85287-3406, (480) 414-7461

Languages

Spanish
Native/ Bilingual

Timeline

Lease Application Coordinator

Progress Residential
08.2022 - 02.2024

Water Contact Center Specialist II

SRP Water Delivery Services
05.2021 - 07.2022

Maintenance Aircraft Records Analyst

E Business Staffing
01.2021 - 08.2021

Customer Relations Agent

American Airlines
04.2016 - 12.2019

Charter Sales Agent

Revana
08.2011 - 03.2016

Associate of Business Administration - Business Administration And Management

Mesa Community College

CNA Certified - Nursing Assistance

East Valley Institute of Technology (EVIT)

High School Diploma -

Desert Ridge High School

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CHANTELLE DIAZ