Hi, I’m
Crystal Diaz
Allentown,PA
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
14
years of professional experience
Work History
J&J Luxury Transportation
Customer Service Representative Team Lead/Dispatch Supervisor
08.2018 - 08.2021
Job overview
- Worked remotely through pandemic
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Delivered excellent customer service, resulting in consistent 96% customer satisfaction rating
- Handled over 90 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
Amazon Warehouse
Fulfillment Associate
09.2020 - 08.2021
Job overview
- Received and reviewed new orders, located requested merchandise and promptly initiated processing.
- Followed procedures at all times for personal and team safety.
- Collaborated effectively with coworkers on initiatives focused on achieving measurable improvements in production quality and workflow.
- Prepared and organized envelopes, packages, containers and pallets with correct merchandise counts.
- Unloaded incoming trucks and properly staged inventory for processing.
- Cross-trained new associates on picking and filling orders for warehouse products.
IQor Global Services
Senior Customer Service Agent
05.2017 - 03.2020
Job overview
- Managed customer accounts
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Updated and maintained information in customer accounts.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Rent-A-Center
Assistant Manager
08.2007 - 10.2014
Job overview
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Managed 6 employees.
Education
LCCCSchnecksville, PA
Associate of Arts
05.2010
William Allen High School
High School Diploma
05.2005
Skills
- Administration and Operations
- Customer Service Management
- Outbound and Inbound Calls
- Staff Monitoring
- Tech Support
- Data Entry
- Consultative Sales Approach
- Marketing
- Coaching and Mentoring
- Microsoft Office
- Customer Service Analysis
- Database Maintenance
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Languages
Spanish
Professional Working
Timeline
Fulfillment Associate
Amazon Warehouse
09.2020 - 08.2021
Customer Service Representative Team Lead/Dispatch Supervisor
J&J Luxury Transportation
08.2018 - 08.2021
Senior Customer Service Agent
IQor Global Services
05.2017 - 03.2020
Assistant Manager
Rent-A-Center
08.2007 - 10.2014
LCCC
Associate of Arts
William Allen High School
High School Diploma
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