Dayhalee Diaz
Dundalk
Summary
Achieved positive customer interactions by leveraging strong communication skills and a dedication to service. Enhanced customer loyalty through effective problem-solving and personalized support. Delivered consistent results by completing all responsibilities with precision and timeliness.
Overview
2
2
years of professional experience
Work History
Call Center Representative
TransCore-MDTA
Middle River, MD
03.2025 - 11.2025
- Oversaw high volume of inbound customer calls, averaging 40 calls daily.
- Provided exceptional customer service by addressing inquiries, resolving complaints, and ensuring customer satisfaction.
- Achieved average call resolution rate of 90%, exceeding departmental targets.
- Demonstrated extensive product knowledge to effectively resolve customer inquiries.
- Achieved exceptional performance metrics by ensuring high call quality, minimizing average handle time, and elevating customer satisfaction ratings.
- Recorded call interactions meticulously within CRM system to enhance tracking and follow-up efficiency.
- Thrived in dynamic, high-pressure environments to ensure operational efficiency.
- Demonstrated capacity to rapidly acquire new skills and adjust to evolving environments.
Dispensing Optician
America’s Best Contacts & Eyeglasses
Dundalk, MD
04.2024 - 03.2025
- Facilitated patient selection of eyewear, ensuring fulfillment of orders and timely dispensing upon arrival.
- Facilitated customer selection and fitting of eyeglasses, contact lenses, and vision aids tailored to prescriptions and individual requirements.
- Analyzed prescriptions from optometrists and ophthalmologists to establish eyewear specifications.
- Measured customer facial features, including bridge and eye size, using precision instruments to assist in fitting frames accurately.
- Advised customers on optimal lens options, coatings, and frame styles tailored to individual visual needs and preferences.
- Implemented computerized systems to ensure accurate recording of customer information, orders, and transactions.
- Facilitated collaboration with insurance providers to verify coverage eligibility for patients' eyewear purchases.
Cashier
Tropical Smoothie Cafe
Dundalk, MD
07.2023 - 04.2024
- Executed customer transaction processing with precision using point-of-sale systems.
- Ensured cleanliness and organization of dining and service areas.
- Managed customer inquiries and resolved issues to improve overall satisfaction.
- Facilitated collaboration among team members to achieve daily sales targets.
- Oversaw accurate cash handling and ensured balanced registers at end of shifts.
- Executed strategic promotions of menu items to enhance customer engagement.
- Established inventory management practices to enhance efficiency and minimize waste.
- Cultivated strong customer relationships to drive repeat business.
- Executed cash drawer audits at shift start and end to ensure financial accuracy.
Education
High School Diploma -
Baltimore City College Highschool
Baltimore, MD06.2022
Skills
- Customer service
- Insurance verification
- Insurance billing
- Optical measurements
- Computer skills
- Repairing glasses
- Optical dispensing
- Adjusting eyewear
- Problem-solving skills
- Customer support
- Data entry
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Customer communications
- Appointment scheduling
- Work ethic and integrity
- Time management skills
- Money handling
Languages
Spanish
Native or Bilingual
Timeline
Call Center Representative
TransCore-MDTA
03.2025 - 11.2025
Dispensing Optician
America’s Best Contacts & Eyeglasses
04.2024 - 03.2025
Cashier
Tropical Smoothie Cafe
07.2023 - 04.2024
High School Diploma -
Baltimore City College Highschool