Demarco Diah
Miami
Summary
Customer-focused professional with experience in customer service, retention, patient coordination, and building operations. Skilled in handling high-volume interactions, resolving issues, and delivering exceptional service in fast-paced environments. Strong background in scheduling, billing, insurance verification, CRM systems, and access control, with a proven ability to maintain accuracy, confidentiality, and customer satisfaction across healthcare, corporate, and residential settings.
Overview
9
9
years of professional experience
Work History
Guest Experience Supervisor
Sentral
Miami,FL
08.2023 - 03.2026
- Managed building access for residents, guests, vendors, and contractors through electronic key and access control systems, ensuring security and compliance with community policies.
- Monitored amenity spaces and common areas to maintain a safe, welcoming, and policy-compliant environment for residents and visitors.
- Assisted the Experience Manager in facilitating daily team huddles, stand-up meetings, and monthly operational meetings to improve communication and team performance.
- Supported recruitment efforts by participating in candidate interviews and contributing to the hiring and selection process for new team members.
- Coordinated onboarding and training programs for new Experience Team members, providing ongoing coaching, mentorship, and performance support.
- Collaborated with leadership to develop, implement, and improve operational processes, enhancing efficiency and resident satisfaction.
- Provided supervisory leadership and operational oversight during the absence of the Experience Manager and Director of Operations, ensuring seamless day-to-day operations.
- Delivered exceptional customer service by addressing resident inquiries, resolving concerns, and fostering positive resident relationships.
- Maintained accurate records, communicated important community updates, and supported administrative functions to ensure operational excellence.
Loyalty Representative
AT&T
Miami, FL
03.2018 - 08.2023
- Retained customers by identifying concerns, resolving service-related issues, and presenting customized solutions to reduce account cancellations.
- Handled high-volume inbound and outbound calls while delivering exceptional customer service and maintaining professionalism in challenging situations.
- Analyzed customer needs and recommended products, services, and promotions that increased customer satisfaction and account value.
- Negotiated retention offers, service adjustments, and billing solutions to improve customer loyalty and reduce churn.
- Educated customers on wireless, internet, television, and bundled service options to maximize product utilization and customer engagement.
- Resolved complex billing disputes, technical concerns, and account-related issues while adhering to company policies and procedures.
- Consistently met or exceeded key performance metrics, including customer retention, sales conversions, quality assurance scores, and customer satisfaction goals.
Medical Receptionist
Pediatric Associates Hollywood
Hollywood, FL
06.2017 - 06.2018
- Coordinated patient scheduling, registration, check-in, and check-out processes, ensuring a seamless and efficient patient experience.
- Verified insurance eligibility, benefits, and authorizations while maintaining accurate and up-to-date patient records.
- Processed billing transactions, collected payments, and assisted patients with account and insurance-related inquiries.
Education
High School Diploma -
Miami Central SR High School
Miami, FLBachelor of Arts - Communications
University of Phoenix
Tempe, AZ08.2020
Skills
- Complaint handling
- Sales support
- Guest relations management
- Brand representation
- Concierge services
- Customer service
Timeline
Guest Experience Supervisor
Sentral
08.2023 - 03.2026
Loyalty Representative
AT&T
03.2018 - 08.2023
Medical Receptionist
Pediatric Associates Hollywood
06.2017 - 06.2018
High School Diploma -
Miami Central SR High School
Bachelor of Arts - Communications
University of Phoenix