Summary
Overview
Work History
Education
Skills
Timeline
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Diamond Alford

Sherrills Ford,NC

Summary

A Service Professional with over ten years of experience who specializes in client interactions, continuous improvement, and the capacity to generate high customer satisfaction ratings. A demonstrated history of forging close bonds with clients and spotting chances to improve the customer experience. Extreme commitment to professional development.

Overview

8
8
years of professional experience

Work History

Medical Dispatcher

Atrium Health
Mint Hill , NC
02.2024 - Current
  • Operates all radios, computer systems, and other equipment associated with MedCenter Air.
  • Possesses knowledge of range, capabilities and limitations of vehicle transports.
  • Answered incoming calls from physicians and other medical personnel to coordinate medical transportation services.
  • Maintained accurate records of patient information, including name, pickup location, destination and any special needs or circumstances.
  • Dispatched drivers to pick up patients in a timely manner while ensuring their safety and comfort.
  • Maintained communication with drivers throughout the course of each trip to ensure they were on schedule and that no unexpected issues arose.
  • Responded quickly to emergency situations involving medical transports requiring immediate attention.
  • Checked in regularly with drivers during shifts to ensure they had adequate resources for their trips.

Chat Support/Phone Operator

Wells Fargo & Company
Charlotte, NC
11.2021 - 02.2024
  • Corresponded with more than 50+ customers daily, effectively building outstanding skills in writing and effective communication through the company's online chat feature and phone service.
  • Answered incoming calls and directed them to the appropriate department or individual.
  • Empowered customers with knowledge to independently navigate bank systems and online tools to get common answers and process basic transactions. Performed special services for customers, ordering bank cards and checks.
  • Monitored customer issues to deliver best resolution course, following steps involved for appropriate procedures. Resolved problems or discrepancies concerning customers' accounts. Walked customers through online demonstrations to support better understanding of product features via live chat and phone support.
  • Processed a high volume of incoming claims in accordance with established policies and procedures.
  • Identified issues, offered solutions, and put remedial measures into place to address consumer complaints. Customers were informed of the policies and practices governing billing, payment processing, and support.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Navigated multiple computer systems and applications and utilized search tools to find customer information.
  • Acted as pivotal point of contact between bank branches regarding special request needs and online team member assistance.

NYPD 911 Telecommunicator

New York City Police Department
The Bronx, NY
02.2019 - 07.2020
  • Delivered informative details to dispatchers and other first responders sending assistance to civilians deescalating domestic disputes, possible suicides, etc. and medical/fire emergencies through NYPD instant direct messaging .
  • Determine and assign the level of priority of the call and enter the data into a computer aided dispatch system for radio dispatch purposes.
  • Spoke clearly to callers to ascertain severity of each situation, asked vital questions and utilized interpersonal skills to keep callers calm. Experience effectively communicating with people in emotional or physical distress.
  • Operate a multi-line telephone console system, alerting system and TDD system for the deaf and hearing-impaired. Translate information to the appropriate codes.

Fitness Center Coordinator

Equinox Sports Club
New York, NY
07.2016 - 02.2019
  • Delivered high-quality administrative and customer service to sustain client and work flows. Advised customers of seasonal promotions to create rapport and improve sales.
  • Greet and check-in 600+ club members daily. Assist Front Desk Manager in training and supervising staff.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Responsible for multi-line phone system and directed callers to requested personnel and departments taking accurate messages and relaying them to appropriate parties.
  • Entered client information including credit card info, DOB, body injuries and specific preferences and or personal requests into the system to keep all records up-to-date. Organized online bookings and processed online payments using Book4Time Software. Processed transactions payments via cash, debit, credit .
  • Perform a variety of clerical duties including typing forms, sorting, copying, faxing, filing, and other routine spa office functions. Set appointments and answer phones assisting clients with club inquires, club amenities, as well as impart information on the surrounding neighborhood.

Education

Associate of Applied Science - Travel Tourism And Hospitality Management

LaGuardia Community College Of The City University Of New York
Long Island City, NY
12.2017

ACCOMPLISHMENTS

Skills

  • Livechat Messaging
  • Multi-line Telephone Systems
  • Typing speed test 40 wpm
  • Active Listening
  • Administrative and Clerical work Experience
  • Customer Support
  • Complex Product Knowledge
  • Multitasking and Time Management
  • Meticulous Attention Detail
  • Results-oriented
  • Order and Refund Processing
  • Customer Data Confidentiality
  • First-Tier Technical Support
  • Issue and Complaint Resolution
  • A pleasant demeanor
  • Strong Organizational Skills
  • Excellent Telecommunication Skills
  • Advanced MS Office Suite Knowledge
  • Compliance Requirements
  • Call Volume and Quality Metrics
  • Customer Retention Strategies
  • Building Customer Trust and Loyalty

Timeline

Medical Dispatcher

Atrium Health
02.2024 - Current

Chat Support/Phone Operator

Wells Fargo & Company
11.2021 - 02.2024

NYPD 911 Telecommunicator

New York City Police Department
02.2019 - 07.2020

Fitness Center Coordinator

Equinox Sports Club
07.2016 - 02.2019

Associate of Applied Science - Travel Tourism And Hospitality Management

LaGuardia Community College Of The City University Of New York

ACCOMPLISHMENTS

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Diamond Alford