Diamond Bogan
Fresno,CA
Summary
Dynamic Customer Service Representative with proven success at DMCI, adept at resolving conflicts and enhancing customer loyalty through active listening and critical thinking. Skilled in CRM and complaint resolution, I consistently improved customer satisfaction by addressing concerns effectively and maintaining detailed records of interactions.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
DMCI
Fresno, CA
07.2024 - 03.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Behavior Technician
Amergis Behavior Tech
Sacramento, CA
02.2023 - 07.2024
- Provided one-on-one support to clients with autism spectrum disorders, addressing unique behavioral needs.
- Implemented crisis intervention strategies when necessary to maintain a safe environment for both staff and clients alike during high-stress situations.
- Enhanced client progress by implementing individualized behavior intervention plans.
- Promoted positive behaviors by reinforcing desired actions and effectively addressing challenging issues.
- Adapted therapy materials as needed to meet the unique needs of each individual client, ensuring optimal engagement during sessions.
- Monitored client progress to provide continued guidance and consistent feedback to families.
Warehouse Worker
Amazon
Sacramento, CA
01.2022 - 12.2022
- Loaded, unloaded, and moved material to and from storage and production areas.
- Consistently lifted materials weighing as much as Number pounds.
- Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.
- Reduced order processing times with streamlined picking, packing, and shipping procedures.
- Helped maintain an organized stockroom by labeling shelves clearly, designating specific areas for different products, and rotating stock regularly as required.
- Performed routine maintenance checks on warehouse equipment to ensure optimal functionality at all times.
Education
George M. Dewolf HighSchool
Fresno, CA05.2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Complaint resolution
- Client relations
- Customer satisfaction measurement
- Microsoft Office Suite
- Microsoft PowerPoint
- Administrative support
- Documentation
- Customer relationship management (CRM)
- Prioritization
- De-escalation techniques
- Quality control
- Technical support
Timeline
Customer Service Representative
DMCI
07.2024 - 03.2025
Behavior Technician
Amergis Behavior Tech
02.2023 - 07.2024
Warehouse Worker
Amazon
01.2022 - 12.2022
George M. Dewolf HighSchool