Diamond Fortner
Chester,VA
Summary
Achieved high levels of customer satisfaction through dedicated service and responsiveness to business needs. Excelled in multitasking under stress, consistently maintaining professionalism. Adapted to various shifts, including mornings, evenings, weekends, and holidays, to meet customer demands.
Overview
8
8
years of professional experience
Work History
WebChat Customer Service Representative
Maximus, Va
06.2022 - 11.2025
- Facilitated approximately 250 daily chat sessions to enhance customer support and satisfaction.
- Facilitated customer inquiries and resolved issues to enhance overall satisfaction and loyalty.
- Delivered comprehensive support through live chat, ensuring beneficiary account inquiries were addressed efficiently.
- Acquired in-depth understanding of over 55 company products and services to enhance customer interactions.
- Delivered exceptional customer service via voice chat and email, resulting in a 5-star satisfaction rating.
Psychiatric Technician
Central State Hospital, Va
03.2020 - 10.2023
- Improved patient care by accurately documenting behavioral observations. Enhanced communication by actively listening to patient concerns. Contributed to comprehensive health assessments through diligent condition recording.
- Coordinated and led therapeutic and recreational activities, promoting patient participation and recovery.
- Achieved optimal patient outcomes through effective administration of medications and treatments. Partnered with charge nurse and medical professionals to streamline care processes. Contributed to improved patient satisfaction and safety.
- Recorded and analyzed patients' vital signs, focusing on blood pressure to identify potential health issues.
- Provided compassionate care to patients by aiding in daily living tasks, including nutrition and personal hygiene.
- Executed patient restraint techniques in response to escalating behaviors, prioritizing the well-being of all individuals involved.
- Documented and analyzed patient behavior and movements to support effective care strategies in mental healthcare facility.
- Coordinated care for patients by ensuring assistance with personal hygiene and dressing routines.
- Coordinated meal delivery and offered assistance to patients during mealtime to ensure nutritional intake.
Production Associate
Perdue Farms, Va
01.2022 - 06.2022
- Achieved timely project delivery through effective management of production activities. Enhanced production quality by implementing best practices and continuous improvement initiatives. Drove team collaboration to exceed production targets and objectives.
- Streamlined daily operations by ensuring timely transportation, organization, labeling, and processing of over 5000 inventory items.
- Diligently assembled and packed 500-1000 boxes per shift, meticulously following established company policies and procedures.
Paint Associate
Home Depot, Va
01.2022 - 06.2022
- Executed precise order processing for 100 customers hourly, delivering exceptional service quality.
- Provided outstanding customer service by proactively understanding needs and adhering to brand guidelines.
- Demonstrated strong leadership and punctuality by effectively coordinating opening and closing activities for each shift.
Shift Supervisor
Starbucks, Va
01.2020 - 01.2022
- Oversaw preparation and delivery of customer orders, including a variety of hot and cold drinks, seasonal specialties, and an extensive selection of food items.
- Oversaw team operations, fostering a culture of excellence that resulted in surpassing sales objectives by 110%.
- Assisted an average of 110 customers per shift in making informed selections while implementing strategies to boost upselling by 10%.
- Monitored and optimized cash flow operations, maintaining accuracy and accountability for amounts between $2,000 and $10,000 per shift.
Drink maker/Crewmember
Sonic Drive-in, Va
05.2018 - 01.2019
- Executed memorization of 50+ menu items and designed personalized drink options for a diverse clientele of 70 to 200 customers per shift.
- Managed customer interactions effectively, demonstrating poise and professionalism in a dynamic, high-pressure setting.
Education
Diploma -
Thomas Dale High School
Chester, Virginia06.2020
Skills
- Achieved successful conflict de-escalation through effective communication and respect Delivered high-quality work under pressure by maintaining meticulous attention to detail Fostered teamwork and leadership by mentoring peers and aligning efforts with business goals
Timeline
WebChat Customer Service Representative
Maximus, Va
06.2022 - 11.2025
Paint Associate
Home Depot, Va
01.2022 - 06.2022
Production Associate
Perdue Farms, Va
01.2022 - 06.2022
Psychiatric Technician
Central State Hospital, Va
03.2020 - 10.2023
Shift Supervisor
Starbucks, Va
01.2020 - 01.2022
Drink maker/Crewmember
Sonic Drive-in, Va
05.2018 - 01.2019
Diploma -
Thomas Dale High School