Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Diamond Hensley

Houston

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Test Scorer

Data Recognition Corporation
04.2022 - Current
  • Assisted peers in understanding difficult concepts or questions within assigned subject areas when needed.
  • Upheld company policies and procedures during the scoring process, ensuring a high degree of professionalism and integrity.
  • Provided valuable feedback on exam content and design, contributing to improvements in future testing materials.
  • Communicated effectively with team members regarding challenges faced during the scoring process, promoting problem-solving discussions that led to improved outcomes.
  • Enhanced test scoring accuracy by implementing standardized evaluation processes and guidelines

Customer Service Representative

Esurance, Allstate Insurance
01.2020 - 12.2021
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provide customers assistance with questions, complaints, and billing inquiries in regards to their auto insurance policies.
  • Identified cross-selling opportunities among existing customers.
  • Advised clients on coverage amounts needed based on individual circumstances.
  • Spent ample time with each customer, verbally reviewing and explaining documents for client comprehension.
  • Data entry, transferring and converting faxed, emailed, or mailed documents to the appropriate systems.
  • Enhanced insurance agency reputation by accommodating new and different requests and by exploring opportunities to add value.
  • Built relationships with clients through active listening and being proactive to provide excellent service.

Retention Specialist

AT&T
10.2018 - 12.2019
  • Managed large amounts of inbound and outbound calls in a timely manner.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Seize opportunities to upsell products when they arise.
  • Reviewed successes and failures to learn from previous mistakes.
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Customer Service Representative

Conduent
03.2017 - 08.2018
  • 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.

Education

Bachelor of Science - Psychology

University of Houston - Victoria
Victoria, TX

High School Diploma -

Cypress Springs High School
Cypress, TX

Skills

  • Microsoft Suite
  • Quotes and sales
  • Product knowledge
  • Creative problem solving
  • Active Listening
  • Data Entry
  • Product Knowledge
  • Administrative Support
  • Service Upselling
  • Problem Resolution

Certification

  • Adjuster - All Lines
  • General Lines Agent - Property & Casualty

Timeline

Test Scorer

Data Recognition Corporation
04.2022 - Current

Customer Service Representative

Esurance, Allstate Insurance
01.2020 - 12.2021

Retention Specialist

AT&T
10.2018 - 12.2019

Customer Service Representative

Conduent
03.2017 - 08.2018

Bachelor of Science - Psychology

University of Houston - Victoria

High School Diploma -

Cypress Springs High School

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