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
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.
- Provide customers assistance with questions, complaints, and billing inquiries in regards to their auto insurance policies.
- 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.
- Review documents and accurately capture required information.
- Receive and process both electronic and physical documents.
- Follow up with customers to gather missing information or documentation.
- 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
Jack Henry & Associates
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.
- Review documents and accurately capture required information.
- Receive and process both electronic and physical documents.
- 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, TXHigh School Diploma - undefined
Cypress Springs High School
Cypress, TXSkills
- Microsoft Suite
- Product knowledge
- Active Listening
- Product Knowledge
- Service Upselling
- Quotes and sales
- Creative problem solving
- Data Entry
- Administrative Support
- Problem Resolution
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
Jack Henry & Associates
03.2017 - 08.2018
High School Diploma - undefined
Cypress Springs High School
Bachelor of Science - Psychology
University of Houston - Victoria
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