Diamond Lockhart
Employers
Orlando,FL
14
years of professional experience
Organized and dedicated customer service representative with more than 15 years experience. Providing exceptional customer service in fast-paced environments such as front and back office operations. Offering keen attention to detail and strong decision-making skills to manage multiple, & concurrent tasks. Self-motivated work ethics to perform effectively in independent or team driven environments.
Work History
Customer Service Specialist I
2 Years 2 Months- Deliver an exceptional customer experience while answering daily approximately 60-80 calls, emails, or chats from our policy service department.
- Demonstrate listening skills while exhibiting excellent customer service and integrity to promote ease of doing business with Employers.
- Defuse situations through research, customer education, and investigation.
- Document details of interactions consistently, timely and accurately.
- Assist clients with registering and navigating our online systems.
- Provided follow up through customer communications via phone, email or chat as needed.
- Consistently meeting performance and quality standards.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
Specimen Accessioner
1 Year 7 Months- Adhered to laboratory safety procedures to maintain compliance with quality control standards.
- Collected and organized up to 115 specimens while entering patient and clinical information to begin processing.
- Tracking specimen samples both internally & externally
- Use of LIMS system to enter critical patient data, run reports and track key quality metrics.
- Maintain department logs for actions being preformed such as temperature checks, and rejections of samples
Customer Service Representative
7 Months- Handled customer inquiries and suggestions courteously and professionally.
- Averaging from 60-100 calls with minimal wait and hold times.
- Updated account information to maintain customer records.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responsible for scheduling special bulk items and missed trash pick-ups.
- Responded to customer requests for products, services, and company information.
- Exceeded performance metrics consistently, earning recognition as a top performer within my team and with quality and customer satisfaction surveys.
Deputy Clerk
2 Years 8 Months- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Prepared and executed on a daily over 1000 official documents in Clerk's absence to facilitate timely transactions and departmental functions.
- Tracked internal legal documents and verified submittal to Clerk's office for signature and execution to comply with predetermined guidelines.
- Performed various clerical duties such as fax, file, date and time stamp all documents processed. Assemble hard copies of all electronic files to match data and documentation.
- Routed business correspondence, documents, and messages to correct departments and staff members.
- Working directly within the Civil Division handling small claims cases and evictions
Confirmation Associate/Training Instructor
6 Years 7 Months- Assessed skill gaps for employees and developed training courses to meet identified needs.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Collaborated with fellow instructors to create cohesive lesson plans, ensuring consistency in training quality.
- Responsible for taking inbound & making outbound calls to guests who have reserved dates to travel and attend our timeshare presentation.
- Make sure guests qualify prior to travel and have all required documentation needed in order to qualify.
- Sell resort upgrades, additional nights, rooms, and enhancements to make their vacation dreams come true.
- Coached junior training staff on correct procedures and optimization strategies.
- Increased trainee engagement by implementing a variety of teaching methods tailored to diverse learning styles. Which included making detailed plans with trainees based on their learning needs.
Pharmacy Help Desk Representative
1 Year- Answering inbound calls from Pharmacists from various pharmacies to assist with overrides for RX claims.
- Provided prior authorization codes to assist pharmacists with prescription overrides that have been denied by insurance.
- Served as first contact for troubleshooting instructions for denied pharmacy claims.
Education
No Degree - Medical Assisting
High School Diploma
Skills
Patient Records Documentation
Problem Resolution
Call Center Operations
Quality Assurance Monitoring
Detailed Records and Reporting
File and Database Management
Telephone Etiquette
Active listening
Critical thinking
HIPAA compliance
Call center experience
Customer satisfaction measurement
Timeline
Customer Service Specialist I
Employers
08.2024 - CurrentRead More
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Pathnostics
01.2023 - 08.2024Read More
Customer Service Representative
Waste Management
01.2022 - 08.2022Read More
Deputy Clerk
Orange County Clerk Of Courts
10.2018 - 06.2021Read More
Confirmation Associate/Training Instructor
Bluegreen Vacations
03.2012 - 10.2018Read More
Pharmacy Help Desk Representative
Connextions
11.2010 - 11.2011Read More
Florida Career College - Miami
No Degree from Medical Assisting
Read More
Robert Hungerford Preparatory High School
High School Diploma
Read More