Summary
Overview
Work History
Education
Skills
Timeline
AdministrativeAssistant

Diamond Lockhart

Orlando,FL

Summary

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.

Overview

14
14
years of professional experience

Work History

Customer Service Specialist I

Employers
08.2024 - Current
  • 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

Pathnostics
01.2023 - 08.2024
  • 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

Waste Management
01.2022 - 08.2022
  • 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

Orange County Clerk Of Courts
10.2018 - 06.2021
    • 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

Bluegreen Vacations
03.2012 - 10.2018
  • 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

Connextions
11.2010 - 11.2011
  • 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

Florida Career College - Miami
Orlando, FL
10.2023

High School Diploma -

Robert Hungerford Preparatory High School
Eatonville, FL
05.2003

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 - Current

Specimen Accessioner

Pathnostics
01.2023 - 08.2024

Customer Service Representative

Waste Management
01.2022 - 08.2022

Deputy Clerk

Orange County Clerk Of Courts
10.2018 - 06.2021

Confirmation Associate/Training Instructor

Bluegreen Vacations
03.2012 - 10.2018

Pharmacy Help Desk Representative

Connextions
11.2010 - 11.2011

No Degree - Medical Assisting

Florida Career College - Miami

High School Diploma -

Robert Hungerford Preparatory High School

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Diamond Lockhart