DIAMOND LOCKHART
Winter Park
Summary
Customer service & operations professional with 15+ year's experience supporting high volume call centers, mailroom operations, administrative and healthcare enviornments. Proven ability to manage concurrent tasks, maintain regulatory compliance(HIPPA), and deliver consistent, high-quaulity service in a fast-paced setting. Known for providing accuracy, flexibility and strong communication skills in a team setting and customer-facing role.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Mailroom Associate
SPS Global/Synchrony
Lake Mary
08.2025 - Current
- Processes and retrieves documents daily through internal software systems, ensuring accurate uploading, sorting, and scanning into computer-based platforms.
- Maintains organized digital records, verifies document accuracy, and supports efficient mailroom operations through timely and detail-oriented document management.
- Prepares packages and processes all outgoing mail and shipments using USPS, UPS, FedEx, and other courier services.
- Maintain accurate tracking logs for packages and deliveries.
- Operate mailroom equipment, including postage meters, label printers, copiers, and scanners.
- Monitor and maintain inventory of office supplies, restocking supply closets and distribution points as needed.
Customer Service Specialist I
Employers
Maitland
08.2024 - 02.2025
- Answered inbound calls from current worker's compensation policy holders for small businesses. While providing an exceptional customer experience, I answered approximately 60-80 calls per day, along with responding to emails, and chats from our policy service department.
- Demonstrated listening skills to each customer with integrity to promote ease of doing business with Employers.
- Defused conflict situations through research, customer education, and investigation to bring resolution.
- Documented details of interactions consistently, timely and accurately.
- Assisted clients with registering and navigating our online systems by step by step help.
- 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
Lake Mary
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 performed such as temperature checks, and rejections of samples
Customer Service Representative
Waste Management
Orlando
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
Orlando
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.
Education
High School Diploma - Global Business
Robert Hungerford Preparatory High School
Eatonville, FL 08.1999 - 05/2003
Skills
- HIPAA compliance
- Customer support experience within hospitality
- High volume documents scanning
- Document management
- Mailroom operations
- Tracking systems
- In-person customer service
- Shipping and receiving
Certification
Driver's License
Personal Information
Willing To Relocate: Anywhere
Timeline
Mailroom Associate
SPS Global/Synchrony
08.2025 - Current
Customer Service Specialist I
Employers
08.2024 - 02.2025
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
High School Diploma - Global Business
Robert Hungerford Preparatory High School
08.1999 - 05/2003