Diamond Mackins
Gastonia,NC
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Versatile office and administrative support professional with comprehensive experience in various office environments. Skilled in managing office tasks, organizing records, and enhancing workflow efficiency. Demonstrated ability to adapt quickly to new software and systems, improving data management and operational processes. Made significant improvements in document organization and internal communication protocols, leading to smoother daily operations.
Adaptable professional in office and administrative support, known for high productivity and efficient completion of tasks. Specialize in data entry, record management, and customer service, ensuring smooth operational flow. Excel in organization, time management, and communication, utilizing these skills to meet and exceed workplace demands.
Resourceful Call Center Representative known for maintaining high productivity and efficiently completing tasks. Specialize in effective communication, quick problem-solving, and accurate record-keeping. Excel in active listening, empathy, and patience, ensuring customer satisfaction and resolution of inquiries with professionalism and warmth.
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Concentrix
Hickory, North Carolina
2017.04 - 2024.11
- Gathered customer feedback through surveys and used the data to improve customer service.
- Led on- and off-site customer support teams across multiple time zones.
- Provided accurate information about products and services to customers.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Collected deposits or payments and arranged for billing.
- Conducted regular follow-up calls with customers after resolving their issues.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Used approved scripts to de-escalate angry customers during telephone interactions.
Billing Specialist
Progressive
Shelby, North Carolina
2020.06 - 2023.12
- Performed data entry into accounting software programs such as QuickBooks.
- Investigated past due invoices and delinquent accounts to generate revenues and reduce number of unpaid and outstanding accounts.
- Provided prompt and accurate services through knowledge of government regulations, health benefits and healthcare terminology.
- Maintained accounting ledgers by verifying and posting account transactions.
- Processed invoice payments and recorded information in account database.
- Completed efficient drop and bulk filing to maintain well-organized and easily accessed systems
- Calculated billing charges, prepared and submitted claims to insurance companies.
- Worked closely with patients to discuss payment arrangements when needed.
- Generated and distributed month-end statements for customers and resolved related concerns.
- Developed financial reports detailing accounts receivable aging status.
- Performed accurate and fully compliant monthly closing processes, accruals and journal entries.
- Generated detailed financial reports for management review.
- Input statement information, reconciled accounts and resolved discrepancies.
Education
High School Diploma -
Gaston College
Dallas, NC2017-04
Skills
- Scheduling
- Account updating
- Complaint resolution
- Process optimization
- Data collection
- Tactful and diplomatic
- Task prioritization
- Proofreading
- Route management
- Multi-task management
- High-energy attitude
- Stress management
- Payment processing
- Product education
- Data entry
- Document control
- Customer relations
- Report transcription
- Relationship building
- Prioritization
- Microsoft Office Suite
- Time management
- Delivery scheduling
- Customer consulting
- Product and service solutions
- Quality control
- Minute taking
- Product promotion
- Administrative support
- Problem-solving
- Sales closing
- Documentation
- Complaint handling
- Creative problem solving
- Coordination
- Customer relationship management (CRM)
- Credit card payment processing
- System implementation
- Report generation
- Clerical support
- Follow-up skills
- CRM software proficiency
- Conflict resolution
- Grammar
- Call center experience
- Call management
- Retail sales customer service
- Call center procedures
- Microsoft outlook
- Technical support
- Account management
- Team development
- Office equipment proficiency
- Member account management
- De-escalation techniques
- POS systems expert
- Strong teamwork
- Customer RMA management
- Positive and professional
- Recordkeeping strengths
Timeline
Billing Specialist
Progressive
2020.06 - 2023.12
Customer Service Representative
Concentrix
2017.04 - 2024.11
High School Diploma -
Gaston College