Diamond Toney
Washington,DC
Summary
Productive call center representative with several years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings.
Overview
12
12
years of professional experience
Work History
Member Service/Towing Operations (WFH Call Center)
Geico/BoatUS
Springfield, VA
04.2021 - 03.2024
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Led the identification and assessment of over 150 distress signals from boaters, reducing response time by 20% and achieving a 90% One Call Resolution (OCR) rate.
- Ensured compliance with stringent safety regulations (NTSB, USCG) by conducting regular safety audits and equipment checks, reducing operational risks by 15%.
- Trained 50+ members in providing accurate GPS coordinates using Apple Maps and Google Maps, improving emergency response accuracy by 30% and reducing Average Handle Time by 15%.
- Managed dispatch of over 200 emergency roadside services (jump starts, tire changes, lockout services), reducing Average Handle Time (AHT) by 20% through ATLAS system optimization.
- Coordinated with TBUS towers and the US Coast Guard via SAT radio and phone, ensuring timely assistance to over 100 boaters, leading to a 98% success rate in emergency response.
- Enhanced customer satisfaction by 15% through selling and servicing 100+ memberships, using probing questions to offer tailored solutions, and achieving 95% One Call Resolution.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Maintained high levels of professionalism while interacting with customers via phone or email.
Protective Security Officer
Securitas Security Services
Newport, TN
05.2020 - 11.2020
- Secured a Safe Guard license/certification in Tennessee, enabling me to enhance security protocols and ensure compliance with state regulations, resulting in reduction of safety violations.
- Monitored CCTV systems, detecting and reporting 50+ suspicious activities per week, leading to a 15% decrease in security breaches and enhancing overall safety.
- Developed and implemented response strategies for 10+ emergency scenarios (fires, medical emergencies, bomb threats), reducing response time by 30% and ensuring 100% resolution rate.
- Conducted daily inspections of premises, identifying and preventing 20+ potential vandalism or theft attempts, maintaining a secure and safe environment for all employees.
- Implemented access control measures, screening 100+ visitors and employees daily, successfully preventing unauthorized access and maintaining a 100% incident-free workspace.
- Ensured a COVID-safe work environment by conducting daily temperature checks for 400 employees and enforcing cleanliness protocols, contributing to a 0% on-site transmission rate
Mortgage Specialist (Hybrid/Call Center)
Wells Fargo
Frederick, MD
01.2017 - 05.2020
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Managed an average of 100+ daily incoming calls, maintaining a 95% customer satisfaction rate and a 90% First Call Resolution (FCR) in a high-pressure environment.
- Interpreted and clarified Fannie Mae, Freddie Mac, FHA, and VA investor guidelines, resolving over 150 inquiries monthly with 98% accuracy, contributing to lender satisfaction.
- Served as the primary contact for resolving 50+ investor-related exceptions monthly, achieving a 90% resolution rate on first contact and improving customer satisfaction by 20%.
- Reviewed 200+ mortgage loan documents monthly, ensuring 100% compliance with Fannie Mae, Freddie Mac, FHA, and VA guidelines, reducing processing errors by 15%
- Facilitated clear and concise communication with customers, lenders, and attorneys via phone, Teams, Webex, and Outlook, contributing to a 95% customer retention rate.
- Prepared loan documents such as credit reports, income statements, appraisals, and closing statements.
- Maintained high levels of professionalism while interacting with customers via phone or email.
Wells Fargo Merchant Services
First Data
Hagerstown, MD
08.2015 - 12.2016
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Responded to 50+ service requests weekly and proactively managed preventive maintenance for 100+ systems, improving task completion time by 20% and enhancing customer satisfaction.
- Verified 100+ customers and clients weekly using the LexisNexis verification process, ensuring 100% compliance with security protocols and preventing potential fraud cases.
- Built strong rapport with service contractors, negotiating rates that reduced service costs by 15%, while maintaining a 90% customer satisfaction rate.
- Enhanced transparency by providing accurate service status updates, time estimates, and costs to 50+ clients weekly, improving customer trust and increasing retention by 10%.
- Reviewed and negotiated scopes of work and pricing, reducing customer costs by 20%, while ensuring 100% alignment with service level agreements and maintaining service quality.
- Utilized advanced knowledge of Excel, Outlook, and Word to manage 50+ tasks concurrently, streamlining workflows and improving task completion rates by 25%
Cashier Team Lead
Target
Forestville, MD
11.2011 - 01.2015
- Greeted 200+ customers daily with a friendly demeanor, maintaining a 95% customer satisfaction rate and contributing to a positive shopping experience.
- Handled $2,000+ in daily transactions and processed coupons with 100% accuracy, ensuring proper financial procedures and minimizing errors.
- Assisted 50+ customers daily by directing them to the appropriate departments, contributing to a 10% improvement in customer navigation and satisfaction.
- Managed daily stocking of end caps in the registered area, ensuring 100% product availability and contributing to a 15% increase in sales through organized displays.
- Maintained a clean and stocked work area, adhering to safety and hygiene standards, resulting in a 100% compliance rate during internal safety inspections.
- Worked collaboratively with a 15-member team, enhancing store operations and improving customer satisfaction scores by 10%, aligning with the "Fast, Fun, and Friendly" motto.
Education
High School Diploma -
Suitland High School
District Heights, MD05-2012
Skills
- Communication & Active Listening
- Customer Service and Customer Relationship Management
- Problem Solving
- Operational Efficiency
- One Call Resolution/ Call Center Metrics
- Microsoft Word, Excel, Power Point
- Security and Risk Management
- Emergency Response Coordination
Timeline
Member Service/Towing Operations (WFH Call Center)
Geico/BoatUS
04.2021 - 03.2024
Protective Security Officer
Securitas Security Services
05.2020 - 11.2020
Mortgage Specialist (Hybrid/Call Center)
Wells Fargo
01.2017 - 05.2020
Wells Fargo Merchant Services
First Data
08.2015 - 12.2016
Cashier Team Lead
Target
11.2011 - 01.2015
High School Diploma -
Suitland High School