Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Diamond Ward

Diamond Ward

New Braunfels,TX

Summary

Experienced Remote Customer Service Professional with 11 years of proven success supporting clients across fast-paced, high-volume environments. Skilled in resolving complex issues with professionalism, empathy, and efficiency. Known for exceeding performance metrics while working independently in a fully remote setting. Technically savvy and highly organized with a passion for providing top-tier service.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Service Representative ( Remote )

Amazon
03.2019 - 03.2024
  • Handle 80+ inbound inquiries daily across chat, phone, and email channels for product orders, refunds, and technical issues.
  • Resolve 90% of issues during the first contact while maintaining a 97% customer satisfaction rating.
  • Utilize Amazon Connect, internal CRM, and SOPs to troubleshoot order discrepancies and delivery concerns.
  • Recognized for top-tier productivity and quality assurance performance.
  • Trained new hires remotely and served as a peer mentor during onboarding.

Remote Customer Care Specialist

American Express
02.2015 - 02.2019
  • Provided personalized support for cardholders regarding billing, fraud alerts, and account management.
  • De-escalated sensitive situations with professionalism, achieving high customer loyalty and retention rates.
  • Maintained compliance with privacy/security protocols while navigating internal systems efficiently.
  • Assisted in beta testing and feedback for new customer portal updates.

Customer Support Associate

Wayfair
08.2012 - 01.2015
  • Supported online shoppers with furniture orders, returns, and product recommendations via chat and email.
  • Adapted quickly to remote operations and maintained consistent KPIs across platforms.
  • Partnered with warehouse and shipping teams to coordinate logistics and expedite resolutions.

Education

High School Diploma -

Del Rio High School
Del Rio, TX
06.2011

Skills

  • Remote Customer Support (Phone, Email, Chat)
  • CRM Tools: Zendesk, Salesforce, Amazon Connect
  • Ticketing & Escalation Management
  • Conflict Resolution & Customer Retention
  • Order Processing & Billing Assistance
  • Remote Collaboration (Slack, Zoom, MS Teams)
  • Attention to Detail & Multitasking
  • Self-Motivation & Time Management

Certification

  • Remote Customer Support Fundamentals – Coursera
  • Time Management for Remote Employees – LinkedIn Learning
  • Zendesk Agent Certification – Udemy

Timeline

Customer Service Representative ( Remote )

Amazon
03.2019 - 03.2024

Remote Customer Care Specialist

American Express
02.2015 - 02.2019

Customer Support Associate

Wayfair
08.2012 - 01.2015

High School Diploma -

Del Rio High School

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