Diamond Washington
Stafford,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
9
9
years of professional experience
Work History
Customer Support Specialist
VSP Vision Care
10.2022 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Multitasked to handle diverse customer needs in high-volume [Type] setting, prioritizing tasks to keep up with challenging deadlines.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Maintained and managed customer files and databases.
Customer Service Representative
Conduent
01.2021 - 10.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Chat Representative
Ubereats
09.2019 - 12.2020
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Handled inbound customer chat conversations from various websites.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Assisted customers with order placement, product returns and order tracking.
Customer Service Representative
Toyota Financial Services
06.2018 - 08.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Representative
Sutherland Global
12.2017 - 05.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Closing Manager
Divine Angels Learning Academy
10.2016 - 11.2017
- Secured safety of business and employees at closing time by locking doors, reducing lighting and checking surrounding areas for suspicious activity.
- Prepared registers for closing shift and assigned team member positions while maintaining high level of guest service.
- Stocked empty shelves and assembled merchandise neatly on racks and in displays to prepare for opening shift.
- Utilized checklists to stay organized and ready when guests arrived and completed management duties before closing.
- Encouraged atmosphere of teamwork by supporting staff and fostering cooperation and trust through fairness and consistency.
- Served as first contact in escalation path to resolve questions between team members, customers and third-party vendors.
Early Head Start Teacher
Divine Angels Learning Academy
09.2015 - 10.2016
- Implemented age-appropriate curricula to meet needs of young learners.
- Established positive relationships with students and families.
- Guided students to develop social, emotional and physical skills.
- Assessed student progress and provided feedback on educational development.
- Supported students in developing self-esteem and self-confidence.
- Monitored classroom to verify safe and secure environment.
Summer Camp Director
Divine Angels Learning Academy
06.2014 - 08.2015
- Maintained fun, learning-focused atmosphere by smoothly handling conflicts and developing culture centered around collaboration and personal responsibility.
- Arranged packed activity schedule with numerous outdoor activities, crafts and learning opportunities.
- Oversaw team of counselors and support team members.
- Offered campers compassionate support for personal and social issues, helping each develop positive skills for dealing with interpersonal conflicts.
- Supervised camper and team safety by issuing clear directives for ideal behaviors and required monitoring strategies.
Education
Bachelor of Business Administration -
American InterContinental University
Houston, TX05.2024
Associate of Applied Business - Business Administration And Management
Florida Career College - Miami
Houston, TX06.2023
High School Diploma -
Mayde Creek High School
Houston, TX06.2014
Skills
- [Product or Service] Support
- Customer Response
- Payment Processing
- Salesforce
- Quality Assurance
- Ticket Management
- Call Management
- Microsoft Excel
- Customer Service
Timeline
Customer Support Specialist
VSP Vision Care
10.2022 - Current
Customer Service Representative
Conduent
01.2021 - 10.2022
Customer Service Chat Representative
Ubereats
09.2019 - 12.2020
Customer Service Representative
Toyota Financial Services
06.2018 - 08.2019
Customer Service Representative
Sutherland Global
12.2017 - 05.2018
Closing Manager
Divine Angels Learning Academy
10.2016 - 11.2017
Early Head Start Teacher
Divine Angels Learning Academy
09.2015 - 10.2016
Summer Camp Director
Divine Angels Learning Academy
06.2014 - 08.2015
Bachelor of Business Administration -
American InterContinental University
Associate of Applied Business - Business Administration And Management
Florida Career College - Miami
High School Diploma -
Mayde Creek High School