Diana Alvarez
Imperial,CA
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. 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.
Overview
23
23
years of professional experience
Work History
Administrator
MA Transport
Imperial, CA
10.2019 - Current
- Answered telephones to take messages or redirect calls to appropriate colleagues.
- Improved office organization by developing filing system and customer database protocols.
- Followed up with customer accounts to resolve unpaid or past due accounts.
- Checked office stock to determine supply levels and maintain inventory.
- Monitored payroll, credit card purchases and invoicing to prevent financial errors.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Identified needs of customers promptly and efficiently.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Organized client meetings to provide project updates.
- Evaluated needs of departments and delegated tasks to optimize overall production.
Customer Service Agent
Federal Express
Imperial, CA
06.2000 - 06.2010
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed high-volume of inbound and outbound customer calls.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Reviewed files, records and other obtained documents to respond to customer requests.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Maintained strong call control and quickly worked through scripts to address problems.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Helped clients navigate online systems within established frameworks to obtain services.
- Returned customer calls in established turnaround time to meet company objectives.
- Investigated and solved routine and complex customer issues to earn repeat business.
- Suggested suitable options for unavailable products and services to retain customers.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Consulted with customers to resolve service and billing issues.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Mentored new employees on procedures and policies to maximize team performance.
Education
High School Diploma -
Imperial High School
Imperial, CA06.1994
Skills
- Business Development
- Operations Management
- Strategic Planning
- Travel Coordination
- Verbal and Written Communication
- Contract Processing
- Office Management
- Presentation Creation
- Executive Support
- Business Administration
- Personable and Approachable
- Events Coordination
- MS Office
- Sorting and Labeling
- Data Confidentiality
- Project Management
- Financial Leadership
- Program Oversight
- Expense Monitoring
- Travel Arrangements
- Financial Oversight
- Bookkeeping
- Documentation and Reporting
- Administrative Support
- Reporting and Documentation
- 52 Wpm Typing Speed
- Expense Reporting
- Relationship Development
- Customer Service
- Honest and Ethical
- Project Coordination
- Equipment Usage Tracking
- Office Administration
- Scheduling
- Recordkeeping and File Management
Languages
Spanish
Professional
Timeline
Administrator
MA Transport
10.2019 - Current
Customer Service Agent
Federal Express
06.2000 - 06.2010
High School Diploma -
Imperial High School