Diana Arapa
Buena Park
Summary
Leadership is my passion.
Seasoned Senior Customer Service Manager with broad experience in leading diverse teams, driving customer satisfaction improvement initiatives, and streamlining processes for efficiency. Strengths include strategic planning, team leadership, conflict resolution, and customer relationship management. In previous roles, have successfully enhanced overall customer experience scores by implementing innovative strategies and fostering a culture of continuous service improvement.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Manager
Alleviate Financial Solutions
Buena Park
01.2022 - 08.2024
- Implemented operational structure and processes to facilitate business performance.
- Provided coaching and development training to staff responsible for customer support, escalations and correspondence teams.
- Managed budgets and forecasts.
- Led customer service team to enhance client satisfaction and retention.
- Implemented feedback systems to address customer concerns effectively.
- Coordinated cross-departmental efforts to streamline service processes.
- Managed escalated customer inquiries and resolved complex issues promptly.
- Fostered a culture of teamwork and open communication among staff.
- Oversaw daily operations to ensure adherence to company policies and standards.
- Resolved escalated customer complaints in a timely manner.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Evaluated employee job performance and motivated staff to improve productivity.
- Monitored phone calls to provide feedback and coaching.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
Retention and Escalation Supervisor
Alleviate Financial Solutions
Buena Park
01.2020 - 12.2021
- Responsible for planning and executing marketing campaigns such as loyalty and lifecycle customer-triggered journeys to increase growth and revenue, and maximize customer lifetime value.
- Facilitate creation of escalation and End of term department.
- Proven record of success boosting client retention by more than 15%.
- Promote teamwork through consistency, reliability, and group cohesiveness.
- Co-lead process improvements related to support and operations continuously and share opportunities with Leadership.
- Work interdepartmentally to assist with any escalations or retention related projects.
- Supervised escalation team to address complex customer issues effectively.
- Collaborated with departments to streamline resolution processes and improve communication.
- Trained staff on best practices for handling escalated inquiries and complaints.
- Analyzed case trends to identify recurring issues and recommend solutions.
- Facilitated meetings to review escalation cases and develop action plans.
- Coordinated with management to develop strategies for improving customer satisfaction.
- Developed training materials for customer service team members on proper handling of escalated calls.
- Drafted reports on customer escalations and presented findings to management in order to identify trends and recommend process changes.
Collection Supervisor
Westlake Financial
01.2018 - 12.2020
- Supervise, coach, counsel, participate in department staffing.
- Monitor live reports and address concerns when identified.
- Document all interactions with agents / Update coaching log.
- Monitor collection calls for accuracy, FDCPA compliance, and successful collection calls.
- Apply and enforce company and department policies in conjunction with senior leadership.
- Handle escalated customer/ subordinate complaints.
Insurance Customer Service Specialist
First American
01.2015 - 12.2018
- Educated customers on insurance products and services available.
- Collaborated with underwriters to address policy discrepancies.
- Maintained customer records using proprietary management software.
- Coordinated renewal processes and updates for client policies.
- Provided training for new team members on customer service protocols.
- Analyzed survey results from customers in order to improve overall service quality.
- Conducted follow-up calls to ensure customer satisfaction with service provided.
- Maintained up-to-date knowledge of all products, services, and promotions offered by the company.
- Processed customer payments, issued refunds, and updated billing records accordingly.
- Handled escalated calls from dissatisfied customers in a professional manner.
- Reviewed documents such as applications, endorsements, riders, renewals, for accuracy.
- Provided quotes for potential customers by utilizing company software.
Education
Bachelor of Business Management -
Buena Park, CaliforniaSanta Ana College
Santa Ana High School
Skills
- Tech Savvy
- Critical Thinking
- Leadership
- Compliance
- Call Center
- Development
- Customer relationship management
- Quality control
- Financial forecasting
- Staff recruitment
- Complaint resolution
- Process improvement
- Team leadership
- Cross-department collaboration
- Performance evaluation
- Training development
- Effective communication
- Time management
- Problem solving
- Work prioritization
- Account resolution
- Sales expertise
- New hire training
- Schedule coordination
- Regulatory compliance
- Metric tracking
- Workforce management
- Customer relationship management (CRM)
- Call monitoring
- Decision-making
- Client onboarding
Languages
- English, fluent
- Spanish, fluent
Timeline
Senior Customer Service Manager
Alleviate Financial Solutions
01.2022 - 08.2024
Retention and Escalation Supervisor
Alleviate Financial Solutions
01.2020 - 12.2021
Collection Supervisor
Westlake Financial
01.2018 - 12.2020
Insurance Customer Service Specialist
First American
01.2015 - 12.2018
Bachelor of Business Management -
Santa Ana College
Santa Ana High School