Diana Balandran
Kansas City,MO
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
18
18
years of professional experience
Work History
Customer Care Representative
Bread Financial
01.2018 - 06.2024
- Helped volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained and managed customer files and databases.
- Contributed to team success, consistently achieving call center performance metrics.
- Communicated with clients regarding account services, statements, and balances.
- Monitored social media platforms for any customer complaints or inquiries, addressing them promptly through appropriate channels.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Driver
KCTG
09.2013 - 01.2018
- Followed all relevant traffic laws and safety regulations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Achieved safe driving records by consistently following traffic rules and regulations.
- Delivered customer on time to requested location.
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
- Maintained professional and friendly demeanor during deliveries to uphold company reputation.
Senior Customer Service Representative
H&R Block
01.2011 - 01.2013
- Contributes to the positive, team-oriented atmosphere in a very diverse workplace
- Demonstrates world class customer service by ensuring security of client information, promoting and educating company products relative to customer needs, and resolving complaint and inquiry issues
- Exhibits analytical, interpersonal, and problem solving skills for individual and business clients
- Uses excellent oral and written communication skills while collaborating with co-workers, customers and management personnel
- Knowledgeable of common journals and legal documents relative to the financial industry
- Consciously processed lines of credit and card applications in an electronic format.
Bi-lingual Customer Service Specialist
New Directions Behavioral Health
01.2011 - 01.2012
- Educated members using English and Spanish bilingual skills to ensure clear understanding of service benefits as well as connect clients to appropriate network provider
- Uses interpersonal communication skills to ensure health care providers have correct patient benefit information
- Ensure proper routing of client communications, especially those in crisis, to on-site clinicians
- Efficiently documents all communications to safeguard client information and meet HIPAA guidelines
- Trained new office staff to establish a consistent, efficient working environment.
Bilingual Pharmacy Assistance - Program Coordinator
KUHP Silver City Health Center
01.2008 - 01.2010
- Utilized English and Spanish bilingual skills to educate patients on proper use of medications to aid in the prevention of medication misuse
- Coordinated and maintained patient, financial, medication, and dispensary records
- Utilized Microsoft Excel to ensure efficient report preparation on a monthly, quarterly and annual basis
- Demonstrated administrative skills by managing front desk, including client check in/check out, setting up employee schedules to ensure proper shift coverage, maintained cash and charge account receivables
- Audited patient charts to prepare next day files.
Bilingual Pharmacy Assistant – Patient Services
United Health Care Prescription Solutions
01.2007 - 01.2008
- Trained new patient services employees to ensure policies and procedures are followed
- Provided exceptional patient services by utilizing English and Spanish bilingual skills to answer private and government insurance questions
- Routed incoming calls to appropriate departments and providers to maintain high quality customer service
- Utilized oral and written communications skills to assist network pharmacies with override and processing issues.
Client Care Giver
Home Instead
01.2006 - 01.2007
- Assisted elderly client with cognitive and physical health needs
- Maintained security and cleanliness of client’s home
- Managed medication dispensing to ensure client kept on doctor recommended schedule.
Education
Master of Education - Adult Education & Training
American InterContinental University
01.2013
Bachelor of Arts - Human Resource Management
American InterContinental University
01.2012
Associate of Arts - Business Administration, Medical Coding and Billing
American InterContinental University
01.2010
Skills
- Microsoft Word
- Teams
- Account updating
- 65 wpm Typing Speed
- Customer Service
- Problem Resolution
- Payment Processing
- Customer Relations
- First Call resolution
- Call Documentation
- Product Knowledge
- Medical terminology knowledge
- Call Metrics
- Salesforce CRM
Key Qualifications
- Accept and appreciate the collaborative opportunities a highly diverse workplace offers
- Develops trust, personal rapport, and strong working relationships with staff
- Contributes to a positive work environment, maintaining an open-mind and sense of humor
- Keeps accurate and efficient records, adhering to schedules, deadlines, and goals
Timeline
Customer Care Representative
Bread Financial
01.2018 - 06.2024
Driver
KCTG
09.2013 - 01.2018
Senior Customer Service Representative
H&R Block
01.2011 - 01.2013
Bi-lingual Customer Service Specialist
New Directions Behavioral Health
01.2011 - 01.2012
Bilingual Pharmacy Assistance - Program Coordinator
KUHP Silver City Health Center
01.2008 - 01.2010
Bilingual Pharmacy Assistant – Patient Services
United Health Care Prescription Solutions
01.2007 - 01.2008
Client Care Giver
Home Instead
01.2006 - 01.2007
Master of Education - Adult Education & Training
American InterContinental University
Bachelor of Arts - Human Resource Management
American InterContinental University
Associate of Arts - Business Administration, Medical Coding and Billing
American InterContinental University