Diana McBride
Montgomery,AL
Summary
Customer Service Professional with over 10 years of experience in remote and in-person support, enhancing customer satisfaction through effective communication and conflict resolution. Store Manager with a focus on retail operations and team leadership, achieving profitability through strategic task prioritization and team development.
Overview
1
1
year of post-secondary education
12
12
years of professional experience
Work History
Store Manager
MAPCO
02.2025 - Current
- Handled escalated customer issues, ensuring effective service recovery.
- Resolved customer concerns efficiently, enhancing overall satisfaction.
- Coached and supported team of seven, fostering a collaborative environment.
- Trained new employees on customer service procedures. on customer service standards.
- Maintain accurate records and daily reporting.
Driver Support Specialist
Gopuff
03.2021 - 09.2021
- Supported delivery drivers via phone, email, and chat to enhance operational efficiency.
- Resolved delivery, routing, and account issues to minimize disruptions and improve driver satisfaction.
- Delivered exceptional customer service in a fast-paced virtual setting.
- Documented customer interactions accurately.
- Provided exceptional customer service in fast-paced virtual setting, fostering positive driver experiences.
Email Claims Specialist
Sedgwick
12.2018 - 03.2021
- Managed email communications for insurance claims, ensuring timely and clear updates for claimants.
- Responded promptly to customer and client inquiries, enhancing satisfaction and trust.
- Collaborated remotely with internal departments to resolve issues, streamlining claim processes.
- Ensured confidentiality of sensitive information during processing tasks.
- Achieved productivity and quality standards while working from home. while working from home.
Customer Service Representative
Sitel
10.2016 - 01.2018
- Delivered customer support through inbound phone calls, addressing inquiries and resolving issues promptly.
- Guided customers through billing inquiries, account management tasks, and troubleshooting processes to enhance their experience.
- Focused on improving customer satisfaction by actively addressing feedback and concerns. while working remotely.
- Provided customer support via inbound phone calls.
- Worked diligently to meet customer satisfaction goals through effective communication. while adapting to remote work environment.
Customer Service Representative
Convergent Resources Inc.
04.2014 - 09.2016
- Assisted customers with account inquiries and payment options, enhancing customer satisfaction.
- Resolved customer concerns professionally and efficiently, contributing to a positive customer experience.
- Maintained accurate customer records.
- Achieved productivity and quality metrics in a remote call center environment, supporting overall team goals.
Education
Esthetician Studies -
Elaine Sterling Institute
Atlanta, GA 10.2024 - 07.2025
High School Diploma -
Carver Senior High School
Montgomery , ALSkills
- Customer Success
- Remote Customer Service
- Phone Support
- Email Support
- Chat Support
- CRM Software
- Claims Processing
- Data Entry
- Microsoft Office
- Google Workspace
- Time Management
- Conflict Resolution
- Customer Retention
Timeline
Store Manager
MAPCO
02.2025 - Current
Esthetician Studies -
Elaine Sterling Institute
10.2024 - 07.2025
Driver Support Specialist
Gopuff
03.2021 - 09.2021
Email Claims Specialist
Sedgwick
12.2018 - 03.2021
Customer Service Representative
Sitel
10.2016 - 01.2018
Customer Service Representative
Convergent Resources Inc.
04.2014 - 09.2016
High School Diploma -
Carver Senior High School