Diana Buadze
Plainsboro,NJ
Summary
Experienced Customer Service Representative with a strong focus on effective written and verbal communication. Skilled in active listening, problem analysis, and resolution. Committed to consistently displaying service-oriented behaviors to enhance customer experiences. Deep understanding of customer desires, providing customized solutions that foster loyalty.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Amplity Health ( Sandoz Pharmaceuticals)
06.2024 - 12.2024
- Consistently received high customer satisfaction ratings by actively listening to customer concerns, and accurately documenting issues into sales force.
- Efficiently managed high call volumes, prioritizing urgent issues and effectively identified adverse and technical complaints.
- Prepared thorough documentation addressing client issues.
- Collaborated with internal teams to escalate complex issues and ensure timely resolution for customer concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Recorded customer interactions thoroughly, ensuring follow-up and issue resolution.
Administrative Assistant
Five Points Financial
01.2024 - 04.2024
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Enhanced tax filing accuracy by meticulously reviewing and verifying client information.
- Liaised with accountants to confirm accuracy of client tax returns.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Created and maintained databases to track and record customer data.
- Managed filing system, entered data and completed other clerical tasks.
- Streamlined administrative processes for tax preparation, resulting in increased efficiency and reduced errors.
Customer Service Representative Call center (remote)
Aetna better health
01.2021 - 01.2023
- Maintained a high degree of professionalism and empathy during difficult calls, providing emotional support to distressed patients while addressing their concerns.
- Maintained accurate patient records with diligent data entry and effective communication with healthcare professionals.
- Enhanced call center performance by providing excellent customer service and consistently meeting performance metrics.
- Educated patients on available resources, such as financial assistance programs or support groups relevant to their conditions.
- Reduced wait times for callers by managing a high volume of calls effectively without compromising quality of service.
- Demonstrated adaptability by quickly learning new software systems used for managing patient accounts and medical information.
- Resolved complex issues through active listening, empathetic support, and clear communication with patients.
- Cross-trained and backed up other customer service managers.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Improved patient satisfaction by efficiently handling inbound calls and addressing their medical concerns.
Call Center Representative
Amazing Escape Room Corporate Office
01.2016 - 01.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Processed debit and credit card and electronic check payments.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and requests from prospective customers.
Customer service Rep call center (Temp)
Endocott
01.2015 - 01.2016
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about products and services.
Head Teacher
New Horizons in Autism
01.2007 - 01.2016
- Managed challenging situations calmly and effectively, utilizing de-escalation techniques when needed to maintain a positive learning environment.
- Improved patient outcomes by implementing individualized ABA therapy plans tailored to each client''s needs.
- Utilized a variety of instructional methods including discrete trial training, natural environment teaching, and incidental learning to engage clients throughout therapy sessions effectively.
- Monitored and documented client progress using data collection techniques.
- Facilitated successful transitions for clients moving from one environment to another, such as school or daycare settings.
- Assisted with the development of clients'' adaptive skills, promoting autonomy in various aspects of daily life.
- Conducted thorough assessments to determine individualized goals, continually updating progress reports for optimum results.
- Increased client independence by providing consistent support and guidance in social settings.
- Reduced maladaptive behaviors by implementing tailored behavior modification techniques.
- Encouraged the generalization of learned skills across multiple environments by collaborating with teachers and other professionals involved in the client''s care plan.
- Promoted a safe and supportive learning environment by closely monitoring client interactions and intervening when necessary.
- Enhanced clients'' daily living abilities through the development and execution of individualized treatment plans.
- Collaborated with multidisciplinary teams to develop comprehensive care plans for optimal results.
- Helped students build skills to navigate typical academic and social situations.
- Improved behaviors through modeling, role-playing and other effective strategies.
Education
Diploma -
West windsor plainsboro high school north
06.2006
Skills
- Customer Service
- Data Entry
- Office Administration
- Microsoft Word
- Microsoft Excel
- Microsoft Outlool
- Customer and client relations
- Customer Relations
- Documentation and Recordkeeping
Timeline
Customer Service Representative
Amplity Health ( Sandoz Pharmaceuticals)
06.2024 - 12.2024
Administrative Assistant
Five Points Financial
01.2024 - 04.2024
Customer Service Representative Call center (remote)
Aetna better health
01.2021 - 01.2023
Call Center Representative
Amazing Escape Room Corporate Office
01.2016 - 01.2021
Customer service Rep call center (Temp)
Endocott
01.2015 - 01.2016
Head Teacher
New Horizons in Autism
01.2007 - 01.2016
Diploma -
West windsor plainsboro high school north
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