DIANA CARRICO
PAOLA,KS - Kansas
Summary
Proven performer at CenturyLink / Brightspeed, adept in problem-solving and critical thinking, streamlined operations by enhancing team productivity and customer satisfaction. Excelled in multitasking and active listening, contributing to a customer-centric culture and consistently exceeding performance metrics. Demonstrated adaptability and effective communication, driving improvements and fostering collaboration.
Overview
14
14
years of professional experience
Work History
Operations Tech I
CenturyLink / Brightspeed
02.2011 - 08.2024
- Collaborated cross-functionally with diverse teams to achieve shared objectives in a timely manner.
- Optimized digital resources through routine troubleshooting and proactive system updates.
- Evaluated potential software applications for compatibility with current systems, recommending effective solutions when appropriate.
- Actively contributed ideas during strategy sessions that resulted in increased member engagement.
- Participated in ongoing professional development opportunities to expand technical knowledge base.
- Improved team productivity by implementing effective time management strategies during projects.
- Streamlined communication between team members, fostering a collaborative environment for project success.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Sought ways to improve processes and services provided.
Debt Collector Agent
Aerotek
08.2010 - 02.2011
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked effectively in fast-paced environments.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Education
Bachelor of Arts - English Literature, Business Minor
Emporia State University
Emporia, KS05.1999
Skills
- Attention to Detail
- Teamwork and Collaboration
- Problem-Solving
- Multitasking
- Customer and Service-Oriented
- Reliability
- Effective Communication
- Task Prioritization
- Self Motivation
- Adaptability
- Critical Thinking
- Active Listening
Languages
German
Limited Working
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Work-life balanceFlexible work hoursPaid sick leave401k matchPaid time offCareer advancementPersonal development programsHealthcare benefitsCompany CultureWork from home optionTimeline
Operations Tech I
CenturyLink / Brightspeed
02.2011 - 08.2024
Debt Collector Agent
Aerotek
08.2010 - 02.2011
Bachelor of Arts - English Literature, Business Minor
Emporia State University
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