Diana Castaneda
San Antonio,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Flooring Services S.W
09.2022 - 02.2023
- Reported delays, accidents or other situations.
- Tracked changes in computer system to keep records current and accurate.
- Recorded complaints and discussed possible solutions with personnel to prevent negative word of mouth.
- Dispatched daily work orders to repair techs according to priority.
- Actively listened to work staff, handled concerns quickly and escalated major issues to supervisor.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Maintained clean and organized files by keeping accounts payable records up-to-date.
- Maintained accurate and complete documentation to facilitate accounting and filing functions.
- Filed documents such as invoices, receipts, employee reimbursements, and statements.
- Coordinated with subcontractors to facilitate on-time delivery of supplies and flooring materials.
Customer Service Representative
Flooring Services S.W
09.2021 - 10.2021
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Made outbound calls to obtain account information.
Collections Specialist
GC Services
08.2021 - 09.2021
- Processed payments and applied to customer balances.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Achieved performance goals on consistent basis.
Customer Service Representative
ANR construction
01.2017 - 08.2021
- Assisted customers with prompt and polite support in-person and via telephone.
- Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
- Established rapport with customers using active listening and interpersonal skills.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Supported management by processing invoices and documents with consistent on-time delivery.
- Matched purchase orders with invoices and recorded necessary information.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
Cash Vault Teller
Brinks
12.2019 - 08.2020
- Completed all tasks promptly and with minimal oversight
- Assisted with tasks and work duties during slow periods to maintain team productivity
- Balanced currency, coins, and checks in cash drawers at ends of shifts and calculated daily transactions using computers, calculators, and adding machines
- Counted every piece of currency carefully when accepting or dispensing cash.
- Properly processed deposits, withdrawals and payments for average of 10+ customers daily
Teller
First Convenience Bank
01.2019 - 09.2019
- Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
- Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
- Welcomed customers and offered pleasant service during entire transaction.
- Responded and assisted customers with account inquiries and updates.
- Explained bank services, financial products and applicable fees to customers.
- Opened new checking, savings and lines of credit for customer accounts.
- Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
- Trained new hires on customer service policies and procedures.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Managed to increase sales by 5%
Sales Associate/Store Protection Specialist
Ross
10.2017 - 12.2018
- Resolved customer concerns using strong communication and conflict management skills
- Helped customers navigate store, complete sales and process returns
- Met or exceeded individual sales goals and key performance indicators (KPIs)
- Boosted sales by building attractive displays and merchandising products
- Lifted, pushed, and pulled up to 25 pounds regularly
- Accomplished multiple tasks in fast-paced environment
- Rotated stock through clearance markdowns and special sales promotions
- Trained and developed new sales team associates in products, selling techniques, and company procedures.
- Conducted daily store walk-throughs to identify potential security risks.
- Investigated and documented thefts and suspicious activity to improve issue prevention.
- Calmly and efficiently addressed emergency situations such as safety hazards and threats to life or property, deescalating when possible, and directing shoppers to safety.
- Trained personnel on security best practices, protocols and procedures.
- Evaluated exhibited behavior and age of suspected perpetrators to calculate appropriate response to suspected theft attempts, erring on side of caution to mitigate liability risk.
Education
High School Diploma -
Sidney Lanier High School
San Antonio, TX06.2014
Skills
- Complex Product Knowledge
- Sales and Upselling
- Customer Service
- Clerical Support
- Efficiency Determination
- Goals and Performance
- Good Listening Skills
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Flooring Services S.W
09.2022 - 02.2023
Customer Service Representative
Flooring Services S.W
09.2021 - 10.2021
Collections Specialist
GC Services
08.2021 - 09.2021
Cash Vault Teller
Brinks
12.2019 - 08.2020
Teller
First Convenience Bank
01.2019 - 09.2019
Sales Associate/Store Protection Specialist
Ross
10.2017 - 12.2018
Customer Service Representative
ANR construction
01.2017 - 08.2021
High School Diploma -
Sidney Lanier High School
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