Diana Chaves
Los Angeles,CA
Summary
Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.
Overview
8
8
years of professional experience
Work History
Debt Settlement Specialist
Simple Debt Solutions
01.2023 - Current
- Build rapport and leverage customer relationships with existing and potential consumers with the goal of meeting customer needs.
- Thrive in a fast-paced environment with the ability to multitask and follow up with multiple customers and work on multiple leads each day.
- Analyze consumer-specific situations and provide the appropriate solution by advising consumers as to the appropriate debt resolution.
- Develop and maintain a strong understanding of debt settlement laws and regulations to ensure compliance in overall interactions.
- Passionate about helping customers achieve their financial goals.
Debt Settlement Specialist
Renew Debt Relief
11.2021 - 12.2023
- Successfully acquire new customers through prospecting efforts and by fielding new inbound inquiries.
- Engage customers from our existing database through various channels (phone, email, SMS, etc.).
- Work and collaborate with members of cross-department team to manage active, in-process business and provide exceptional, responsive customer service.
- Analyze client portfolios to determine the best strategy to help clients achieve financial freedom as quickly as possible.
- Responsible for achieving monthly KPIs set by management.
Community Operations, Team Lead
Uber Technologies
07.2017 - 07.2021
- Achieved 20% increase in driver retention and supply in the U.S.
- And Canada by leading a team of dedicated Account Managers supporting drivers from sign-up to activation, proactive outreach, and continuous support for up to 30 days after the first trip.
- Elevated the team's quality assurance metrics by 15% through the establishment of a collaborative quality assurance program.
- Conducting weekly audits and offering performance feedback, I engaged with team members at all levels, ensuring continuous improvement and quality standards adherence.
- Implemented a comprehensive communication strategy, including weekly team meetings and individual coaching sessions, resulting in a 20% improvement in team productivity and customer satisfaction ratings.
- Developed and delivered training programs for internal staff, enhancing their understanding of company policies and standards, resulting in a 15% increase in compliance.
- Supported international market expansion into Vancouver by collaborating with various internal stakeholders across the company.
Education
No Degree -
Santa Monica College
Los Angeles, CABBA -
Universidad Autonoma De Occidente
Skills
- Debt Pay Pro
- Salesforce
- Slack
- G-Suite
- Microsoft Office Suite
- Leadership & Training
- Sales
- Project Management
- Account Management
- Excellent Retention
- Relationship Building
- Business Development/ROI
- Budget Development & Forecasting
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Debt Settlement Specialist
Simple Debt Solutions
01.2023 - Current
Debt Settlement Specialist
Renew Debt Relief
11.2021 - 12.2023
Community Operations, Team Lead
Uber Technologies
07.2017 - 07.2021
No Degree -
Santa Monica College
BBA -
Universidad Autonoma De Occidente
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