Diana Goins
Customer service
Bolivia,NC
Summary
Proven to excel in high-pressure environments, I leveraged my strong organizational skills and technical automotive knowledge at Royal Coach and Motor Works to enhance service efficiency and customer satisfaction. My adeptness at warranty processing and empathetic client communication consistently drove positive outcomes, contributing to a notable increase in departmental productivity.
Overview
27
27
years of professional experience
Work History
Automotive Service Writer
Royal Coach and Motor Works
07.2019 - 08.2024
- Used Software computer system to enter customer information, create service records, order parts and develop cost estimations.
- Streamlined the appointment scheduling process for better time management and increased productivity.
- Utilized dealership software systems proficiently for scheduling, billing, documentation and reporting purposes.
- Maintained a clean and organized service area, enhancing overall appearance of the dealership and promoting professionalism.
- Managed warranty claims efficiently, liaising between customers, technicians, and manufacturers for smooth resolutions.
- Provided excellent customer service, consistently receiving positive feedback from clients on surveys and online reviews.
- Delivered prompt service to prioritize customer needs.
- Participated in ongoing training programs to stay current on industry trends, improving knowledge of new vehicles and technology advancements.
- Provided customers with estimation of repair costs and reasonable timeline for completion of service.
- Assisted in boosting profit margins with up-selling additional services when appropriate to meet customer needs.
- Monitored technician performance metrics to identify areas for improvement or commendation within the team environment.
- Greeted and registered customers requiring service and directed automobiles to service garage.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Paint / Customer Service
Lowes Home Improvment
05.2018 - 07.2019
- Assisted customers with color selection and application techniques for optimal results.
- Conducted inventory management tasks to ensure proper stock levels and availability of popular paint products.
- Supported sales initiatives by upselling additional products and services based on customer needs.
- Streamlined the checkout process for customers through accurate transactions and timely assistance.
- Collaborated with team members to maintain a clean and organized store environment, promoting efficient operations.
- Provided prompt responses to online inquiries, assisting customers with product information, pricing, and availability.
- Enhanced customer satisfaction by providing knowledgeable paint recommendations and guidance.
- Built strong relationships with clients by consistently delivering exceptional service, fostering repeat business.
- Conducted regular store maintenance tasks such as restocking shelves, updating displays, and organizing merchandise for easy access by customers.
- Ensured compliance with safety guidelines when handling hazardous materials associated with paint products.
- Mixed paint colors to create custom blends, using paint mixing machine and spatulas.
- Maintained stock shelves by fronting, facing and straightening products throughout shift.
- Shared personal recommendations and product knowledge with customers to help determine correct product for customer DIY projects.
- Operated POS system to total purchases and receive and process cash, credit and debit card payments.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Listened to customer needs and desires to identify and recommend optimal products.
- Managed efficient cash register operations.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Developed strong rapport with customers and created positive impression of business.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Manager
Check Into Cash
05.2014 - 05.2018
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Streamlined project delivery processes, significantly reducing time to market for new product launches.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Defined clear targets and objectives and communicated to other team members.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Developed detailed plans based on broad guidance and direction.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Floist
Combs Florist
04.2013 - 07.2014
- Managed daily opening and closing of florist shop to prepare for incoming customers and balance payments.
- Prepared potted plants and bouquets based on customer requirements.
- Utilized floral design techniques to craft unique floral arrangements.
- Transported and set up floral arrangements for large-scale functions, comprising weddings, funerals, and banquets.
- Maintained fresh inventory through proper rotation, storage, and display methods.
- Ensured store cleanliness and visual appeal by regularly maintaining displays, workspaces, and retail areas.
- Worked with customers to determine type of arrangement desired, occasion, and date, time and location for each arrangement needed.
- Enhanced customer satisfaction by creating visually appealing and personalized floral arrangements.
- Quoted, generated, and processed customer orders to meet specifications and various occasions.
- Provided customers with care directions for flower arrangements.
- Developed individualized arrangement recommendations based on customers' budget, occasion and preferences.
- Contributed to a positive work environment through collaborative problem-solving and supportive teamwork among staff members.
- Developed positive relationships with clients and vendors to boost rapport and trust.
- Demonstrated attention to detail when assembling bouquets or installations for various settings such as churches or event venues.
- Developed loyal customer base through attentive service, expert advice, and consistent high-quality product offerings.
- Showcased creativity and skill in developing innovative designs that garnered positive reviews from customers and colleagues alike.
- Nurtured flowers to maintain quality and promote longevity.
- Demonstrated adaptability by quickly learning new techniques and staying current with industry trends to better serve clients'' evolving needs.
- Prepared new flower and greenery shipments for arrangement by stripping leaves below waterline, cutting new flowers, mixing flower food solutions and filling floral containers with food solutions.
- Boosted team productivity with clear communication, delegation of tasks, and time management skills.
- Increased sales revenue with exceptional customer service and upselling techniques.
- Optimized workflow efficiency by organizing tools/materials necessary for specific projects in advance.
- Maintained thorough knowledge of needs, characteristics, and varieties of flowers and greenery used in shop to inform arrangement decisions and provide information to customers.
- Streamlined order processing by implementing an efficient system for tracking client requests and delivery schedules.
- Collaborated with clients to design custom floral arrangements for weddings, events, and special occasions.
- Built strong relationships with vendors to ensure timely delivery of high-quality products at competitive prices.
- Recommended appropriate floral arrangements to match theme of anniversaries, weddings and funerals.
- Promoted the business through participation in local events, social media marketing, and community outreach efforts.
- Reduced waste by accurately estimating materials needed for arrangements and repurposing leftovers in creative ways.
- Achieved greater accuracy in fulfilling orders by confirming details with customers before beginning work on their request.
- Leveraged social media platforms to showcase floral designs and promotions, expanding online presence.
- Resolved customer complaints with empathy and professionalism, maintaining positive store image.
- Developed relationships with suppliers to secure best prices, improving profit margins.
- Maintained high level of cleanliness and organization in shop, ensuring pleasant shopping experience.
- Streamlined order processing system to improve efficiency and customer wait times.
- Provided personalized consultation services for wedding and funeral floral arrangements, deepening customer relationships.
- Created loyalty program to reward repeat customers, improving customer retention.
- Conducted market research to stay ahead of floral trends, keeping offerings fresh and relevant.
- Managed inventory to ensure freshness and availability of seasonal flowers, enhancing customer satisfaction.
- Advised customers on care and maintenance of plants and flowers, increasing customer engagement.
- Designed thematic floral arrangements for holidays and special occasions, boosting sales.
- Boosted store reputation by creating custom floral arrangements for high-profile events.
- Coordinated with event planners to deliver floral services for weddings and corporate events, ensuring client satisfaction.
- Organized workshops for community to foster interest in floristry, enhancing brand visibility.
- Possess in-depth knowledge of various types of flowers and their seasonal availability.
- Worked closely with clients to understand their needs and design flower arrangements that perfectly match their vision.
- Consulted with clientele to discuss special occasion floral designs for weddings, funerals, and other events.
- Collaborated closely with customers to create unique designs for bouquets, wreaths, and gifts.
- Researched latest design trends, colors, and vendor products for use in new pieces.
- Drove customer satisfaction by providing recommendations for greenery and flower pairings.
- Proficient in utilizing floral design software to create custom arrangements.
Medical Receptionist
Lakeway Regional Hospital
03.2010 - 04.2013
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Managed multi-line phone system and pleasantly greeted patients.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Maintained current and accurate medical records for patients.
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Developed strong relationships with patients, fostering loyalty and trust in the practice''s services.
- Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
- Contributed to a positive work environment by collaborating effectively with colleagues and supporting team initiatives.
- Ensured accurate record-keeping by diligently updating patient information and verifying insurance coverage.
- Transcribed phone messages and relayed to appropriate personnel.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Streamlined appointment scheduling for improved patient flow and reduced wait times.
- Coordinated specialist referrals for patients requiring additional care, facilitating efficient transfer of medical records as needed.
- Supported office staff and operational requirements with administrative tasks.
- Handled billing procedures accurately, ensuring prompt payment from both patients and insurance providers.
- Organized essential medical documents, streamlining access to vital information for healthcare providers during appointments.
- Reduced no-shows by implementing appointment reminder system through phone calls or text messages.
- Facilitated effective communication between patients, medical staff, and insurance companies to ensure seamless coordination of care.
- Improved front office organization by implementing new filing systems and maintaining cleanliness in waiting areas.
- Reduced administrative errors by consistently verifying insurance information.
- Improved patient follow-up, reducing missed appointments through effective reminder calls.
- Supported positive patient experience by offering assistance with filling out health forms.
- Enhanced patient experience by maintaining clean, organized reception area.
- Streamlined billing processes, ensuring accurate and timely invoicing.
- Managed patient appointments efficiently, reducing wait times significantly.
- Enhanced office efficiency by implementing new filing system for patient records.
- Improved accuracy of patient data with meticulous record-keeping.
- Fostered welcoming environment, greeting patients warmly upon arrival.
- Facilitated patient education by distributing relevant health and wellness pamphlets.
- Enhanced patient understanding by providing clear explanations of treatment procedures.
- Improved office ambiance, selecting music and reading materials for waiting area.
- Supported patient care by scheduling appointments to accommodate urgent health needs.
- Maintained confidentiality and privacy of patient information, adhering to HIPAA regulations.
- Optimized appointment scheduling to maximize doctor availability.
- Facilitated smooth check-in process, ensuring all necessary paperwork was completed promptly.
- Improved workflow efficiency, organizing back-office supplies and equipment.
- Increased patient satisfaction by answering inquiries with empathy and professionalism.
- Streamlined office communication by effectively coordinating between doctors and nurses.
- Enhanced team collaboration by organizing regular staff meetings to address office needs.
- Performed various administrative tasks by filing, copying and faxing documents.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Obtained payments from patients and scanned identification and insurance cards.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Answered phone calls and messages for Number-physician Type medical facility, scheduling appointments, and handling patient inquiries.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Prepared and processed patient referrals and transfer requests.
- Assisted with medical coding and billing tasks.
- Processed medical insurance claims and payments.
- Registered and verified patient records before triage with most up-to-date information.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Conducted patient intake interviews, recording and documenting relevant information.
- Schedule and check in patients for out patient surgery. Verifying insurance and collecting deductible before the procedure.
Collections Agent
HSBC Bank
10.1997 - 03.2010
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- 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.
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Counseled debtors on payment options and arranged installment agreements.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Streamlined the collections process for increased efficiency with detailed record-keeping and timely followups.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
- Collaborated with various departments to ensure accurate billing information and resolve any discrepancies promptly.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
- Maximized revenue recovery through diligent research, verification of debtor information, and persistent contact efforts.
- Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
- Improved overall portfolio performance through consistent monitoring of accounts and proactive identification of potential issues.
- Assisted in training new hires on department procedures, system navigation, and best practices for successful collections.
- Promoted a positive work environment by contributing innovative ideas for process improvement within the team.
- Demonstrated adaptability by effectively managing a diverse range of accounts across various industries.
- Participated in ongoing training programs to stay current on industry trends, best practices, and regulatory changes.
- Reduced delinquency rates by implementing effective skip tracing techniques to locate hard-to-find debtors.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Used probing techniques to determine debtors' reasons for delinquency.
- Researched accounts and completed due diligence to resolve collection problems.
- Used skip tracing and other techniques to locate debtors.
- Trained new team members on scripts, company services, and collection strategies.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Worked with customer to create debt repayment plan based on current financial condition.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Processed debtor payments and updated accounts to reflect new balance.
- Responded to customer inquiries and provided detailed account information.
- Analyzed customer financial records to determine appropriate payment plan.
- Maintained accurate records of customer accounts, payments and payment plans.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Researched billing errors and discrepancies to initiate corrective action.
- Established relationships with customers to encourage payment of delinquent accounts.
- Generated and distributed monthly customer statements.
- Entered client details and notes into system for interdepartmental access and review.
- Developed and documented collection procedures and policies to comply with government regulations.
- Prepared and submitted legal documents to initiate court proceedings.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Initiated repossession process or service disconnection upon failure of other collection methods.
- Investigated customer credit references and approved credit lines.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
Education
N/A - Basic
Somerset Community College
Somerset, KYDiploma - Basic
South Laurel High School
London, KY06.1989
Skills
- Vehicle inspection knowledge
- Service Scheduling
- Empathy and patience
- Customer Service
- Strong Organization
- Schedule Coordination
- Problem-Solving
- Attention to Detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Excellent Communication
- Computer Skills
- Money handling abilities
- Administrative and Office Support
- Professional telephone demeanor
- Account Management
Timeline
Automotive Service Writer
Royal Coach and Motor Works
07.2019 - 08.2024
Paint / Customer Service
Lowes Home Improvment
05.2018 - 07.2019
Manager
Check Into Cash
05.2014 - 05.2018
Floist
Combs Florist
04.2013 - 07.2014
Medical Receptionist
Lakeway Regional Hospital
03.2010 - 04.2013
Collections Agent
HSBC Bank
10.1997 - 03.2010
N/A - Basic
Somerset Community College
Diploma - Basic
South Laurel High School