Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Diana Cook

Phoenix,AZ

Summary

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with a positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.

Overview

21
21
years of professional experience

Work History

Customer Support Specialist

Verizon Wireless
Chandler, AZ
05.2024 - Current
  • Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
  • Assisted customers with product installation, troubleshooting, and usage questions.
  • Investigated customer complaints regarding product quality or service rendered.
  • Maintained up-to-date knowledge of company products, services, policies, and procedures.
  • Researched customer inquiries using available resources such as FAQs and online forums.
  • Created detailed reports on customer feedback for management review.
  • Recorded all customer interactions into the database system accurately and completely.
  • Ensured customer satisfaction through effective communication skills and problem resolution techniques.
  • Developed innovative strategies to improve customer experience with the product or service offered by the company.
  • Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
  • Performed regular follow-up calls to check on customer satisfaction levels.
  • Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
  • Provided assistance during product launches by answering pre-sale queries from customers.
  • ‪Responded quickly to customer inquiries, needs and problems.‪
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Upheld high standards of customer services by responding to inquiries, needs and problems.
  • Consulted with customers regarding needs and addressed concerns.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Processed customer account changes with proprietary software.
  • Resolved [Number]% of issues with first call and escalated more complex issues to obtain necessary customer support.
  • Maintained positive working relationship with fellow staff and management.
  • Answered user inquiries to resolve computer software or hardware operation problems.

Pending Queue

Stream Global Services Inc.
Phoenix, AZ
08.2012 - 05.2013
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Understood and followed oral and written directions.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Identified needs of customers promptly and efficiently.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Exceeded customer satisfaction by finding creative solutions to problems.

Assistant Administrative Secretary

Realty Plus Chicago
Chicago, IL
08.2006 - 08.2009
  • Prepared meeting agendas, attended meetings, and recorded minutes.
  • Organized and maintained filing systems for confidential documents.
  • Answered incoming calls and directed them to the appropriate personnel.
  • Created templates for departmental use in Microsoft Word.
  • Scheduled appointments and managed calendars for multiple departments.
  • Maintained a database of clients, vendors, and suppliers.
  • Ordered office supplies as needed.
  • Processed mailings by sorting through letters and packages.
  • Scanned documents into electronic files when needed.
  • Proofread all outgoing correspondence before sending it out to clients and vendors.
  • Communicated with customers via email and telephone to respond to inquiries, direct calls to proper personnel and confirm deliveries.
  • Received and routed incoming calls and correspondence to promote timely communication.
  • Directed internal and external calls, emails and faxes to designated departments.
  • Handled incoming calls and directed callers to appropriate department or employee.

Host/Opening and Closing Server/Assistant Food Runner

Applebee's Neighborhood Grill & Bar
Saint Paul, MN
08.2003 - 08.2006
  • Greeted guests upon arrival and provided them with menus.
  • Answered customer inquiries regarding the menu, restaurant services, and special promotions.
  • Provided customers with accurate wait times and monitored waiting list.
  • Assisted servers in seating guests by escorting them to their tables.
  • Managed dining room layout to maximize efficiency of staff members.
  • Maintained cleanliness of lobby area, including wiping down tables and chairs.
  • Ensured compliance with health and safety regulations within the restaurant.
  • Served as point-of-contact for resolving guest complaints or special requests.
  • Processed payments from customers using a POS system.
  • Managed incoming calls during busy shifts.
  • Inspected dining areas for any damages or defects.
  • Checked identification for guests who appeared under age 21.
  • Provided excellent customer service by anticipating customer needs.
  • Resolved conflicts between customers when necessary.
  • Balanced cash drawers at the end of each shift.
  • Assisted other departments when needed such as bussing tables or delivering food orders.
  • Greeted guests and gathered information to seat groups or place on waitlist.
  • Contributed to team efforts by accomplishing related tasks as needed.
  • Notified server after seating parties in section to facilitate prompt service.
  • Performed walk-throughs during service to monitor guest satisfaction and advise serving and bussing staff of specific guest needs.
  • Offered seating and other special accommodations to customers according to preferences and dining area volume.
  • Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
  • Managed daily card and cash transactions, maintaining payment records and investigating discrepancies.
  • Responded appropriately to customer complaints, bringing major issues to attention of manager on duty.
  • Escorted guests to seating area, furnished menus and highlighted daily specials.
  • Collected reservation information and communicated updates to guests via mobile device or in-person.
  • Utilized POS system to total meal costs and add taxes for final bill calculation.
  • Assisted staff by serving food and beverages or bussing tables.
  • Inspected dining and serving areas for cleanliness and proper setup.
  • Inspected restrooms and dining and serving areas to foster cleanliness and proper setup.
  • Performed opening and closing duties such as restocking supplies, checking equipment operation, setting up dining room tables.
  • Trained new employees on restaurant procedures and plating techniques.
  • Collected dirty dishes and glasses from tables or counters, preparing areas for next diners.
  • Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
  • Presented menus and answered questions regarding items.
  • Garnished dishes and beverages to serve visually appealing menu items.
  • Provided excellent customer service to ensure satisfaction.
  • Took orders from customers accurately and in a timely manner.
  • Ensured that each guest was served courteously, quickly, and efficiently.
  • Promoted desserts, appetizers and specialty drinks to optimize sales.
  • Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
  • Explained menu items, describing ingredients and cooking methods upon request.
  • Took reservations and to-go orders to streamline process for both customer and restaurant.

Education

High School Diploma -

Maricopa Community Colleges - Mesa Community College
Mesa, AZ

Skills

  • Data Entry
  • Upselling and cross-selling
  • Complaint resolution
  • Coordination
  • Team Development
  • Product Knowledge
  • Customer Service
  • High-energy attitude
  • Active Listening
  • Problem-solving abilities
  • Problem Resolution
  • Critical Thinking
  • Creative Problem Solving

References

References available upon request.

Timeline

Customer Support Specialist

Verizon Wireless
05.2024 - Current

Pending Queue

Stream Global Services Inc.
08.2012 - 05.2013

Assistant Administrative Secretary

Realty Plus Chicago
08.2006 - 08.2009

Host/Opening and Closing Server/Assistant Food Runner

Applebee's Neighborhood Grill & Bar
08.2003 - 08.2006

High School Diploma -

Maricopa Community Colleges - Mesa Community College

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Diana Cook