Diana Cordero-Salmeron
Houston,Texas
Summary
Personable and dedicated Customer Service Representative with extensive experience in Customer Service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Virtual Customer Service Representative
JDA Professional Services
, CA
01.2023 - Current
- Responded to customer inquiries via telephone, email and chat.
- Increased customer satisfaction ratings percentage by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Resolved customer complaints in a timely manner.
- Utilized customer service software to track inquiries and document solutions provided to customers.
- Implemented process improvements based on identified needs or trends.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Customer Service Representative
Gold Star Tax
Houston, TX
01.2014 - 10.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered inbound calls, chats and emails to facilitate customer service.
- Collected deposits or payments and arranged for billing.
- Consulted with customers to resolve service and billing issues.
Administrative Assistant
Kindred Healthcare Inc.
Houston, Texas
07.2018 - 03.2020
- Created spreadsheets in Microsoft Excel for record-keeping and reporting.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Used voice recorder or notepad to compose and transcribe meeting minutes.
- Scheduled appointments, meetings and events for management staff.
- Handled incoming calls and directed callers to appropriate department or employee.
- Organized both physical and digital files and updated reports to coordinate project materials.
- Coordinated catering services for various functions, including sales trainings and department meetings.
- Set up workshops, conferences and meetings by scheduling and reserving rooms and preparing supplies.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Handled confidential documents in an organized fashion according to established protocol.
Education
Associate of Science -
Lone Star College System
Spring, TX05-2025
Skills
- Call Handling
- CRM Software
- File Maintenance
- Appointment Scheduling
- Billing Management
- Call Documentation
- Customer Service
- De-Escalation Techniques
- High-Energy Attitude
- Data Entry
- Order and Refund Processing
- Microsoft Office Expertise
- Remote Office Availability
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Virtual Customer Service Representative
JDA Professional Services
01.2023 - Current
Administrative Assistant
Kindred Healthcare Inc.
07.2018 - 03.2020
Customer Service Representative
Gold Star Tax
01.2014 - 10.2023
Associate of Science -
Lone Star College System
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