Diana Cortez
Clint,TX
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
18
18
years of professional experience
Work History
CSR EB Enrollment Broker
Maximus
El Paso, TX
07.2023 - Current
- Explained the benefits and coverage of different plans to customers.
- Ensured compliance with federal regulations when providing enrollment services.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Assisted clients with the enrollment process for health insurance plans.
CSR, Sales
Charter Spectrum
El Paso, TX
06.2021 - 03.2023
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Identified customer needs by asking questions and advising on best solutions.
- Maintained up-to-date knowledge of company products and services in order to provide accurate information to customers.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Produced sales documents, finalized deals and filed records.
- Educated customers on product features and benefits so that they can make informed decisions when purchasing a product or service.
- Analyzed customer feedbacks and surveys data in order to identify trends in customer preferences and interests.
CSR Billing Supervisor
Florida Power & Light Company
El Paso, TX
04.2007 - 02.2011
- Collected deposits or payments and arranged for billing.
- Provided customer service support to customers over the phone and by email.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Documented all conversations with customers in CRM software according to company standards.
Education
GED -
EPCC
El Paso05-2020
Skills
- Customer focus
- CRM software
- Complaint handling
- Call center experience
- Complaint resolution
- Scheduling
Languages
Spanish
Professional
English
Professional
Timeline
CSR EB Enrollment Broker
Maximus
07.2023 - Current
CSR, Sales
Charter Spectrum
06.2021 - 03.2023
CSR Billing Supervisor
Florida Power & Light Company
04.2007 - 02.2011
GED -
EPCC
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