Diana Davila
venus,TX
Summary
Dynamic and results-driven professional with extensive experience as a Call Center Representative, excelling in customer service and problem-solving. Proven ability to enhance customer satisfaction and exceed performance metrics while utilizing bilingual skills to facilitate communication. Honorable Veteran with a strong commitment to teamwork and efficiency.
Overview
9
9
years of professional experience
Work History
Call Center Representative
SRC PETSMART CALL CENTER
04.2022 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Identified upselling opportunities to increase revenue generation.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Managed high call volume efficiently, resulting in reduced wait times and increased customer satisfaction.
- Utilized bilingual abilities to translate documents and correspondence for colleagues, enhancing internal communication processes within the organization.
- Resolved complex issues for customers, utilizing strong bilingual communication skills to ensure mutual understanding.
Diesel Mechanic
US Army
06.2017 - 01.2022
- Utilized hand tools and power tools to repair and maintain diesel engines according to industry standards.
- Inspected and adjusted brakes, steering systems and wheel bearings to address related issues.
- Completed checklist of fluid levels, air filter, tire pressure, and more as part of service orders.
- Examined engines, transmissions and vehicle systems to diagnose issues.
- Diagnosed and repaired diesel engines to restore functionality in heavy-duty vehicles.
- Contributed to a positive work environment with strong interpersonal skills, teamwork abilities, and effective communication among colleagues and supervisors alike.
- Ordered parts necessary for vehicle repairs and new installations.
- Reduced downtime for vehicles by diagnosing and repairing complex mechanical issues in a timely manner.
- Provided exceptional customer service during consultations, addressing client concerns and ensuring their satisfaction throughout the repair process.
- Documented findings and actions taken.
- Managed time efficiently in order to complete all tasks within deadlines.
- Maintained compliance with regulations governing the proper storage, handling, transportation, disposal of hazardous materials associated with weapons maintenance activities.
Education
High School Diploma -
Crosswinds
Grand Prairie, TXNo Degree - A&P Mechanic
Aviation Institute of Maintenance
Dallas, TX11-2026
Skills
- Data entry
- Resolving issues
- Answering questions
- Communicating with clients
- Technical troubleshooting
- Inbound phone calls
- Problem-solving skills
- Customer service
- Call center customer service
- Appointment scheduling
- Documentation and reporting
- Complaint resolution
- Quality control
- FLUENT IN SPANISH
- Delivery tracking
- Account updating
- Honorable Veteran
- Teamwork
- Complaint handling
- Critical thinking
- Scheduling
- Microsoft outlook
- Microsoft PowerPoint
- Time management
- Attention to detail
- Flexible and adaptable
- Dependable and responsible
- Calm under pressure
Languages
Spanish
Native or Bilingual
Timeline
Call Center Representative
SRC PETSMART CALL CENTER
04.2022 - Current
Diesel Mechanic
US Army
06.2017 - 01.2022
High School Diploma -
Crosswinds
No Degree - A&P Mechanic
Aviation Institute of Maintenance