Diana Ellis
Wantagh,NY
Summary
Personable and dedicated Customer Service Representative with extensive experience in the sales 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
27
27
years of professional experience
Work History
Customer Service Representative
S. K. Streisand Agency, LTD.
Plainview, NY
08.2009 - Current
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted available products and services to customers during service, account management and order calls.
- Answered customer inquiries and provided accurate information regarding products and services.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Educated customers on special policy opportunities and company offerings.
- Liaised between clients and insurance carriers orders and meet customer demands.
- Developed strong customer relationships to encourage repeat business.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Front End Supervisor
Bed Bath & Beyond
Westbury, NY
09.2009 - 07.2017
- Handled payment processing and provided customers with receipts and proper bills and change.
- Coached staff on strategies to enhance performance and improve customer relations.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Investigated incidents reported by customers or staff members involving theft or fraud at the checkout area.
- Monitored cash register transactions to ensure accuracy and compliance with company policies.
- Organized and updated schedules to optimize coverage for expected customer demands.
- Trained new employees in customer service techniques and store policies.
- Resolved customer problems by investigating issues, answering questions and building rapport.
- Developed and implemented strategic plans for front end operations to ensure customer satisfaction.
- Resolved customer complaints in a professional manner.
- Emphasized customer service excellence through ongoing training of front-line team members to improve customer service ratings.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Delegated work to staff, setting priorities and goals.
- Managed opening and closing procedures by reconciling sales records and cash transactions with POS software.
- Counted and balanced registers.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Used Point of Sale register system to complete transactions.
- Monitored cash drawers in checkouts to verify adequate cash supply.
- Managed customer complaints and rectified issues to complete satisfaction.
- Directed and supervised staff performance.
- Provided excellent customer service by assisting customers with their needs or inquiries.
- Prepare daily cash deposits.
Customer Service Representative
Choice Products & Services, Inc.
Syosset, NY
03.1999 - 04.2009
- Maintained accurate records of all customer interactions in the Choices system.
- Updated Choices system with order specifics and customer details, preferences and billing information.
- Liaised between wireless companies and retail buyers to expedite orders and meet customer demands.
- Process monthly sales commission statements.
- Process monthly commission statements for retail stores.
- Research and resolve disputes on unpaid commissions.
- Account reconciliation - Account Payable - Account Receivables - Collections.
- Liaised between sales representatives and retail store customers.
ACH Specialist
Reliance Federal Credit Union
Westbury, NY
02.1997 - 03.1999
- Posted journal entries in accounting software.
- Reviewed daily ACH activity to ensure compliance with NACHA Operating Rules and Regulations.
- Maintained customer financial information and files.
- Generated monthly reconciliation statements detailing all transaction activity.
- Performed ACH origination functions, including batch creation, balancing, and submission to the Federal Reserve Bank.
- Created automated systems to streamline manual processes within the department.
- Monitored customer accounts for suspicious activities regarding unauthorized access or attempts at fraud.
- Investigated discrepancies in ACH batches received from customers.
- Compiled reports on all outgoing and incoming ACH transactions for management review.
Education
Nassau Community College
Garden City, NYSkills
- Client Relations
- Account Management
- Positive and Professional
- Dispute Resolution
- Customer Service
- Problem Resolution
Timeline
Front End Supervisor
Bed Bath & Beyond
09.2009 - 07.2017
Customer Service Representative
S. K. Streisand Agency, LTD.
08.2009 - Current
Customer Service Representative
Choice Products & Services, Inc.
03.1999 - 04.2009
ACH Specialist
Reliance Federal Credit Union
02.1997 - 03.1999
Nassau Community College