Diana Esposito
Tampa
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. I am very motivated to improve service satisfaction and contribute to overall company success.
Overview
3
3
years of professional experience
Work History
Lead Customer Service Representative
RXO Logistics
12.2021 - Current
- Delegated daily tasks to team members to optimize group productivity.
- Monitored team progress and enforced deadlines.
- Fostered positive employee relationships through communication, training and development coaching.
- Documented production levels and materials used to keep management informed.
- Collaborated with management team to implement new policies.
- Motivated and empowered team members to build customer satisfaction and loyalty to support growth.
- Over see office staff of 8 dispatchers and delegate weekly schedules.
- Offered training and support to keep team members motivated and working toward objectives.
- Created and implemented strategies for team members to reach goals.
Billing Specialist
XPO Logistics
09.2020 - 12.2021
- Update incremental file daily for weekly billing.
- Assist management with weekly settlements.
- Assisted gathering information for damage related claims, worked with customers until a resolution was found.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Documented conversations with customers to track requests, problems and solutions.
- Consulted with customers to determine best methods to resolve services.
- Trained new employees on procedures and policies to maximize team performance.
- Exceeded company productivity standards on consistent basis.
- Supported operational improvements and resolution of problems to deliver top-notch customer service.
Crew Member
Wendys Fast Food
05.2020 - 06.2020
- Kept restaurant lobby, front counter, drive-thru, kitchen and restrooms neat and clean throughout shift.
- Demonstrated proper food safety practices by accurately completing quality control checklist.
- Entered orders into computer system to send order details to kitchen, mentioning customers' special requests and food allergies in person.
- Restocked supplies, removed trash and cleaned areas.
- Operated fryers and grills, assisted with putting orders together and bagged items for customers.
Education
High School Diploma -
Colonial High School
Orlando, FL08.2020
Skills
- Technologically savvy
- Shipping and receiving understanding
- Adaptive team player
- Call Center Operations
- Problem-solving abilities
- High-energy attitude
Timeline
Lead Customer Service Representative
RXO Logistics
12.2021 - Current
Billing Specialist
XPO Logistics
09.2020 - 12.2021
Crew Member
Wendys Fast Food
05.2020 - 06.2020
High School Diploma -
Colonial High School