Summary
Overview
Work History
Education
Skills
References
Timeline
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Diana Fannin

Glendale,AZ

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Medicare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

5
5
years of professional experience

Work History

Customer Service Representative

Maximus Federal (Medicare)
2021.07 - 2024.03
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

CNA

Gulf Shores Nursing Facility
2019.08 - 2021.05
  • Assisted patients with daily living activities, promoting independence and dignity.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Enhanced patient satisfaction by providing compassionate and attentive care.
  • Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.

Education

GED -

Phoenix Job Corps
Phoenix, AZ

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Problem Resolution
  • Call center experience
  • Complaint resolution
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Call Center Operations
  • Call Management
  • De-Escalation Techniques
  • Building rapport
  • Quality Control
  • Assertiveness
  • Research
  • Reading Comprehension
  • PHI/PII
  • HIPPA

References

Carolyn Spencer

Maximus Federal

Supervisor

602-830-9298

Timeline

Customer Service Representative

Maximus Federal (Medicare)
2021.07 - 2024.03

CNA

Gulf Shores Nursing Facility
2019.08 - 2021.05

GED -

Phoenix Job Corps
Diana Fannin