Diana Gomez
Buckeye,AZ
Summary
Bilingual Customer Service Specialist with expertise in managing inquiries and resolving issues. Focused on teamwork and delivering results while adapting to changing needs. Skilled in communication and problem-solving, consistently maintaining high customer satisfaction and ensuring positive experiences.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Amazon
Phoenix, AZ
01.2022 - Current
- Delivered exceptional bilingual support to customers, resolving inquiries efficiently and accurately.
- Resolved customer inquiries efficiently through multiple communication channels, ensuring high satisfaction levels.
- Managed escalated issues by collaborating with cross-functional teams to deliver timely solutions.
- Utilized CRM software to track customer interactions and document resolutions for future reference.
- Assisted in training new representatives on company policies and procedures, promoting team cohesion.
- Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills.
Customer Service Representative
U-Haul Corporate Office
Phoenix, AZ
09.2019 - 10.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Conducted thorough investigations to resolve customer inquiries and complaints promptly.
- Navigated stressful situations to resolve disputes while maintaining professionalism and ensuring customer satisfaction.
- Streamlined processes for handling returns and exchanges, enhancing overall operational efficiency.
- Developed best practice guidelines for responding to common inquiries, resulting in quicker response times.
- Conducted product knowledge sessions to improve team understanding of offerings and boost sales support.
- Analyzed customer feedback trends to recommend improvements in service delivery and product offerings.
Assistant Manager
Dominion Self Storage
Buckeye, AZ
06.2018 - 09.2019
- Led daily operations, ensuring compliance with safety regulations and company policies.
- Streamlined inventory management processes to enhance efficiency and accuracy.
- Trained and mentored staff on customer service best practices and operational procedures.
- Implemented promotional strategies that increased customer engagement and retention rates.
- Coordinated facility maintenance schedules to ensure optimal storage conditions for clients' belongings.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Generated repeat business through exceptional customer service.
Supervisor
Arizona Department Of Administration
Phoenix, AZ
03.2003 - 03.2008
- Supervised daily operations, ensuring compliance with departmental policies and standards with retirees in the retirement system with COBRA, FMLA, Child Support Orders and Short term/Long Term Disability.
- Led team meetings to enhance communication and address operational challenges effectively.
- Assisted with training with all agency Benefit Liaisons
- Analyzed workflow processes, identifying areas for improvement and implementing strategic solutions.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Education
High School Diploma -
Aqua Fria
Avondale, AZ05-1991
Skills
- Customer service
- Call center experience
- Customer relations
- Customer satisfaction measurement
- Active listening
- Sales support
- Administrative support
- Data management
- Computer proficiency
- Microsoft outlook
- Critical thinking
- Active listening
- Professional telephone demeanor
- Inventory management
- Microsoft outlook
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Amazon
01.2022 - Current
Customer Service Representative
U-Haul Corporate Office
09.2019 - 10.2020
Assistant Manager
Dominion Self Storage
06.2018 - 09.2019
Supervisor
Arizona Department Of Administration
03.2003 - 03.2008
High School Diploma -
Aqua Fria