Diana Gonzalez
Downey,CA
Summary
Personable Customer Service professional offering almost 2 years of experience assisting California department of social services carry out campaigns to help individuals with additional resources that the state offers.
Overview
17
17
years of professional experience
Work History
Call Center Agent
Foundation For California Community Colleges
12.2021 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about different programs and resources to help with costs of bills.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Attended telephone skills and program information training sessions to boost aptitude.
- Attended several different trainings for campaigns and programs that California department of social services wanted to carry out.
Customer Service Advocate
OptumRX
12.2018 - Current
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Educated and encouraged customers to promote self-sufficiency with online and mobile access tools.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Maintained current knowledge of company policies, products and marketing initiatives to better serve each customer.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Answered average of 70 calls, customer inquiries, solving problems and providing product information.
- Logged call information and solutions provided into Member database.
- Promoted available products and services to customers during service, account management and order calls.
- Adhered to Consumer and Hipaa regulations to maintain branch compliance.
Sales Associate
Macy's
10.2007 - 12.2018
- Tracked stock using company inventory management software.
- Trained and developed new sales team associates in products, selling techniques and company procedures.
- Applied security and loss prevention training toward recognizing risks and reducing store theft.
- Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral.
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Maintained organized, presentable merchandise to drive continuous sales.
- Solved customer challenges by offering relevant products and services.
- Answered customer questions regarding sizing and accessories and explained how to properly care for merchandise.
- Trained and developed New associates in company processes, product knowledge, customer service and selling techniques.
- Delivered high level of assistance by locating products and checking store system for merchandise at other sites.
- Prepared cash deposits up to $3000 with zero discrepancies.
- Liaised with customers and recommended specific products and specials, aligning with individual needs, requirements and specifications.
- Prepared merchandise for sales floor by pricing or tagging.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Engaged with customers to effectively build rapport and lasting relationships.
- Educated customers on promotions to enhance sales.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Evaluated inventory and delivery needs, optimizing strategies to meet customer demands.
- Processed product returns and assisted customers with other selections.
- Analyzed and properly processed product returns, assisting customers with finding alternative merchandise to meet needs.
Education
High School Diploma -
Warren High School
Downey, CA06.2007
Skills
- Problem-Solving Abilities
- Inbound and Outbound Calling
- Sales
- Client Needs Assessment
- Sales Goals
- Multi-Line Phone Talent
- Good Listening Skills
- Customer Complaint Resolution
- Product Knowledge
- Technical Support
- Credit card processing
- Creative problem solving
- Professional telephone demeanor
- Complaint resolution
- Recordkeeping strengths
- Medical terminology knowledge
- Documentation and reporting
- Outstanding communication skills
- Empathetic and genuine
- Exemplary work ethic
- Correspondence composition
- Customer Relations
- Service-oriented self-starter
Timeline
Call Center Agent
Foundation For California Community Colleges
12.2021 - Current
Customer Service Advocate
OptumRX
12.2018 - Current
Sales Associate
Macy's
10.2007 - 12.2018
High School Diploma -
Warren High School