Summary
Overview
Work History
Education
Skills
Timeline
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Diana Gonzalez

Phoenix,AZ

Summary

Dedicated and results-driven Remote Customer Service Representative with a strong focus on active listening, empathy, and clear communication. Experienced at building rapport and establishing meaningful connections with clients, while consistently meeting and exceeding performance goals. Known for a professional demeanor and a commitment to helping the community. Proven ability to manage high call volumes and resolve issues efficiently, ensuring a positive customer experience and fostering long-term relationships.

Overview

6
6
years of professional experience

Work History

Member Engagement Coordinator

Signify Health
06.2024 - Current
  • Contributed to team productivity with regular communication, meeting appointment and adherence goals.
  • Enhanced customer satisfaction and engagement by responding promptly to inquiries and addressing concerns professionally.
  • Provided client satisfaction by facilitating clear and consistent communication while explaining benefits of our programs.
  • Connected to Auto dialer taking 300-400 inbound and outbound calls per day.
  • Stayed updated on industry trends, competitor strategies, and new products to maintain expert knowledge in the field.

Insurance Verification Representative

Working Solutions
02.2024 - 07.2024
  • Handle over 150 inbound and outbound calls daily
  • Meet KPI's daily and conversion goals
  • Handle confidential information and documents with discretion and maintain their proper organization.
  • Built strong customer relationships with empathetic communication and active listening skills.
  • Maintained high call quality standards by adhering to company guidelines and protocols.

Petsmart
02.2023 - 02.2024
  • Manage the reservation schedules for Petsmart locations in the United States and Canada
  • Coordinate and schedule salon and hotel reservations with Pet Parents and salons or hotels
  • Meet KPI's weekly and sales goals
  • Handle confidential information and documents with discretion and maintain their proper organization.

The Home Depot
03.2021 - 02.2023
  • Assist inbound callers with General questions, placing general merchandise orders and also Major appliance orders
  • Provided tracking information to customers and ETA's
  • Handled confidential documents and maintained their proper organization
  • Schedule major appliance deliveries, installations and haul aways of old appliances
  • De-escalated any calls that have delays
  • Met Sales goals for upsells and warranties.

Marquee Jewelers
10.2018 - 03.2021
  • In charge of communicating with vendors to place Purchase orders
  • Conducted research and prepared reports on various topics related to the company's operations and industry trends
  • Provided administrative support, including answering phone calls, responding to emails, and preparing correspondence
  • Assisted 3 different stores with product replenishment
  • Creating sku numbers and pricing for all customer trade ins.

Education

1 Year Completed -

Maricopa Community Colleges - Estrella Mountain Community College
Avondale, AZ
05.1998

High School Diploma -

Tolleson Union High School
Tolleson, AZ
05.1997

Skills

  • Strong organizational and time-management skills
  • Exceptional communication and interpersonal skills
  • Ability to work independently and as part of a team
  • Detail-oriented and able to handle multiple tasks simultaneously
  • Reservations management
  • Excellent Sales Knowledge
  • Customer Service
  • Data Entry
  • Relationship Building
  • Work Planning and Prioritization
  • MS Office
  • Discretion and Confidentiality
  • Document Management
  • Information Collection
  • Patient Scheduling
  • CRM Software
  • Patient Registration
  • Phone and Email Etiquette
  • Appointment Scheduling
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Call Center Operations
  • Payment Processing
  • HIPAA Regulations Adherence

Timeline

Member Engagement Coordinator

Signify Health
06.2024 - Current

Insurance Verification Representative

Working Solutions
02.2024 - 07.2024

Petsmart
02.2023 - 02.2024

The Home Depot
03.2021 - 02.2023

Marquee Jewelers
10.2018 - 03.2021

1 Year Completed -

Maricopa Community Colleges - Estrella Mountain Community College

High School Diploma -

Tolleson Union High School

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Diana Gonzalez