Diana Gover
San Antonio,TX
Summary
Customer-oriented Senior Consultant successful at troubleshooting and handling customer support issues in a timely manner.
Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving.and expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette.Overview
18
18
years of professional experience
Work History
Senior Consultant
AT&T
4119 Broadway San Antonio, TX
10.2000 - 08.2015
- As a dedicated and loyal employee for over fifteen years I had several positions within my career with AT&T such as a Sales Representative, Customer Service Representative, and worked myself to a Senior Consultant. As a Senior Consultant I corrected orders and send the orders to be processed. Multi tasked with over ten systems and at times called clients.
- Effectively managed a high-volume of inbound and outbound customer calls.
- Answered a constant flow of customer calls with up to 10 calls in queue per minute.
- Gathered and verified all required customer information for tracking purposes.
- Accurately documented, researched and resolved customer service issues.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Customer Service Representative
USAA
619 Fredericksburg Rd San Antonio, Tx
01.1998 - 02.1999
- Defused volatile customer situations calmly and courteously.
- Accurately documented, researched and resolved customer service issues.
As a Customer Service Representative for military personnel I took calls from military personnel and placed life insurance claims.
Education
Associate of Arts - Criminal Justice
Palo Alto College
San Antonio, TXna
Skills
- Skilled in call center operations
- Customer interface expertise
- Multi-line phone operation proficiency
- Call center metrics decoding aptitude
- Adheres to customer service procedures
- Marketing savvy
- Strong problem solving aptitude
- Persuasive speaker
- Customer service award
- Extensive vocabulary
- Medical terminology
BILINGUAL-fluent in both English and Spanish
Timeline
Senior Consultant
AT&T
10.2000 - 08.2015
Customer Service Representative
USAA
01.1998 - 02.1999
Associate of Arts - Criminal Justice
Palo Alto College