Diana Guerrero
Gainesville,GA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
Work History
SERVER
Red Lobster Restaurant
02.2023 - Current
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
Insurance Customer Service Agent
Titanium Insurance
05.2018 - 12.2022
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Managed accurate records of employee time off, leave balances, and attendance for precise pay calculation.
- Handled complex payroll situations such as back-pay calculations, garnishments, and overtime payments with accuracy and professionalism.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
- Investigated and processed claims swiftly to keep customers satisfied.
Insurance Customer Service Representative
Premier Insurance
12.2016 - 05.2018
- Update account information to maintain customer records
- Clarify customer issues and determined root cause of problems to resolve product or service complaints
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Track expenses and income for businesses while organizing and maintaining bank statements for checking accounts
- Establish Excel spreadsheets to reflect accurate financial records
- Handle customer inquiries and suggestions courteously and professionally.
- Assisted clients in filing claims, coordinating with adjusters to expedite the process and secure fair settlements.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Utilized company software to track customer interactions efficiently, ensuring proper documentation of all transactions.
- Collaborated closely with HR and accounting teams to coordinate benefits deductions, tax withholdings, and other adjustments
Receptionist
Super 8 Motel
10.2015 - 04.2016
- Clerical Duties such as scheduling, answering multi phone lines. Checking guests in/out.
- Assisted in the planning of office events and meetings, ensuring smooth execution and positive outcomes.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Reduced incoming call response time by implementing an effective call routing system.
- Assisted in the onboarding of new employees by preparing orientation materials and providing guidance on company policies.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
Education
High School Diploma -
Gainesville High School
Gainesville, GA05.2015
Skills
- Customer Service
- Problem Resolution
- Payroll
- Microsoft Office
- Microsoft Excel
- Management
- HR Support
- Accounting
- Bookkeeping Skills
Timeline
SERVER
Red Lobster Restaurant
02.2023 - Current
Insurance Customer Service Agent
Titanium Insurance
05.2018 - 12.2022
Insurance Customer Service Representative
Premier Insurance
12.2016 - 05.2018
Receptionist
Super 8 Motel
10.2015 - 04.2016
High School Diploma -
Gainesville High School
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