Diana JACKSON
Dayton,OH
Summary
Proven customer service expert with a track record of enhancing customer satisfaction and retention at Teleperformance. Skilled in complaint handling and customer relationship management, demonstrated through significant improvements in service delivery. Excelled in team collaboration and training, contributing to a positive and efficient call center environment. Renowned for resolving complex issues, ensuring customer loyalty and satisfaction.
Experienced with customer service management, including efficient resolution of client concerns. Utilizes communication and problem-solving skills to enhance customer satisfaction. Track record of fostering positive interactions and maintaining high service standards.
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
2006
2006
years of professional experience
Work History
Customer Service Executive
Caresource Health Plan
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Described product and service details to customers to provide information on benefits and advantages.
- Collaborated with cross-functional teams to improve overall customer experience within the company.
Customer Care Executive
Metlife
03.2001 - 08.2005
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Took ownership of customers issues to follow problems through to resolution.
- Maintained up-to-date knowledge of industry trends and product offerings to better serve customers.
- Reduced customer complaints with proactive issue identification and resolution strategies.
- Streamlined customer support processes for improved call handling times and resolutions.
- Delivered personalized assistance by actively listening to customers'' concerns and adapting responses accordingly.
- Served as a key point of contact for escalated issues, diffusing tension and ensuring prompt resolution.
- Implemented feedback-driven improvements for an enhanced overall customer experience.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
Customer Service Representative
Teleperformance
03.1997 - 03.2000
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Education
Bachelor Of Business Administration And Management - Business
Sinclair Community College
Dayton, OHGED - General Studies
Miami Valley College
Dayton Oh04.2006
Skills
- Team collaboration
- Customer engagement
- Customer relationship management
- Complaint handling
- Client engagement
- Online chat and email
- Relationship building
- Product sales
- Call center experience
- Team training and development
- Issue escalation
- Troubleshooting
- Customer retention
- Documentation and notes
Timeline
Customer Care Executive
Metlife
03.2001 - 08.2005
Customer Service Representative
Teleperformance
03.1997 - 03.2000
Customer Service Executive
Caresource Health Plan
Bachelor Of Business Administration And Management - Business
Sinclair Community College
GED - General Studies
Miami Valley College
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