Diana Johnson

• Lead team of 22-27 advocates including supervisors
• Coached and mentored advocates.
• Maintained metrics above benchmarks.
• Conducted quality audits to assess and enhance team adherence to standards
• Project-BlueShield of California
• Promoted to Team Lead
• 2/2022-current
• Received promotion to Trainer Assistant/SME
• Assisted trainers with its new hire trainer procedures/material
• Maintain daily checklist
• Documented new hire processes to support onboarding and training efficiency
• Assisted with all training waves and 100+ graduates
• 2/26/2022-Current
• Promoted to SME/SDS for Tier 1 & 2
• Opened and closed shifts.
• Reporting issues to client
• Assisting/Supporting Advocates with daily questions
• Enforcing mandatory/requirements by client
• Supervisor calls
• Making sure calls are notated correctly and protocols and guidelines are followed.
• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.

Additional Project Assignment: Lucet @ Home

Team Lead / Healthcare Advocate

• Selected to support the Lucet @ Home project while continuing leadership responsibilities within TTEC.
• Assist Medicare-aged members with scheduling annual wellness visits and healthcare appointments.
• Serve as a liaison between the client and internal leadership teams to ensure seamless communication, issue resolution, and service delivery.
• Maintain accurate documentation and follow established healthcare compliance requirements and protocols.
• Support operational goals by delivering exceptional customer service and improving member engagement.
• Assist team members with process questions, escalations, and best practices to maintain service quality and client satisfaction.

• Contacted leads and converted them into customers, enhancing customer base
• Explain the product and website
• Maintain good customer relations and retention
• Deal with and resolve escalated customer issues or complaints
• Handled customer queries, resolved problems, and identified opportunities for up-selling and cross-selling
• Answer phones/check messages/return calls/emails
• Process orders and coordinate shipments
• Shipping & invoicing orders
• Process payments and refunds
• Created and proofread marketing materials including catalogs, price lists, scan sheets.
• Facilitated customer interactions through online chat to enhance service experience
• Created orders for major accounts-(Amazon FBA)
• Showroom assistance - product tagging / inventory count / other miscellaneous tasks and set up & break down of showrooms
• Receiving containers (inventory)
• Created and proofread marketing materials including catalogs, price lists, scan sheets.
• Managed office and warehouse staff, ensuring smooth operations and effective team collaboration
• Train new employees
• Performed additional tasks as required by management to support team goals

• Drafted financial, statistical end of year reports for IRS and CPA.
• Handled all expenses for the company.
• Coordinated and completed product deliveries and installations for clients.
• Created new accounts based on clientele.
• Facilitated account setup and support for new clients.
• Supported on-site clients with their needs and inquiries.
• Handled incoming communications for President to ensure timely responses.
• Followed up with clients based on needs and requirements.
• Assisted all Interior Designers/Decorators and Rug dealers.
• Arranged conferences and meetings.
• Coordinated Rug International show set-ups.
• Assisted set up and dismantle of show products.
• Experience with Quickbooks.
• Payroll and liabilities
• Facilitated communication between staff and clientele to clarify requirements and enhance service delivery.
• Created and processed invoices and returns to maintain efficient billing operations.
• Handled all payments firsthand.
• Executed a variety of tasks based on business needs.
• Company is a trade-only rug wholesale business.

• Major Accounts include: Sysco Foodservice, US Foodservice, UniPro, FAB, DOT Foodservice.
• Coordinated Food Shows, broker meetings – travel arrangements Answered inbound calls, assisted customers/brokers with any issues and/or concerns Experienced working with BAAN
• Arranged conferences and department meetings; coordinated with customers and brokers to meet deadlines.
• Coordinated food shows and broker meetings, managed travel arrangements, and assisted customers/brokers with inquiries and concerns using BAAN.
• Processed invoices and deductions
• Distributed samples to clients and brokers to enhance product visibility.
• Updated department price lists and distributed
• Followed up on pending issues via phone calls or emails; assisted Accounts Receivable with Days Sales Outstanding reports and daily balance.
• Assisted with Daily Deposits averaging up to $1M
• Executed additional responsibilities to enhance workflow

• Answered inbound calls, assisting clients with inquiries to ensure clarity and resolution.
• Communicated client messages to agent promptly.
• Processed properly filed claims and provided clients with necessary contact information for follow-up.
• Processed properly filed claims and provided clients with necessary contact information for follow-up.
• Performed various tasks to support team goals.