Diana Patlan
Laredo,TX
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
2021
2021
years of professional experience
Work History
CSR
Regional Finance Co
Laredo, MO
04.2019 - 07.2020
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Made outbound calls to obtain account information.
- Assessed customer needs and upsold products and services to maximize sales.
- Set up and activated customer accounts.
- Strengthened traceability by developing organization systems for client contracts, records, reports and agendas.
Assistant Manager
GoldStar Finance
Laredo, TX
11.2017 - 03.2019
- Delegated daily tasks to team members to optimize group productivity.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
CSR
EZ Money Loan Services
Laredo, TX
10.2012 - 08.2017
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Made outbound calls to obtain account information.
- Assessed customer needs and upsold products and services to maximize sales.
- Set up and activated customer accounts.
- Recommended improvements to products and services to mitigate complaints.
- Reduced process gaps while training new hires on products, software, operational best practices and store protocols.
- Trained new employees on procedures and policies to maximize team performance.
- Strengthened traceability by developing organization systems for client contracts, records, reports and agendas.
CNA
Doctors Hospital
Laredo, TX
08.2009 - 05.2010
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
- Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
- Rendered hands-on nursing care under direct RN supervision, adhering to medical center policies and procedures.
- Collected specimens, monitored vitals and maximized patient comfort to maintain optimal environment.
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
- Supported diagnostic and treatment procedures by setting up and operating specialized medical equipment.
- Collected and documented vital signs to track current patient conditions.
- Recognized and reported abnormalities or changes in patients' health status to nursing staff for immediate assessment.
- Monitored patient's respiration activity, blood pressure and blood glucose levels in response to medical administration.
- Took patients' blood pressure, temperature and pulse and documented height and weight.
- Engaged with patient family and friends to provide courteous visit experience.
- Documented patient intake and dietary requirements and aided with feeding and monitoring.
- Answered patient and family questions to educate on optimal treatment procedures.
Documentation Classification Clerk
Border Region Behavioral Health Center
Laredo, Texas
Mar2022 - 2024Oct
- Retrieved requested files and delivered to appropriate personnel.
- Created and maintained filing systems to organize paperwork according to established criteria.
- Input data into computer systems to support document and information retrieval.
- Answering and transfering calls.
- Sending and receiving medical records.
- Assisted in implementing new filing systems to address evolving business needs.
- Implemented new filing system and created updated forms.
- Managed and organized physical and digital filing systems for easy access and retrieval.
- Scanned and filed forms, reports, correspondence and receipts.
- Reviewed files to check for complete and accurate information.
- Updated and revised file categorization and storage protocols as needed.
- Handled sensitive documents with discretion, adhering to confidentiality agreements.
- Collaborated with team members to update and maintain office filing procedures.
- Identified discrepancies in information and resolved issues with appropriate departments.
Education
High School Diploma -
United South High School
Laredo, TX06.2001
Skills
- Report creation
- Report generation
- Credit card payment processing
- Inbound and Outbound Calling
- Customer relations
Languages
Spanish
Professional
Timeline
CSR
Regional Finance Co
04.2019 - 07.2020
Assistant Manager
GoldStar Finance
11.2017 - 03.2019
CSR
EZ Money Loan Services
10.2012 - 08.2017
CNA
Doctors Hospital
08.2009 - 05.2010
High School Diploma -
United South High School
Documentation Classification Clerk
Border Region Behavioral Health Center
Mar2022 - 2024Oct