Diana Pujols
Moriches,NY
Summary
Experienced with providing high-quality customer support across various channels. Utilizes strong problem-solving skills to address and resolve customer inquiries efficiently. Track record of excellent communication and maintaining positive customer relationships.
Overview
12
12
years of professional experience
Work History
Digital Customer Support Specialist
Straumann Group
03.2024 - Current
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Participate in regular training sessions for promoting best practices in customer support operations.
- Collaborated with product team to communicate customer needs, leading to enhancements that increased customer satisfaction.
- Streamlined support ticket system to reduce response times, significantly improving customer service efficiency.
- Work closely with third party finance companies to release orders once PO's are issued.
Sales Support Representative
Straumann Group
12.2021 - 03.2024
- Handle all order-based transactions (quotes, order placement, 3rd party financing, extended payment terms, etc)
- Set up new accounts and maintain customer data in SAP
- Administer established marketing promotions and initiatives, such as strategic customer programs, within the parameters and with required approvals as documented in the program work instructions
- Review and release orders through the Eshop/warranty tool as well as orders pending approvals or purchase orders
- Answer incoming calls in a professional, timely manner
- Act as a liaison between the customer, Straumann, and its selected finance companies to secure purchase orders for 3rd party financed orders
- Evaluated internal processes regularly, recommending improvements that led to increased efficiency in our daily operations.
Receptionist
Perfect Dental
10.2020 - 05.2021
- Demonstrate knowledge of insurance providers and process payments accordingly
- Scheduled and confirmed appointments.
- Collect payments and fees according to protocols
- Updated and recorded customer information to maintain accounts.
- Served visitors by greeting, welcoming and directing to appropriate personnel.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
- Answered and directed incoming calls using multi-line telephone system.
- Chart conditions and prepare diagnosis/treatment by dentist
- Maintain all patient confidentiality regulations
- Advise patients of schedule openings and charges to ensure clear understanding
Manager|Personal Assistant
Candle Land Miami
09.2019 - 07.2020
- Handled inventory
- Conducted interviews, handled hiring and training of new employees
- Taught multiple classes throughout the day of up to 15-20 people
- Assisted with payroll
- Responsible for store upkeep, maintenance, and communicated with all vendors and suppliers
Executive Personal Assistant
Estate Management Services
05.2013 - 06.2019
- Organized personal and professional calendars with reminders for upcoming meetings and events.
- Managed household inventory and maintenance schedules.
- Organized work projects around client's house.
- Booked flights, hotel accommodations and ground transportation for smooth business travel.
- Event project coordination- private dinner, menu and calendar planning
- Guest reception, service and personalized attention
- Assist in training staff, discipline and management
- Manage and allocate funds for upkeep of household and grounds, gifting, event planning, and supplies
- Supervision of household vendors and contractors
Education
Bachelor of Science (B.S) - Behavioral Science
Mercy College
06.2012
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Data entry
- Call center experience
- Ticket management
- Sales support
- SLA
- Payment processing
- Salesforce
- Customer service excellence
Contact
Woburn, MA 01801
Education and Training
New York, NY
Languages
Spanish
Native or Bilingual
Timeline
Digital Customer Support Specialist
Straumann Group
03.2024 - Current
Sales Support Representative
Straumann Group
12.2021 - 03.2024
Receptionist
Perfect Dental
10.2020 - 05.2021
Manager|Personal Assistant
Candle Land Miami
09.2019 - 07.2020
Executive Personal Assistant
Estate Management Services
05.2013 - 06.2019
Bachelor of Science (B.S) - Behavioral Science
Mercy College
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