Diana Rosa Leon
Atlanta,GA
Summary
Knowledgeable and dedicated customer service professional with extensive experience over five years through different channels bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Eager to leverage expertise and contribute to organizational success through precise, data-driven decision. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
Work History
Specialist Representative
PNC Bank
Pittsburg
01.2022 - Current
- Handle credit card inquiries and business emails, ensuring timely and efficient customer support.
- Provide consultative support to clients, applying industry knowledge and PNC products to identify external sales opportunities.
- Collaborate with clients and service partners, utilizing data to establish/update client-specific information for products/services.
- Assisted an average of 60 customers each day inbound phone support customer service and email support.
- Escalated and managed customer issues related to account records, data input, access levels and reports.
- Achieved an average of 98% customer satisfaction goal each quarter for the department and maintained a 97% customer satisfaction survey rating.
- Implemented an efficient ticketing system, reducing response time by 30% and improving team productivity significantly.
- Perform daily transactions of $15,000+ while upselling to meet daily revenue targets and increase average order value (AOV).
- Streamlined communication between clients and internal teams, resulting in improved customer satisfaction.
- Managed a diverse portfolio of accounts, ensuring timely follow-up and personalized service for each client.
Customer Service Representative
Western Union
Dominican Republic
03.2015 - 09.2018
- · Sales person working to sell internet services for Direct TV and customers enquires about services and billings.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Bachelor’s degree - Hospitality Management
Pontificia Universidad Catolica Madre Y Maestra
01.2018
Skills
- Anti-Money Laundering
- Virtual Online Banking
- Multitasking
- Hospitality Sales
- Virtual Sales
- High Network Clients
- KPIs
- People Management
- Territory Management
- Creative problem-solving
Technical Summary
Windows, MacOS, Sabre, Apollo, Amadeus, Zendesk, Salesforce CRM
Timeline
Specialist Representative
PNC Bank
01.2022 - Current
Customer Service Representative
Western Union
03.2015 - 09.2018
Bachelor’s degree - Hospitality Management
Pontificia Universidad Catolica Madre Y Maestra