Summary
Overview
Work History
Education
Skills
Certification
Community Service
Awards
Timeline
Generic
Diana Schermerhorn

Diana Schermerhorn

Conroe,TX

Summary

Proven track record in enhancing customer experience and streamlining client services at Alight Solutions, showcasing exceptional problem resolution and active listening skills. Spearheaded initiatives that broke sales records by over 40%, demonstrating adaptability and a commitment to excellence at BlueLine Rental. Expert in communications and relationship building, consistently achieving high customer service ratings.

Overview

17
17
years of professional experience
1
1
Certification

Work History

CCR I & CCR II

Alight Solutions
05.2023 - Current
  • Front line of care, advocating for people—ensuring the customer understands his or her health benefits, helping to navigate the annual enrollment process, qualifying life events, COBRA, Medicare, leaves of absence, troubleshooting online access issues, or resolving payroll or other HR-related issues.
  • Actively manage customer inquiries and concerns to consistently deliver services aligned with client parameters.
  • Responded quickly to time-sensitive escalations.
  • Multitasking chats, internal ticket creation, resolutions, management, imaging dispositioning, and incoming phone lines.

CLIENT SERVICES MANAGER/PRODUCTION ADMIN./PRODUCTION MANAGER/PROJECT MANAGER

Axiom Medical
04.2020 - 11.2022
  • Company Overview: B2B SaaS client advocate for, consult with, and empower customers to make the most of any product or service offered
  • Project manager in all aspects the onboarding experience from kick-off to go-live, provided training and support to new client-users, and encouraged adoption and engagement throughout the customer lifecycle
  • Creation of customized reports, cleaning data base billing codes, establishing new positions, writing training materials, executing training on new procedures
  • Manages CRM per client (Salesforce)
  • Manages client investigation complaints, requests, and rates of services
  • Analyzes reports of findings and recommends response to complaints, considering nature and complexity of complaints, requirements, and actions of subordinates to ensure settlements are made correctly
  • Excel admin team specialist coordinating testing results with direct reporting to clients
  • Preforms screenings and follow ups for Contagious Respirator Illness Assessments
  • Processes Covid-19 test results from various labs and relayed to multiple companies via Excel and Outlook
  • Resulted Covid-19 from lab to Google Sheets for the Voice
  • Project Manager White Glove Covid-19 testing VIPs nationwide
  • Daily SMS texting test reminders processing on regular testing cadence
  • Trained other Axiom employees for the SMS texting process
  • Manual data entry of testing results and created database records
  • B2B SaaS client advocate for, consult with, and empower customers to make the most of any product or service offered

ACCOUNT MANAGER

Efficient Aide
01.2021 - 04.2021
  • LinkedIn prospecting utilizing Seamless.AI and HubSpot
  • Responsible for handling email coordination, client communications & meetings, multiple CRM tools, social media postings

CLIENT COORDINATOR

Magnolia Animal Clinic
03.2020 - 04.2020
  • Company Overview: (Part-time)
  • Phones, scheduling, fill standard prescriptions, check clients in and out, process client payments, email, End of Day reconciliation, scanning and processing records
  • (Part-time)

ESCROW PROCESSOR

Express Professionals
05.2019 - 10.2019
  • Company Overview: (temporary positions)
  • Escrow processing, phones, reception, data entry, HOA documentation, Home Warranty processing
  • (temporary positions)

CLIENT SUCCESS MANAGER/FIELD SUPPORT REPRESENTATIVE/TEAM LEAD

BlueLine Rental
08.2016 - 01.2019
  • Lead team to record breaking revenues monthly, quarterly, and annually
  • Consistently, 12 months plus, broke the inside sales records for my department, had 40% plus or more closed deals per month than other team members
  • Developed and maintained relationships with over 100 locations within the company (Canada, United States, & Puerta Rico)
  • Established, maintained, and developed loyal client base increasing sales and defined company reputation through CRM, negotiation, dispute resolution/problem solving
  • Trained, mentored, monitored, evaluated, lead new team members, and team dispute resolution person
  • Project manager for one on one, private training of VPs, RVPs, DMs, RDMs and other executives within the company from all locations across the U.S., Canada, And Puerto Rico
  • Quickly developed into a reliable Subject Matter Expert within my team
  • Consistently obtained the highest Customer Service rating in the organization
  • Increased the efficiency and/or productivity of the team through training
  • Locate and source Ariel, Earthmoving, Material Handling, Compaction, Air compressor, Generator, Lighting equipment, and Vehicles
  • Provided analytical evaluations of processes and procedures streamlining efficiency
  • Assisted customers in project management utilizing cross branch inventory to achieve cost effective solutions
  • Create customer quotes, rentals, and reservations of small and large equipment
  • First line of support to answer service calls and troubleshooting customer problems, monitored customer chat/web support, and customer app support
  • Assist branches remotely with reservations, quotes, and service calls

LEAD GENERATION & CUSTOMER SERVICE

Home Depot
04.2016 - 08.2016
  • Noted for generating the most leads in a day store-wide
  • Generated leads and hosted vendor events to increase revenue within the store
  • Worked full-time in the flooring department, customer service, appliances, and the Pro desk
  • All aspects of customer service and sales
  • Generated leads throughout all departments of the store
  • Answering phones for customer problem resolutions, orders, and questions
  • Responsible for working returns and exchanges including handling cash and balancing accounts

SUBSTITUTE TEACHER

Magnolia Independent School District
11.2014 - 08.2016
  • Company Overview: Magnolia, Texas
  • Substitute for Junior High and High School level classes
  • Long term substitute for PASS - behavioral needs students ages 13 – 22 specializing in de-escalation and emotional management negotiations
  • Magnolia, Texas

OFFICE MANAGER

Caliber Collision
07.2013 - 08.2014
  • Company Overview: Cypress, Texas
  • Responsible for all aspects of office including HR, Accounting (AP, AR, financial reporting) Corporate Credit Card and Out of Pocket Expense reporting, Budget, Supply Chain (ordering, vendor set up, inventory control), Training, and administrative tasks
  • Achieved store ranking of 27th of almost 200 after last corporate audit with a 95% for all administrative functions
  • Project manager evaluating existing vendors reduction from 100+ to 65 while reducing costs
  • Project manager related to reducing and maintained inventory levels while insuring proper service levels
  • Project manager processing accounts payable clean up and stabilization
  • Accounts Receivable collections and tracking reducing receivables to less than $2000/over 30 days
  • Human resources sourcing, interviewing, hiring, evaluations, counseling and terminating as needed, payroll, benefits, PTO, and continued education schedules
  • OSHA/GMG compliance including log, file compilations and reporting
  • Facilitated weekly team engagements including organizing monthly luncheons, birthday celebrations and holiday parties
  • Ensured Controls and Compliance with corporate standards with weekly and monthly reporting consistency
  • Fully accountable for processing and balancing center’s petty cash, corporate credit card, office supplies and budget, overhead expenses, and expense reports
  • Reduction of office supply budget to 13% of projected sales
  • Daily management and training of direct reports
  • Cypress, Texas

BARISTA

Starbucks
02.2012 - 03.2013
  • Company Overview: Magnolia, Texas
  • Customer service and drive-thru specialist assisting the team achievement record setting cars-per-hour goals (47 cars every 30 minutes)
  • Magnolia, Texas

PARAPROFESSIONAL

Magnolia Independent School District
08.2007 - 08.2010
  • Company Overview: Magnolia, Texas
  • Secretary to two assistant principals at MJH 7th and 8th grade campus
  • Clinic Aide at MJH 7th and 8th grade campus
  • Front desk and Zap Program Coordinator at Bear Branch Jr
  • High 7th and 8th grade campus
  • Magnolia, Texas

Education

North Harris County Community College/Lone Star Community College -

North Harris County Community College/Lone Star Community College
01.2023

Texas Board of Insurance License -

01.2015

OMI Training -

01.2014

Texas Home School Conference -

01.2012

American Red Cross CPR -

05.2011

Spinal Screening Services -

TEXAS Dept. of State Health Services
01.2010

Hearing and Vision Services -

TEXAS Dept. of State Health Services
01.2010

S.T.E.M. Certification -

01.2009

Mat 1 (Yoga Certification) -

Lone Star College, Kingwood, TX
01.2003

Houston Community College -

Houston Community College
01.1991

Philip Crosby Quality Assurance Education System -

01.1991

Skills

  • Customer service
  • Issue follow up
  • Active listening
  • Verbal and written communication
  • Product knowledge
  • Relationship building
  • Phone etiquette
  • Documentation and reporting
  • Problem resolution
  • Product education
  • Data entry
  • Adaptability and flexibility
  • Call center experience
  • Decision-making
  • Multitasking and organization
  • Task prioritization
  • Cultural awareness
  • Call handling
  • Quality assurance
  • First call resolution
  • Empathy and patience
  • Inbound customer service
  • Security verification
  • Time management
  • Issue escalation
  • Technical troubleshooting
  • Complaint resolution
  • Mentoring
  • Coaching
  • Client support
  • Staff education and training
  • Attention to detail
  • Task delegation
  • Process improvement
  • Employee training
  • Teamwork and collaboration
  • Leadership
  • Performance evaluations
  • Team building
  • Team supervision
  • Goal setting
  • SOP adherence
  • Project management
  • Overtime management
  • Analytical thinking
  • Complex Problem-solving
  • Program development
  • Conflict resolution
  • Key performance indicators
  • Influencing skills
  • Expectation setting
  • Account management
  • Team assessment
  • People management
  • Onboarding and orientation
  • Team motivation
  • Technical support

Certification

Client Success Manager Certification, In process

Community Service

  • Treasurer, Wheelchairs for the Homeless, Current
  • First Grade Sunday School Leader, 1 year
  • Secretary, Magnolia’s Society of Samaritans, 3 years
  • Swim Teacher, self-taught business, over 10 years
  • Girl Scout Leader, various
  • Youth Group Leader, over 3 years
  • Board Member, MASA, various positions
  • Board Positions, Magnolia United Methodist Church, various

Awards

  • BlueLine Rental Most New Accounts, 2018
  • BlueLine Rental Most Revenue Award, 2018
  • BlueLine Rental Customer Service Award issued by Management, 2018
  • BlueLine Rental Customer Service Award issued by my peers, 2017
  • Home Depot leads generated, 2016

Timeline

CCR I & CCR II

Alight Solutions
05.2023 - Current

ACCOUNT MANAGER

Efficient Aide
01.2021 - 04.2021

CLIENT SERVICES MANAGER/PRODUCTION ADMIN./PRODUCTION MANAGER/PROJECT MANAGER

Axiom Medical
04.2020 - 11.2022

CLIENT COORDINATOR

Magnolia Animal Clinic
03.2020 - 04.2020

ESCROW PROCESSOR

Express Professionals
05.2019 - 10.2019

CLIENT SUCCESS MANAGER/FIELD SUPPORT REPRESENTATIVE/TEAM LEAD

BlueLine Rental
08.2016 - 01.2019

LEAD GENERATION & CUSTOMER SERVICE

Home Depot
04.2016 - 08.2016

SUBSTITUTE TEACHER

Magnolia Independent School District
11.2014 - 08.2016

OFFICE MANAGER

Caliber Collision
07.2013 - 08.2014

BARISTA

Starbucks
02.2012 - 03.2013

PARAPROFESSIONAL

Magnolia Independent School District
08.2007 - 08.2010

North Harris County Community College/Lone Star Community College -

North Harris County Community College/Lone Star Community College

Texas Board of Insurance License -

OMI Training -

Texas Home School Conference -

American Red Cross CPR -

Spinal Screening Services -

TEXAS Dept. of State Health Services

Hearing and Vision Services -

TEXAS Dept. of State Health Services

S.T.E.M. Certification -

Mat 1 (Yoga Certification) -

Lone Star College, Kingwood, TX

Houston Community College -

Houston Community College

Philip Crosby Quality Assurance Education System -

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