Diana Vega
Powder Springs
Summary
Dedicated Senior Customer Care Representative with proven expertise in managing diverse customer inquiries and resolving complex issues. Demonstrated ability to foster customer loyalty through strong relationship-building and empathetic communication. Experienced in leading teams to achieve performance improvements and enhance customer satisfaction. Committed to delivering exceptional service and driving results in a collaborative environment.
Overview
15
15
years of professional experience
Work History
Senior Customer Care Representative
Gas South
01.2023 - Current
- Processed rates and renewals for residential and commercial customers, resolving billing delays efficiently.
- Trained new hires and junior agents with phone calls, chat, and email, and made sure they followed policies and guidelines.
- Collaborated with management to improve response times and service quality.
- Enrolled customers in commercial and residential services, facilitating transfers to multiple addresses.
- Reviewed OATS submissions from representatives to support coaches and ensured prompt resolution.
- Evaluated medical letters from physician’s offices for approval of medical overrides.
- Addressed customer concerns regarding billing through email and chat for both commercial and residential clients.
- Verified incoming enrollment documents including Photo ID/Passport, conducting credit checks for eligibility.
- Responded to customer inquiries through phone and email communication.
- Managed required documentation for Power of Attorney letters to update customer accounts.
Business Care
Gas South
Atlanta
06.2019 - Current
- Delivered fast and knowledgeable support for billing inquiries and enrollments to satisfy customers daily.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Facilitated payment plans for customers to prevent service disconnection.
- Collaborated with managers to enhance area operations through customer feedback and innovative suggestions.
- Monitored and updated knowledge of all changes to processes and procedures.
Customer Care Agent
Gas South
Atlanta
06.2018 - Current
- Communicated with customers through phone, email, and chat to enhance navigation of company website.
- Resolved billing issues and account discrepancies promptly.
- Documented customer interactions accurately in the system.
- Handled escalated calls with professionalism and empathy.
- Addressed customer inquiries promptly and accurately to ensure satisfaction.
- Collaborated in Team Excellence initiatives to generate ideas for improving customer experience.
Billing Specialist
Cumberland Women's Healthcare
Smyrna
06.2016 - 05.2017
- Coded patient information into internal database while managing database security and classifying bills.
- Processed patient billing inquiries and resolved discrepancies effectively.
- Coordinated with healthcare providers to obtain necessary billing documentation promptly.
- Incorporated authorized third-party invoices to streamline customer invoicing process.
- Organized consistent billing schedule to minimize payment delays.
- Processed billings, invoices, and reimbursement claims while following up on past-due accounts.
- Completed and submitted insurance documentation along with other claim forms.
General Manager
Advance Auto Parts
Marietta
08.2010 - 04.2016
- Consistently met targets through diligent effort and meticulous attention to detail.
- Directed team training programs to enhance staff skills and service quality.
- Coordinated marketing initiatives to promote store offerings and drive sales growth.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Established team targets and executed plans to achieve individual and group goals.
- Managed payroll processes while creating efficient work schedules.
- Prepared revenue and expense forecasts, successfully administering budgets without overages.
Education
Certification - Business Management
Chattahoochee Tech College
Marietta, GA09.2025
Certification - Medical Billing and Coding
Fortis College
Atlanta, GASkills
- Verbal and written communication
- Problem resolution
- Process improvement
- Coaching and mentoring
- Adaptability
- Microsoft Office proficiency
- Team leadership
- Self-motivation
- Multitasking
Timeline
Senior Customer Care Representative
Gas South
01.2023 - Current
Business Care
Gas South
06.2019 - Current
Customer Care Agent
Gas South
06.2018 - Current
Billing Specialist
Cumberland Women's Healthcare
06.2016 - 05.2017
General Manager
Advance Auto Parts
08.2010 - 04.2016
Certification - Business Management
Chattahoochee Tech College
Certification - Medical Billing and Coding
Fortis College
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