Diana Zelaya
Zion,IL
Summary
Dynamic professional with a robust background in customer interactions and service solutions, dedicated to enhancing customer satisfaction and loyalty. Expertise in conflict resolution, communication, and problem-solving drives effective outcomes in challenging situations. Collaborative team player who adapts seamlessly to evolving needs while maintaining a strong focus on achieving results through efficient and empathetic service. Recognized for reliability and a proactive approach in aligning customer and organizational objectives.
Overview
8
8
years of professional experience
Work History
Customer Service Representative II
Learning Resources
Vernon Hills
05.2023 - Current
- Managed customer inquiries and suggestions with professionalism and courtesy.
- Managed customer telephone inquiries promptly to enhance service efficiency.
- Executed prompt processing of customer service orders to enhance customer satisfaction.
- Monitored customer service cases and updated service software with relevant customer information.
- Implemented a monitoring system for customer reviews to enhance product quality and service responsiveness.
- Oversaw account health management to ensure compliance with Amazon standards.
- Developed and delivered comprehensive training programs to ensure new personnel understand company operations and policies.
- Collaborated with sales team members on completing accurate orders, and resolve any order issues.
- Assisted teams in executing various projects, including retail analysis and quality report replacements. Supported project timelines and objectives through effective collaboration. Contributed to team discussions and problem-solving efforts.
- Executed servicing and maintenance tasks for EDI accounts to ensure operational efficiency.
- Fostered connections with resellers and direct consumers to maintain ongoing partnerships.
Branch Banker Associate
PNC Bank
Zion, IL
11.2019 - 05.2023
- Opened new accounts and made changes to existing accounts.
- Investigated and resolved account issues by offering applicable options to customers.
- Supported tellers by processing transactions involving money orders, cashiers checks and payments.
- Helped customers prepare documents required to complete transactions and process requests.
- Identified customer needs and wants to enhance customer experiences and boost sales.
- Maintained relationships with customers to maximize sales opportunities.
Teller
PNC Bank
Zion, IL
11.2018 - 11.2019
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Monitored and reported suspicious activity in line with bank security policies.
Barista
Starbucks
Waukegan, IL
07.2018 - 11.2018
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Controlled line and crowd with quick, efficient service.
- Cleaned counters, machines, utensils, and seating areas daily.
- Maintained regular and consistent attendance and punctuality.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
- Recommended products based on solid understanding of individual customer needs and preferences.
Education
High School Diploma -
Waukegan High School
Waukegan, IL05-2018
Skills
- Data Entry
- Call Center Experience
- Order Processing
- Customer Relations
- Microsoft Dynamic D365
- Problem resolution
- Data collection
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative II
Learning Resources
05.2023 - Current
Branch Banker Associate
PNC Bank
11.2019 - 05.2023
Teller
PNC Bank
11.2018 - 11.2019
Barista
Starbucks
07.2018 - 11.2018
High School Diploma -
Waukegan High School