Dianah Aiko
Summary
Dynamic customer service professional skilled in gathering feedback and implementing improvements. Known for strong communication and problem-solving abilities, ensuring effective complaint resolution and customer engagement.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Delta Dental
06.2023 - Current
- Addressed customer complaints with urgency, ensuring timely resolutions and satisfaction.
- Adjusted bills and processed refunds to resolve service or billing complaints promptly.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Collected deposits or payments and arranged for billing.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Conducted follow-up calls with customers post-resolution to confirm satisfaction and gather insights for improvement.
- Administered customer feedback surveys to identify opportunities for enhancing service quality.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Customer Service Representative
Avantivex Solutions
05.2021 - 05.2023
- Resolved customer complaints promptly, contributing to a positive service experience.
- Resolved customer complaints through active listening and problem-solving skills.
- Assisted customers with inquiries and product information, improving understanding and satisfaction.
- Conducted follow-ups with customers to ensure satisfaction and strengthen long-term relationships.
- Utilized CRM software to track customer interactions, improving record accuracy and streamlining access.
- Implemented feedback systems to gather insights for service improvement initiatives.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
Computer Information System A.S - Information Technology
TCC Southeast Campus
Arlington, TX05-2021
Skills
- Call center procedures
- Live chat support
- Call management
- Customer feedback
- Account management
- CRM software
- Salesforce
- Freshdesk
- Data analysis
- Spreadsheet management
- Problem-solving
- Active listening
- Dispute resolution
- Empathy
- Patience
- Adaptive team player
- outlook
Languages
English
Timeline
Customer Service Representative
Delta Dental
06.2023 - Current
Customer Service Representative
Avantivex Solutions
05.2021 - 05.2023
Computer Information System A.S - Information Technology
TCC Southeast Campus