Dianah Aiko
Summary
Dynamic customer service professional adept at resolving complaints with urgency and ensuring customer satisfaction. Proficient in utilizing CRM software to track interactions, gather feedback, and implement service improvements, fostering strong relationships and enhancing overall 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, ensuring prompt resolution of service and billing complaints.
- Explained billing procedures, processed payments, and assisted with payment option setup to enhance customer understanding and engagement.
- Collected customer deposits to facilitate account management.
- 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 collect insights for service enhancement.
- Administered customer feedback surveys to pinpoint opportunities for improving 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, enhancing service experience and customer loyalty.
- Resolved customer complaints through active listening and problem-solving, fostering trust and satisfaction.
- Assisted customers with inquiries and product information, enhancing understanding and satisfaction.
- Conducted follow-ups with customers to ensure satisfaction and reinforce long-term relationships.
- Utilized CRM software to track customer interactions, ensuring accurate records and streamlined access.
- Implemented feedback systems to gather insights for service improvement initiatives.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
MBA - Business Administration (minor in Healthcare Admin
Texas A&M University
Corpus Christi, TX05-2023
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
- Microsoft Outlook
Languages
English
Timeline
Customer Service Representative
Delta Dental
06.2023 - Current
Customer Service Representative
Avantivex Solutions
05.2021 - 05.2023
MBA - Business Administration (minor in Healthcare Admin
Texas A&M University