Diandra Alarcon

• Manage incoming calls and provided solutions with a focus on first-call resolution and customer satisfaction.

• Conduct research on customer requests, analyzed trends to assist with fraud monitoring, and resolved billing disputes.

• Educate customers on self-service tools such as online banking, enhancing user engagement and satisfaction.

• Addressed customer cases with professionalism, providing comprehensive information and viable solutions.

• Collaborated with affiliate service providers to manage schedules for service adjustments, ensuring smooth logistics for clients.

• Demonstrated effective problem-solving and communication skills in high-stakes situations, meeting customer needs promptly.

• Assisted customers with inquiries and provided detailed information to support their decision-making.

• Worked with internal teams to reschedule service appointments, promoting seamless client experiences.

• Built customer relationships through attentive communication and tailored service recommendations.

• Handled incoming call and emails, informing customers of billing procedure, processed payment and processed payments.
• Trained new employees ensuring they understood company policies and procedures.