Diandra Lorenzo
North Bergen
Summary
Encouraging and analytical problem-solver with a unique set of talents to excel in team building, leadership, and motivation. Exceptional customer relations aptitude and strong relationship-building skills contribute to positively impacting company success through independent decision-making and sound judgment. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance within the organization.
Overview
8
8
years of professional experience
Work History
Customer Experience Specialist
Conduent
06.2021 - 12.2023
- Cross trained in multiple departments to know all company needs and train new employees
- Analyzed and updated all necessary changes to Salesforce software
- Processed customer service requests via phone support and email support
- Customized CRM using the most up-to-date tools (i.e., workflows, triggers)
- Noted customer correspondence in CRM to track requests, problems and solutions
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
- Guided customers through troubleshooting, navigating the company website/mobile app or using digital tools
- Audited internal data and processes to identify and manage initiatives, improving business performance
- Recommended metrics and models based on observed trends
- Worked with internal teams to understand business needs and changing strategies
Personal Cruise Consultant
Norwegian Cruise Line
03.2016 - 03.2020
- Satisfied customer queries over phone and email to maintain positive patient-provider relationships
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Uphold quality control policies and procedures to increase customer satisfaction
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Relayed customer feedback to cross-functional teams to improve products and services
- Trained new hires on products and services, best practices and protocols to reduce process gaps
Education
B.S. - Biology
Saint Peter’s Univeristy
Jersey City, New Jersey05.2015
Communicative Disorders and Deaf Education
Utah State University
Logan, Utah05.2022
Skills
- Efficient and Detail-Oriented
- Email Support
- Understanding Customer Needs
- Creative Problem Solving
- Call Documentation
- Order and Refund Processing
- Salesforce
- Data Entry
- CRM Software
- LiveChat
- Microsoft Office/Excel
- Billing Adjustments and Refunds Review
- Analytics
- Trained in Salesforce
- Report generation
- Data evaluation
- Report creation
- Salesforce CRM
Languages
Spanish
Native or Bilingual
Timeline
Customer Experience Specialist
Conduent
06.2021 - 12.2023
Personal Cruise Consultant
Norwegian Cruise Line
03.2016 - 03.2020
Communicative Disorders and Deaf Education
Utah State University
B.S. - Biology
Saint Peter’s Univeristy
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