Summary
Overview
Work History
Education
Skills
Certification
Assessments
Timeline
Generic

Diandra Marcelin

Loganville,GA

Summary

Organizational problem-solver with advanced supervisory, team building and senior customer service skills. Experience stepping into roles and quickly making positive changes to drive company success.

Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Sales and Service Coordinator

Peachtree Service Experts (Atlanta)
04.2024 - Current
  • Effectively communicates with customer in order to schedule service maintenance / sales call while gathering information on the customer's current systems and needs as well as ensuring that the decision maker is present at the time of the call
  • Plans and routes technicians to service calls based on technician availability and skill set
  • Promptly responds to service technicians' requests
  • Prior to or after the sales call, explain financing options and gather customer information to complete financing forms or assist customer in completing financing forms
  • Calls the customer to confirm arrival time of the Residential Sales Consultant
  • Enters appropriate scheduling information on the Sales Dispatch Board
  • Keeps the General Manager or Sales Manager abreast of issues, problems, and other pertinent information
  • Completes and distributes the Daily sales report.

Administrative Office Manager

True Blue Plumbing Services
07.2023 - 03.2024
  • Created a welcoming office environment by maintaining clean, organized spaces for staff use.
  • Updated reports, managed accounts, and generated reports for company database.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Responded to customer inquiries via phone or email in a professional manner.
  • Provided administrative support to management team including preparing reports and presentation.
  • Analyzed customer feedback to develop action plans for improving services offered.
  • Maintained up-to-date records of employee attendance, payroll information, vacation requests.
  • Scheduled interviews for potential candidates and conducted reference checks prior to hire.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Assigned tasks to associates to fit skill levels and maximize team performance.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Scheduled building inspections as required by applicable codes and ordinances.
  • Processed permit applications using established procedures.
  • Assisted in resolving complex customer inquiries regarding their loan status or repayment terms.
  • Streamlined office processes by implementing efficient organizational systems and procedures.

Sales Coordinator

ARS/Rescue Rooter
06.2019 - 09.2020
  • Representing the company as the internal selling agent of products and services by providing the first contact with potential and current customers
  • Communicate customer requirements and request support from other departments to assist in achieving established objectives
  • Utilize expertise of service center staff to assist in business development, job costing and preparation of proposals
  • Prepare sales reports, update the lead database, and perform administrative support within the office
  • Reschedule cancelled installation appointments
  • Verify legitimacy, accuracy, and quality of leads through the verification process
  • Contact customers prior to all in-home sales presentations to ensure customers are home prior to time of arrival
  • Communicated continually throughout the day with our in-field sales professionals with any help or assistance they may need from the branch office
  • Follow up on quotes given to customers and communicate with customers for any needs they may have, sale related
  • Process completed paperwork, electronic and manual forms
  • Meet and exceed expected sales targets
  • Ability to work with minimal supervision
  • Ability to demonstrate organizational and follow-up skills.

Account Manager, Inside Sales

United Health Care/Teleperformance USA
09.2017 - 05.2019
  • Conducted quality review of telephone representatives performance to ensure goals and standards are met to identify areas where improvement can be achieved
  • Verified that representatives provided up to date information following current processes and communicating effectively to consumers
  • Weekly QA Monitoring and coaching using TOPS process
  • Weekly reporting (attendance, utilization, break and lunch monitoring
  • Provided coaching advice and guidance based on audit findings and delivered performance feedback to associates
  • Operations and floor control when needed
  • Participated in meetings and presentations or other special projects assigned by department manager.

Data Entry Specialist

Excelsior Enterprises
12.2017 - 08.2018
  • Exercised versatility in fast-paced, agile work environments
  • Participated in ongoing training and compliance activities
  • Defined team directions and provided guidance to members
  • Balanced competing priorities through deliberate project and time management practices
  • Displayed strong telephone etiquette, effectively handling difficult calls
  • Identified needs of customers promptly and efficiently
  • Received or prepared work orders.
  • Completed data entry tasks with accuracy and efficiency.
  • Maintained strict confidentiality of sensitive information, adhering to established guidelines and protocols.

Administrative Assistant

Educational Opportunity Center
09.2013 - 08.2016
  • Answered and quickly redirected calls throughout the day
  • Set appointments for students looking to enroll in selected programs
  • Planned and coordinated logistics and materials for board meetings, committee meetings and staff events
  • Ordered and distributed office supplies while adhering to a fixed office budget
  • Completed data entry, tracked resumes and maintained the applicant tracking system.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
  • Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.

Education

High School Diploma -

Pakington High School
06.2007

Skills

  • Sales Strategies
  • CRM Software
  • Microsoft Outlook, Word, and Excel
  • Customer Service
  • Complaint resolution
  • Exceptional telephone etiquette
  • Quality Assurance
  • Administrative Support
  • Project Management
  • Schedule Coordination
  • Organizational Skills
  • Attention to Detail

Certification

  • Senior customer service, 07/01/18
  • Business Ethic, 07/01/18
  • Credit Analyst, 11/01/21

Assessments

  • Customer focus & orientation, Proficient, 08/01/21
  • Work style: Professionalism, Proficient, 06/01/23
  • Call center customer service, Proficient, 03/01/23
  • Customer service, Proficient, 02/01/23
  • Administrative assistant/receptionist, Proficient, 03/01/23

Timeline

Sales and Service Coordinator

Peachtree Service Experts (Atlanta)
04.2024 - Current

Administrative Office Manager

True Blue Plumbing Services
07.2023 - 03.2024

Sales Coordinator

ARS/Rescue Rooter
06.2019 - 09.2020

Data Entry Specialist

Excelsior Enterprises
12.2017 - 08.2018

Account Manager, Inside Sales

United Health Care/Teleperformance USA
09.2017 - 05.2019

Administrative Assistant

Educational Opportunity Center
09.2013 - 08.2016

High School Diploma -

Pakington High School

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Diandra Marcelin