Diandrea Wilson
Jacksonville,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Human Resource Generalist
Jacksonville Nursing And Rehabilitation Center
Jacksonville, FL
01.2023 - 12.2023
- Increased customer satisfaction by 40% by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in cross-functional initiatives to enhance overall business operations and customer satisfaction levels.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enabled transition of over 100 employees from paper time sheets to electronic, eliminating manual time entry.
Human Resources Coordinator
Amazon
Jacksonville, FL
11.2021 - 12.2022
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Provided onboarding and training for over 40 new hires biweekly educating them on company policies and overall expectation
Logistics Coordinator
LandStar
Jacksonville, FL
03.2016 - 07.2019
- Improved order accuracy through meticulous data entry and verification processes.
- Ensured compliance with industry regulations, reducing the risk of fines or penalties.
- Trained new employees on logistics procedures, promoting a consistent approach across the team.
- Adapted quickly to unexpected disruptions in the supply chain, developing contingency plans to minimize negative impacts on business operations.
- Monitored inbound and outbound freight operations to establish timely delivery of packages.
- Scheduled and coordinated truck, ship and air transport to maximize productivity and maintain organized calendar.
Contact Center Specialist
Uhaul Moving And Storage
WFH
03.2014 - 08.2015
- Reduced average call handling time with efficient problem-solving and clear communication skills.
- Contributed to team success by consistently achieving individual performance goals and targets.
- Offered personalized solutions to customer issues, resulting in improved loyalty and retention rates.
- Utilized CRM software proficiently for managing customer information and tracking case progress efficiently.
- Processed debit and credit card and electronic check payments.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Education
BBA - Human Resources Management
American InterContinental University
Schaumburg, IL11.2021
Skills
- Information Security
- Data Entry
- Product Knowledge
- Call center experience
Timeline
Human Resource Generalist
Jacksonville Nursing And Rehabilitation Center
01.2023 - 12.2023
Human Resources Coordinator
Amazon
11.2021 - 12.2022
Logistics Coordinator
LandStar
03.2016 - 07.2019
Contact Center Specialist
Uhaul Moving And Storage
03.2014 - 08.2015
BBA - Human Resources Management
American InterContinental University