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
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
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
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
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
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