Diane Dill

• Efficiently handled high call volume - approximately 50-60 contacts per shift, within a fast-paced and structured work environment.
• Exceeded customer satisfaction targets, achieved exemplary service efficiency metrics and consistently fulfilled assigned responsibilities.
• Effectively communicated with customers through various channels such as inbound phone calls,chats,and emails. Expertly resolved inquiries related to returns,replacements,
  deliveries,,product availability,and order statuses.
• Demonstrated conflict management skills in de-escalating customer issues and offering appropriate solutions.
• Utilized analytical thinking to resolve customer issues in a prompt and efficient manner.
• Succeeded in efficiently answering questions by utilizing our technical expertise to seamlessly navigate various applications simultaneously.
• Proactively identified areas requiring improvement on behalf of Wayfair customers, escalating systemic issues and sharing trends with leadership.

• Processed cash withdrawals and deposits including checks for accuracy before posting them into the system.
• Provided exceptional customer service to members and guests by answering inquiries, resolving complaints, and providing information in a timely manner.
• Performed daily audits of teller drawers to ensure compliance with security regulations.
• Developed relationships with members to increase loyalty and satisfaction through personal contact, follow-up calls, and outreach activities.
• Explained various types of accounts available to customers in order to meet their individual needs.
• Researched discrepancies on member accounts and resolved issues promptly and accurately.

• Answered phone calls from clients and answered questions accordingly with impeccable customer care.
• Automated office operations to manage client correspondence, record tracking and data communications.
• Supported smooth and efficient clerical support.
• Increased office organization by developing filing system and customer database protocols.
• Handled scheduling and managed timely and effective allocation of resources and calendars.
• Supported office needs including taking messages, scanning documents and routing business correspondence.
• Quoted and prepared new client information for business services such as Tax, Accounting and Bookkeeping.
• Managed inventory and purchase of supplies for office operations and copier maintenance.
• Oversaw day-to-day office operations, including receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
• Generated financial reports for management review, along with engagement letters.
• Oversaw digital client portal, which provided tax data and documents to accountants.
• Automated office operations, managing client correspondence, credit card payments, bank deposits, record tracking and data communications.
• Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
• Liaised with clients, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
• Processed entered tracked sent and received invoices for accounting and payroll.

• Marketed UAS/UAV policies on a monthly basis, which entailed sending conditional notices of non-renewal letters to customers.
  
• Invoiced for renewals, new policies and endorsements
  
• Used Excel to create large reports for all completed business each month in compliance with carrier expectations.
  
• Attached emails into Attachment Manager to maintain good documentation.
  
• Created a tracking system for the Sub-producer agreements to make sure their documents were returned signed and dated.
  Closely monitored/tracked E & O Certificates to make sure we had current certificates on file.
  
• Managed finance contracts with IPFS (financing service for insurance agents and brokers) by monitoring new acceptance contracts, policy information requests and notice of cancellation letters.
  
• Processed “Direct Notices of Cancellation”.
  
• Maintained Nexsure with all updates, new business and servicing on accounts for both the insured and sub-producers.

• Managed day-to-day operations related to HomeAway's Insurance products and reimbursement claims.
• Heavy customer support via email related to reimbursement claims.
• Produced reimbursement files and audited reimbursement claims to detect any inaccurate, inconsistent or incomplete elements or missing documents for payout.
• Communicated effectively with customers and team members by email, phone and instant messaging.

• Supported property owners, property managers and travelers by providing excellent service via phone and email within defined service levels.
• Conducted fraud checks on new listing to determine legitimacy, which included requesting documentation to determine ownership.
• Reviewed and processed fraud alerts within defined service levels.
• Effectively identified suspicious behavior and incidents by performing relevant fraud checks and analysis using Trust and Security tools.
• Reported escalated incidents to Trust & Security Management in accordance with our policy and procedure.
• Reviewed new and existing advertisements for suspicious, substandard, phishing and other fraudulent attributes.
• Proficient user in all Trust & Security systems including HomeAway's internal Fraud detection system.
• Helped to analyze and identify issue severity levels and follow appropriate escalation procedures.
• Educated customers in best practices for using HomeAway applications.
• Met appropriate productivity and quality levels in support of world-class service standards.
• Stayed up-to-date on product changes in order to provide accurate and thorough support.
• Advocated for customer needs by suggesting customer experience improvements.
• Applied the proper service etiquette to satisfy various customer situations.

Customer Support - 2008 - 2009

Listing Editor- 2007 - 2008