Diane Drake
Smyrna,US
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
12
12
years of professional experience
Work History
Team Manager
Alight Solutions
Atlanta, GA
10.2020 - 09.2025
- Provided necessary support and guidance to team members in order to meet organizational goals.
- Maintained strong relationships with team members to ensure team success.
- Coached, mentored, and trained staff to improve performance, increase productivity, and maximize efficiency.
- Facilitated communication between departments to ensure alignment on project goals and timelines.
Team Specialist
Alight Solutions
Atlanta, GA
06.2015 - 10.2020
- Advised management on best practices for working as a cohesive unit.
- Assisted in developing team strategies to ensure successful outcomes.
- Ensured compliance with company policies and regulations concerning health, safety, security, and other matters.
Customer Service Representative
Alight Solutions
Atlanta, GA
10.2013 - 06.2015
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Science (B.S.) - Consumer Economics
University of Georgia
Athens, GA, USAssociate of Arts - Liberal Arts
Young Harris College
Young Harris, GASkills
- Performance coaching
- Workforce planning
- Customer focus
- Operational excellence
- Influencing skills
- Customer service excellence
- Call center experience
- Inbound call answering
- Active listening
- Effective communication
- Customer relations
- Professional and courteous
Timeline
Team Manager
Alight Solutions
10.2020 - 09.2025
Team Specialist
Alight Solutions
06.2015 - 10.2020
Customer Service Representative
Alight Solutions
10.2013 - 06.2015
Bachelor of Science (B.S.) - Consumer Economics
University of Georgia
Associate of Arts - Liberal Arts
Young Harris College