Diane Gilkey
Concord,NC
Summary
Sociable Customer Success Manager versed in applying conflict resolution strategies to escalated customer complaints. Helpful team leader passionate about training others in customer satisfaction. Noted for creativity in customer support strategies.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Love Arcanum
Concord , NC
11.2021 - Current
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Engagement Specialist
Florida Blue
Concord, NC
08.2021 - Current
- Organized focus groups with internal business partners to build engagement teams.
- Established measurable standards to guide continual improvement and increased member engagement and retention by 30%.
- Facilitated best practices to publicize corporate culture and support engagement projects.
- Planned and implemented studies to assess market conditions and evaluated results to enhance marketing campaigns.
Outbound Sales Call Center Agent
Spectrum
Charlotte, NC
11.2019 - 08.2021
- Collaborated and communicated across organizational levels to derive new strategies for reaching broad range of customers and document progress.
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Identified customers from previously untapped market sectors with innovative call strategy.
- Made 100 cold calls per day resulting in client base growth by 20%.
Outbound Sales Manager
Web.com
Charlotte, NC
02.2017 - 11.2019
- Used computer databases to keep track of phone calls, confidential notes about conversations and customer contact information.
- Represented company professionally in situations, working through challenging phone calls and cultivating positive interactions by remaining calm and poised.
- Conducted 100 outbound phone calls daily to reach potential clients and market SaaS services to Real Estate Agents.
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Collaborated and communicated across organizational levels to derive new strategies for reaching broad range of customers and document progress.
Education
Associate of Science - Psychology
Rowan Cabarrus Community College
Concord, NC04.2019
Skills
- Customer Account Review
- Quality Control Standards
- Satisfaction Surveys
- Operational Efficiency
- Collaborative Environments
- Corrective Action Planning
- Effective Customer Communication
- Training Seminars
- Salesforce CRM Experience
- Motivational Techniques
- Staff Meetings
Certification
Scrum Master
Hobbies
I am a content creator and I also work out 3 days per week.
Timeline
Customer Success Manager
Love Arcanum
11.2021 - Current
Engagement Specialist
Florida Blue
08.2021 - Current
Outbound Sales Call Center Agent
Spectrum
11.2019 - 08.2021
Outbound Sales Manager
Web.com
02.2017 - 11.2019
Associate of Science - Psychology
Rowan Cabarrus Community College
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