Diane Prater

• Supervised team of 20 document review specialists, on the USAC- Federal-Affordable Connectivity Program. Production, quality control, attendance issues, guidance and encouragement.

Systems Utilized:
OKTA- Verify
Amazon Work Space
Sharepoint
KnowledgeBase
Smart Team Communicator
ServiceNow
Microsoft 365- Outlook, Excel, Teams

• Participated in workshops and in-service meetings to enhance professional development.

• Coached employees through day-to-day work and complex problems.

• Monitored performance metrics consistently and implemented corrective actions when needed, contributing to continuous improvement initiatives.

• Passionate about learning and committed to continual improvement.

• Skilled at working independently and collaboratively in a team environment.

• Self-motivated, with a strong sense of personal responsibility. Attention to detail while completing assignments.

• Improved team productivity with regular communication, progress updates whilst fostering a collaborative work environment.

• Entered data, generated reports, and produced tracking documents regarding employee metrics.

• Applied effective time management techniques to meet tight deadlines.
• Proven ability to learn quickly and adapt to new situations.
• Learned and adapted quickly to new technology and software applications.
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
• Exhibited exceptional attention to detail while reviewing extensive document sets, ensuring thorough and accurate identification of pertinent information.
• Organized and detail-oriented with a strong work ethic.
• Excellent communication skills, both verbal and written.
• Assisted with day-to-day operations, working efficiently and productively with all team members.

Systems Utilized

*TCN
*Dizzion
*Genesys
* CRM
*Salesforce

• Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
• Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
• Handled customer inquiries and suggestions courteously and professionally.
• Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
• Responded proactively and positively to rapid change.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.

• Developed and fostered relationships,

• Increased client satisfaction by addressing concerns and providing customized solutions for their business needs.
• Secured new business opportunities through networking and relationship-building activities.
• Managed accounts to retain existing relationships and grow share of business.
• Generated revenue growth by identifying upselling opportunities within the existing client base.
• Exercised leadership capabilities by successfully motivating and inspiring others.
• Skilled at working independently and collaboratively in a team environment.
• Demonstrated respect, friendliness and willingness to help wherever needed.