DIANE TROUTMAN
Fate,TX
Summary
Seasoned Empathetic professional in excellent customer service skills known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for clients/customer.
Overview
10
10
years of professional experience
Work History
Customer Service Representative/Remote
Insight Global Solutions Staffing Agency/Optmum
Fate, TX
09.2024 - 12.2025
- Outbound calls to Medicare members.
- Data Entry.
- Engaged in conversation with customers to inform them of the reason for our call, information about the Wellness Exam, how we can assist, and to understand our members' needs.
- Assisted members by scheduling wellness exams with their primary care clinics.
- Engaged in conversation with customers to understand their needs, answered questions, and resolved issues.
- Collaborated with our other Member Service Department to update changes and resolve the members' issues.
Back Office Support Representative/Remote
Radius Global Solutions Staffing Agency
Fate, TX
01.2024 - 09.2024
- Ensured rapid, accurate, and efficient data processing of client files.
- I entered data into the computer program, and that kept the data organized so that it was easily accessible at any time.
- As the Back Office Support Representative, I performed duties with the highest level of confidence.
- Completed all required training and applied the information to the performance of duties.
- Followed back-office processing procedures, guidelines, and policies of Radius Global Solutions and the client.
- Efficiently and effectively entered data into the client portal.
- Exhibited and maintained high levels of accuracy in processing applications.
- Handled all methods of communication in a transparent, respectful, and professional manner.
- Followed the communication procedures, guidelines, and policies of Radius Global Solutions and the client.
- Reinforced high customer service standards to maintain excellent client satisfaction
- Accurately documented each transaction in client specifications.
- Consistently performed job duties and tasks, achieving expected productivity and quality metrics.
- Collaborated with the team to identify trends and issues based on service activity.
Customer Service Agent/Tier 1/Tier2/ Remote
Insight Global Solutions Staffing Agency/FEMA
Lewisville, TX
02.2021 - 04.2023
- Customer Service Agent and Security Training.
- Data Entry
- Delivered excellent customer service by maintaining a high level of professionalism and compassion when dealing with difficult clients and situations.
- Registered clients for disaster assistance.
- Verified the client's demographic, account information, and benefit status.
- Followed up with clients via phone within the established turnaround time to meet the company objectives and for client satisfaction.
- Collaborated with the team, other departments, and the supervisor to get the client's issues resolved in a timely manner.
- Received, assisted, and handled calls for supervisors that the clients had requested a supervisor.
- Started as an entry-level Customer Service Agent, I received an offer for training to be promoted to a Tier 1 Agent, and then later I received another offer for training to be promoted to a Tier 2 Agent.
Caregiver
Private Self Employed Contractor
Denton, TX
08.2020 - 01.2021
- Provided professional, loving, compassionate, personal, and physical care to dementia and Alzheimer’s patients.
- Encouraged communication through conversations by talking, laughing, and smiling with patients.
- Monitored, charted, and reported daily statuses, changes, and progress.
- Prepared and cooked meals
- Housekeeping duties such as laundry, changing or making beds, cleaning and sanitizing rooms, vacuuming, sweeping, and mopping floors.
- Motivated the patient to do basic motor skills exercises and to walk.
Caregiver
Senior Helpers - DFW (Homecare Agency)
Grapevine, TX
02.2020 - 07.2020
- Provided professional, loving, compassionate, personal, and physical care to dementia and Alzheimer's patients.
- Encouraged communication through conversations, laughing, and smiling with the patient.
- Monitored, charted, and reported daily statuses, changes, and progress.
- Prepared and cooked meals
- Housekeeping duties such as laundry, changing or making beds, cleaning and sanitizing rooms, vacuuming, sweeping, and mopping floors.
- Motivated patient to do basic motor skills exercises and to walk
Customer Service Agent
Nationstar DBA Mr. Cooper
Lewisville, TX
12.2018 - 09.2019
- Inbound calls from borrowers with mortgage accounts.
- Delivered excellent customer service by maintaining a high level of professionalism and compassion when dealing with difficult borrowers and situations.
- Entered data, information, and payments for borrowers.
- Assisted borrowers in resolving issues with their mortgage accounts in a timely manner.
- Advised borrowers of refinance, purchase, and selling offers.
- I informed the Licensed Mortgage Professional and Sales Department of the leads.
Customer Service Agent
Robert Half International Staffing Agency/FEMA
Denton, TX
09.2017 - 12.2018
- Inbound Calls
- Received security training.
- Data Entry
- Registered clients for disaster assistance
- Verified the client's demographic, account information, and benefit status.
- Delivered excellent customer service by maintaining a high level of professionalism and compassion when dealing with difficult clients and situations.
- Updated changes in our system for clients' applications and records.
- Researched discrepancies and collaborated with other departments and/or a supervisor to correct issues in a timely manner. .
Customer Service Representatives
Great Lakes
Eagan, MN
10.2016 - 04.2017
- Answered incoming calls from borrowers and authorized persons.
- Verified borrowers' demographic and required information.
- Discussed payments and billing issues for loan accounts.
- Delivered excellent customer service by maintaining a high level of professionalism and compassion when dealing with difficult clients and situations.
- Made outbound calls when it was necessary to follow up with the borrower to provide statuses.
- Collaborated with the Escalation Department and/or a supervisor to get loan account issues resolved in a timely manner.
Customer Service Representative
Robert Half International Staffing Agency/LTCG
Woodbury, MN
08.2015 - 10.2016
- Answered incoming calls for Long-Term Care Insurance from insurers, agents, and authorized persons.
- Data Entry
- Verified demographic and required information.
- Advised and explained insurance benefit coverage, billing, and payment information.
- Maintained a high level of professionalism when dealing with difficult customers.
- Collaborated and interacted with the care coordinator and billing department to get the borrower's account issues resolved in a timely manner.
- Cross-trained in the claims department as a team player so that I would be able to assist/help when needed in other areas and/or departments.
Education
Medical Office Assistant Certificate -
Easter Seals Skills Training Program - St. Paul College
St. Paul, MN09.2012
Computer/Keyboarding/Microsoft Word Certificate -
St. Paul College
St. Paul, MN06.2010
Certified/Licensed Nursing Assistant -
American Red Cross/Century College
St. Paul, MN10.2004
Skills
- Customer service remotel
- Call center experience
- CRM software
- Data entry and processing
- Account updating
- Complaint resolution
- Hospital, nursing home, and home care
- Child, adult, dementia/Alzheimer's patient care
Timeline
Customer Service Representative/Remote
Insight Global Solutions Staffing Agency/Optmum
09.2024 - 12.2025
Back Office Support Representative/Remote
Radius Global Solutions Staffing Agency
01.2024 - 09.2024
Customer Service Agent/Tier 1/Tier2/ Remote
Insight Global Solutions Staffing Agency/FEMA
02.2021 - 04.2023
Caregiver
Private Self Employed Contractor
08.2020 - 01.2021
Caregiver
Senior Helpers - DFW (Homecare Agency)
02.2020 - 07.2020
Customer Service Agent
Nationstar DBA Mr. Cooper
12.2018 - 09.2019
Customer Service Agent
Robert Half International Staffing Agency/FEMA
09.2017 - 12.2018
Customer Service Representatives
Great Lakes
10.2016 - 04.2017
Customer Service Representative
Robert Half International Staffing Agency/LTCG
08.2015 - 10.2016
Medical Office Assistant Certificate -
Easter Seals Skills Training Program - St. Paul College
Computer/Keyboarding/Microsoft Word Certificate -
St. Paul College
Certified/Licensed Nursing Assistant -
American Red Cross/Century College
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