Summary
Overview
Work History
Education
Skills
Timeline
Generic

Dianna Hammond

Summary

Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills, as well as excellent customer relations aptitude and relationship-building skills.

Overview

12
12
years of professional experience

Work History

Customer Service Manager

UPAC
05.2004 - 12.2010
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Clerical Supervisor

OneBeacon Ins. Co
08.2001 - 04.2004
  • Maintained constant inventory of supplies and ordered new stock.
  • Assisted with budget development and tracking, identifying areas for cost savings and allocating resources effectively.
  • Implemented a document management system that increased accessibility of important files for all team members while maintaining security protocols.
  • Oversaw the maintenance of office equipment to ensure optimal performance and minimal downtime.
  • Collaborated with other departments on special projects requiring clerical support or expertise in office management processes.
  • Coordinated training, evaluated employees' work and corrected problems with clerical team.
  • Enhanced team productivity by delegating tasks, setting priorities, and monitoring progress.
  • Increased department efficiency with the introduction of new software programs for data management and reporting.
  • Maintained strict confidentiality in handling sensitive information related to personnel records, financial data, and legal documents.
  • Boosted employee morale through regular performance evaluations and constructive feedback sessions.
  • Updated reports, managed accounts, and generated reports for company database.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Coordinated special projects and managed schedules.

Secretary to the Dean

Grace And Holy Trinity Cathedral
01.1999 - 07.2001
  • Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
  • Maintained office supplies inventory by checking stock and ordering new supplies.
  • Managed executive calendars, scheduling appointments and meetings to optimize time management.
  • Contributed to a positive work environment by providing support to colleagues when needed in various tasks or projects.
  • Promoted a positive image of the organization through clear communication both internally with colleagues and externally with clients.
  • Drafted agendas, recorded minutes and generated documents to facilitate meetings.
  • Assisted in event planning and execution for company functions such as conferences, workshops, or social gatherings.
  • Screened visitors and issued badges to maintain safety and security.
  • Collaborated with cross-functional teams on special projects to achieve successful outcomes within deadlines.
  • Managed filing system, entered data and completed other clerical tasks.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Opened and properly distributed incoming mail to promote quicker response to client inquiries.

Education

Bachelor of Science - Speech-Language Pathology

University of Kansas
Lawrence
05.1998

Skills

  • Problem-Solving
  • Customer Relations
  • Excellent time management skills
  • Team Building and Leadership
  • Effective workflow management
  • Relationship Building
  • Customer-focused
  • Continuous Improvement

Timeline

Customer Service Manager

UPAC
05.2004 - 12.2010

Clerical Supervisor

OneBeacon Ins. Co
08.2001 - 04.2004

Secretary to the Dean

Grace And Holy Trinity Cathedral
01.1999 - 07.2001

Bachelor of Science - Speech-Language Pathology

University of Kansas

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Dianna Hammond