Dianna Mendoza
Pasadena,Texas
Summary
Motivated Customer Service Manager focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee and company objectives.
Overview
17
17
years of professional experience
Work History
Customer Service Manager
Office Depot Inc
Pasadena, TX
01.2023 - Current
- Provided exceptional customer service to ensure customer satisfaction.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Monitored staff performance to ensure adherence to customer service standards.
- Evaluated employee job performance and motivated staff to improve productivity.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
Dispatcher
Self Employed Services
Pasadena, TX
12.2020 - 12.2022
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Assigned drivers to appropriate routes based on customer needs.
- Resolved customer complaints related to service issues or delays.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
- Scheduled loads according to priority and available equipment.
- Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Worked closely with transportation supervisor to dispatch and assign loads.
- Coordinated with other dispatchers to ensure efficient delivery schedules were met.
- Supervised driver dispatching, route planning and vehicle tracking for over 7 drivers.
- Provided timely updates to customers regarding their orders or requests.
- Maintained logs of all incoming calls and assigned tasks.
- Identified locations and needs of callers to accurately send assistance.
Copy and Print Supervisor
Office Depot Inc
Pasadena, TX
07.2019 - 12.2020
- Coordinated with vendors regarding supply orders for printing materials.
- Identified areas of improvement within the department's operations to increase efficiency.
- Created daily production reports to track progress on copy jobs.
- Assisted with setting up large-scale projects requiring multiple copies or prints.
- Resolved customer complaints regarding copying and printing services in a timely manner.
- Provided training for new employees in the use of copy machines, printers, and other office equipment.
- Handled customer inquiries about service options and pricing rates.
- Ensured accuracy of all customer orders and print jobs.
- Developed and implemented new procedures to improve workflow efficiencies.
- Monitored employee performance and provided feedback to ensure productivity goals were met.
Clinic Receptionist
AFB Pediatrics
Pasadena, TX
08.2018 - 07.2019
- Provided administrative support to the clinic staff, such as photocopying, filing, faxing and emailing documents.
- Answered incoming calls promptly and politely, providing information or transferring calls to relevant personnel.
- Organized reception desk, placing files, folders and other office supplies in designated spaces to facilitate productive work flow.
- Entered data into computer systems to update patient accounts.
- Checked patients in and out of the clinic, verifying insurance coverage and collecting copays.
- Greeted patients and visitors in a professional manner.
- Performed basic administrative duties such as sorting mail and maintaining filing systems.
- Assisted with scheduling follow-up appointments for discharged patients.
- Processed payments received from patients and insurance companies accurately and promptly.
- Coordinated patient appointments, marking new appointments on calendar, canceling or rescheduling ay patient request and calling to confirm appointment times.
Shipping Clerk
DHL
01.2017 - 07.2017
- Processed all orders thru THEOS WorkStation 2000
- Overlooked busiest warehouse in the Baytown facility
- Processed BOLs for all the orders in our building
- Met cut off deadlines for multiple customers with multiple orders per day
- Responsible for maintaining communication with management regarding the orders and any issues that may arise
- Maintained daily spreadsheets with detailed information regarding orders processed daily
- Maintained constant communication with multiple CSRs regarding order progress and loading times
- Maintained immaculate records of containers being loaded and processed at all times
- Created daily reports regarding daily and weekly deadlines
- Helped inventory crew locate missing product.
- Generated and maintained records of shipments, such as bills of lading, invoices, orders, and other required documentation.
Administrative Assistant
EnviroWaste Services Group
01.2014 - 11.2015
- Performed administrative and secretarial support functions for the CEO
- Coordinated and managed multiple projects up to 2 million dollars in a single branch
- Managed staff recruitment, hiring, training, and scheduling for upwards of 16 people.
Customer Service Specialist
Office Depot
03.2007 - 05.2013
- Provided employees with tools to maintain and increase service levels
- Work closely with other departments to promote sales contests, clarify information, and distribute reports
- Gather analyze and report daily/weekly/monthly sales and service statistics
- Received outstanding positive comments from customers, team members on employee reviews as well as exceptional feedback from senior management
- Provided support to the sales team, ensuring all sales and service objectives were met
- Worked with new customers in the development of new accounts and the implementations of new systems
- Assisted in the training of new customer service representatives and associates
- Generated repeat business through successful client follow-up
- Deal with a diverse customer population.
Call Center Representative
E-Tech Call Center (Pasadena)
09.2010 - 04.2011
- Determined requirements by working with customers
- Sold additional services by recognizing opportunities to up-sell accounts; explaining new features
- Maintained call center database by entering information.
Education
ALTA Academy
Skills
- Extremely productive in a high volume, high stress environment
- Fluent in English/Spanish- Reading, Writing, Speaking
- Eight years of experience in customer service
- Excellent written and verbal communication skills, with an eye for detail
- Self-starter with a can do attitude
- Account Management
- Handling Escalations
- Workflow Management
- Team Building and Leadership
- Administrative Support
- Relationship Building
- Customer Retention
- Skilled Multi-Tasker
- Work Prioritization
- Customer Service
- Cash Handling
- Problem-Solving
- Continuous Improvement
- Client Relations and Retention
- Meticulous Attention to Detail
Qualifications Summary
Top-notch assistant with experience managing business relations and special projects at the senior management level. Serve as primary point of contact for and liaison between management, sales, teams, personnel, clients, and vendors. Maintain excellent written and oral communication skills, problem resolution abilities, and a high level of confidentiality.
Languages
Spanish
Native/ Bilingual
Timeline
Customer Service Manager
Office Depot Inc
01.2023 - Current
Dispatcher
Self Employed Services
12.2020 - 12.2022
Copy and Print Supervisor
Office Depot Inc
07.2019 - 12.2020
Clinic Receptionist
AFB Pediatrics
08.2018 - 07.2019
Shipping Clerk
DHL
01.2017 - 07.2017
Administrative Assistant
EnviroWaste Services Group
01.2014 - 11.2015
Call Center Representative
E-Tech Call Center (Pasadena)
09.2010 - 04.2011
Customer Service Specialist
Office Depot
03.2007 - 05.2013
ALTA Academy