Dianne Coleman
Manteca,CA
Summary
Dynamic Customer Service Representative with proven expertise at Spectrum, recognized for enhancing customer loyalty through empathetic conflict resolution and active listening. Skilled in data entry and critical thinking, consistently exceeding performance metrics while fostering a positive service culture that led to significant improvements in customer satisfaction.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Spectrum
Cincinnati, OH
03.2021 - 04.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
Macys Credit And Customer Service
Mason, OH
06.2012 - 04.2017
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Customer Service Representative
ECE
Henderson, NV
04.2017 - 03.2021
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Customer Service Representative
Universal Recovery
Sacramento, CA
08.2009 - 06.2012
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
Education
General Education -
Inderkum High School
Sacramento, CABachelor - Practical Nursing
American River College
Sacramento, CASkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Microsoft outlook
- Product knowledge
- Team development
- Microsoft Office Suite
- Quality control
- Technical support
- Live chat support
Timeline
Customer Service Representative
Spectrum
03.2021 - 04.2025
Customer Service Representative
ECE
04.2017 - 03.2021
Customer Service Representative
Macys Credit And Customer Service
06.2012 - 04.2017
Customer Service Representative
Universal Recovery
08.2009 - 06.2012
General Education -
Inderkum High School
Bachelor - Practical Nursing
American River College