Dianne Wright
Miami Gardens,Florida
Summary
Energetic Customer Care Representative known for high productivity and efficient task completion. Possess specialized skills in customer relationship management, conflict resolution, and effective communication. Excel in active listening, empathy, and patience, ensuring positive outcomes in customer interactions.
Overview
24
24
years of professional experience
Work History
Customer Care Representative
FirstService Residential
Hollywood, FL
10.2015 - 01.2022
- Handle high volume of inbound calls originating from all markets within the U.S. and Canada
from residents, owners, third parties and property management team members for a variety of
situations. - Trained and certified in the following functions:
* Human Resource, Assisted with the hiring process, scheduling, and training
* Back Office Fulfillment
* Trained and Certified on Connect (All Markets in the U.S. and Canada)
* Billing / Accounting inquiries
* Violation Status, Review and Updates
* Elevator Bookings
* Work Order Submissions, Reviews, Status and Updates
* Emergency Calls (including After Hours support)
Unarmed Security Guard
Contemporary Services Corporation.
Miami, FL
02.2015 - 07.2016
- Investigated disturbances, theft, vandalism, accidents, medical emergencies, fires. on site as needed.
- Communicated effectively with customers in order to provide excellent customer service experience.
- Inspected buildings prior to opening hours in order to identify risks or potential hazards.
- Monitored CCTV cameras, reported incidents, and responded to alarms or emergency situations.
- Observed all entrances for any signs of criminal activities or trespassers.
- Responded promptly to inquiries from staff members regarding security issues or concerns.
- Verified identification documents presented by individuals entering the facility as part of routine security procedures.
Customer Care Representative
West At Home
Miami, FL
03.2014 - 02.2015
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Resolved customer complaints promptly and professionally.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Identified opportunities to upsell additional services when appropriate.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Answered customer inquiries over the phone and via email.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
Customer Care Representative
PRC (Alorica)
Sunrise, FL
07.1998 - 12.2012
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Maintained up-to-date knowledge of company products, services, and promotions.
- Resolved customer complaints promptly and professionally.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Identified opportunities to upsell additional services when appropriate.
- Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Answered customer inquiries over the phone and via email.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
- Processed orders accurately and efficiently according to established procedures.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Built sustainable relationships of trust through open communication with customers.
- Provided accurate, valid, and complete information to customers.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Education
High School Diploma -
North Miami Beach High School
North Miami Beach, FL08-1974
Skills
- Payment Processing
- Data Entry
- Email correspondence
- Customer Service
- Appointment Scheduling
- Documentation And Reporting
- Product Education
- Problem Resolution
- Inbound Customer Service
- Customer Relations
- Contract negotiation expertise
- Order Processing
- De-Escalation Techniques
- Call Documentation
- Sales closing
- Calm Under Pressure
- Policies and Procedures Adherence
- Analytical Thinking
- Calm and Professional Under Pressure
- Computer Skills
Timeline
Customer Care Representative
FirstService Residential
10.2015 - 01.2022
Unarmed Security Guard
Contemporary Services Corporation.
02.2015 - 07.2016
Customer Care Representative
West At Home
03.2014 - 02.2015
Customer Care Representative
PRC (Alorica)
07.1998 - 12.2012
High School Diploma -
North Miami Beach High School