Diasheka Peters
Summary
Customer-savvy customer advocate that's accustomed to demanding work with little downtime. Dedicated team player with demonstrated training and problem-solving abilities. Excellent interpersonal and time management skills.
Overview
17
17
years of professional experience
Work History
HOST Coordinator
Spruce Power
05.2024 - Current
- Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Uphold security standards while documenting customer interactions within the company''s CRM system, ensuring accuracy and confidentiality.
Customer Support Specialist
PTS Diagnostics
05.2022 - 01.2023
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
Technical Support Representative
Asurion
05.2019 - 07.2021
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Customer Support Team Lead
Houston Chronicle
08.2018 - 03.2019
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Consistently exceeded established KPIs related to speed of resolution, customer satisfaction, and team performance.
Application Systems Analyst
Securus Technologies
07.2016 - 10.2017
- Implemented data migration strategies, ensuring seamless integration between legacy systems and new applications.
- Conducted thorough risk assessments on potential software updates, mitigating potential negative impacts on business operations.
Tier 2 Technical Support Specialist
Verizon Wireless
07.2007 - 07.2016
- Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
Education
High School Diploma -
W.T Hall High School
Houston, TX06.1997
Skills
- Customer Service
- Team Collaboration
- Multitasking proficiency
- Effective Time Management
- Team player mentality
- Adaptable to change
Timeline
HOST Coordinator
Spruce Power
05.2024 - Current
Customer Support Specialist
PTS Diagnostics
05.2022 - 01.2023
Technical Support Representative
Asurion
05.2019 - 07.2021
Customer Support Team Lead
Houston Chronicle
08.2018 - 03.2019
Application Systems Analyst
Securus Technologies
07.2016 - 10.2017
Tier 2 Technical Support Specialist
Verizon Wireless
07.2007 - 07.2016
High School Diploma -
W.T Hall High School
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