Summary
Overview
Work History
Education
Skills
Timeline
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Ben Diaz

Denver,CO

Summary

Content management producer.


Promoting sports gambling entertainment service for increased customer satisfaction and business retention.


Service-oriented Customer Support Representative with 7+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns.


Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.

Overview

14
14
years of professional experience

Work History

Customer Support Representative

Delta
09.2022 - Current
  • Connected with customers to address questions and resolve issues through phone and email.
  • Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
  • Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.

Content Manager

MILE HIGH SPORTS
01.2021 - Current
  • Primary point of contact for all customer inquiries via e-mail/ phone/ live chat
  • Coordinated with other teams, local and remote, to achieve assigned objectives
  • Managed content distribution to online channels and social media platforms.
  • Proactively analyze various situations and recommend pre-emptive solution
  • Achieve agreed-upon levels of service/ quality standard

Content Specialist

011 SPORTS ENT.
07.2021 - 02.2023
  • Online gambling / sports industry: real-money betting, sports, casino and poker, internet applications, payment processing, basic tech support
  • Desktop and mobile applications customer support
  • Online gaming applications, CRM and call center support for fellow co worker
  • Developed original content using social listening and independent sources.

Guest Service Team Lead

Marriott
01.2016 - 01.2021
  • Maintained consistent positive customer feedback.
  • Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
  • Upheld hotel policies and procedures by providing high level of customer service.

Law Enforcement Officer

United States Coast Gaurd
01.2010 - 01.2014
  • Search and rescue
  • Maritime law enforcement
  • Trained other officers in firearms and self-defense tactics.

Education

Bachelor of Science - Business Administration

NAU
Flagstaff, AZ
01.2019

Skills

  • Workforce Planning
  • Customer Service Excellence
  • Service Promotions
  • Loyalty Programs
  • Friendly and Patient

Timeline

Customer Support Representative

Delta
09.2022 - Current

Content Specialist

011 SPORTS ENT.
07.2021 - 02.2023

Content Manager

MILE HIGH SPORTS
01.2021 - Current

Guest Service Team Lead

Marriott
01.2016 - 01.2021

Law Enforcement Officer

United States Coast Gaurd
01.2010 - 01.2014

Bachelor of Science - Business Administration

NAU

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Ben Diaz