Diondrea Buster
Colorado Springs,CO
Summary
Adept at navigating complex customer needs, I enhanced first call resolution rates significantly at USAA through expert problem-solving and exceptional customer service skills. My ability to manage high call volumes and proficiency in CRM software drove productivity, showcasing my dedication to both efficiency and empathy in customer interactions.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Bank Sales /Service Contact Center Representative
USAA
09.2023 - Current
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
- Enhanced team productivity through effective collaboration and communication with colleagues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Master of Arts - Human Resources Management
American Military University
Charles Town, WV08-2025
Skills
- Complaint resolution
- Workload Management
- CRM Software
- Call handling
- Problem-solving skills
- Customer Service
- Building rapport
- Gathering information
- Account updating
- Account Management
Accomplishments
- Documented and resolved missing processes in Knowledge Center (KC) which led to updates and changes that ensured clarification on directions for completing account maintenance tasks.
Certification
- Completion of Deposit Servicing and Acquisitions Onboarding, USAA, November 17th, 2023
Timeline
Bank Sales /Service Contact Center Representative
USAA
09.2023 - Current
Master of Arts - Human Resources Management
American Military University
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