Irene A. Diaz
Customer Support Specialist
Binghamton,NY
Summary
Versatile Customer Support Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Overview
15
15
years of professional experience
Work History
Customer Service Specialist Manager
Apple
Binghamton, NY
08.2022 - 01.2025
- Supervised opening and closing activities for a $125B annual revenue operation while maintaining compliance with organizational protocols.
- Led multiple teams in Apple iOS tech customer support.
- Documented all inbound and outbound calls, monitoring KPI metrics and analysis.
- Directed recruitment, training, and staff development initiatives to maximize revenue.
- Identified areas of opportunity through the implementation of personal development plans.
- Collaborated daily, weekly, and monthly coaching sessions designed to improve customer relations and retention.
- Honored with the prestigious 2022 quarterly KAPLA Leadership Award.
Customer Service Specialist Team Lead
Apple
Binghamton, NY
03.2016 - 09.2022
- Demonstrated exceptional leadership by advancing from Tier 1 advisor to Team Leader.
- Coordinated tasks and delegated responsibilities to Tier 1 advisors, ensuring maximum productivity.
- Streamlined team growth through effective training, coaching, and mentoring.
- Improved behaviors through coaching and feedback sessions in a daily and weekly rotation.
Healthcare Strategy and Marketing Team Lead
Total E. Medical
Pompano Beach, Florida
03.2010 - 01.2016
- Coordinated meetings among healthcare providers and families for patient data integration.
- Coordinated lead generation processes for both inbound/outbound call campaigns targeting Medicare and Medicaid recipients.
- Connected patients with referred doctors to provide specialized high-quality care.
- Executed evaluations of diagnostic instruments for durable medical equipment using electronic health records.
Education
Master of Arts - Education/Marketing
Florida International University
Miami, FLSkills
- Project Management
- Strong verbal communication
- Bilingual (English and Spanish)
- Training Program Management
- Customer Service Enhancement
- Performance Evaluation
- Advanced Microsoft Proficiency
- Excellent verbal and written communication
- Salesforce, Zendesk, Intercom, Fintech, SaaS, TFS and CRM Proficiency
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English and Spanish
Native language
Timeline
Customer Service Specialist Manager
Apple
08.2022 - 01.2025
Customer Service Specialist Team Lead
Apple
03.2016 - 09.2022
Healthcare Strategy and Marketing Team Lead
Total E. Medical
03.2010 - 01.2016
Master of Arts - Education/Marketing
Florida International University
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