Ereka Diaz
Summary
To obtain employment with a well-established company utilizing my skills with an opportunity for career growth.
Overview
20
20
years of professional experience
1
1
Certification
Work History
At Home Help Desk
American Red Cross
07.2021 - Current
- Assist agents with questions on their calls, providing the correct job aids to ensure the current process is being followed. Assist with retail service calls/casework and processing cancellation requests for store orders.
At Home CSR I/II
TTech
10.2011 - 07.2021
- Assist customers with Best Buy online orders, providing updates on existing orders and cancellations requests.
- Managed high call volumes, maintaining a professional demeanor during peak hours in a fast paced environment.
- Educated customers about billing, payment processing for their hotel reservation.
- Coach agents on sale opportunities to increase their sales metric. Listened to calls to ensure agents were following call process.
- Delivered exceptional customer service to every caller by leveraging extensive knowledge of course trainings, creating a welcoming, and positive experience while registering them for trainings or assisting with their cancellations/reschedules.
At home Tech Support Tier III
Convergys
01.2014 - 04.2014
- Assist AT&T customers with cell phone technical issues. Resolve data/Wi-Fi connection issues. Provide customers with account upgrade information and account balances and due dates.
Shift Leader
Checkers
01.2006 - 09.2009
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
Education
Diploma -
Miami Southridge Senior
01.1994
Skills
- Leader, Friendly, Positive attitude, Dependable, Fast learner, Complaint resolution, Payment Processing
Certification
Professional Trucking Dispatcher
Timeline
At Home Help Desk
American Red Cross
07.2021 - Current
At home Tech Support Tier III
Convergys
01.2014 - 04.2014
At Home CSR I/II
TTech
10.2011 - 07.2021
Shift Leader
Checkers
01.2006 - 09.2009
Diploma -
Miami Southridge Senior
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