Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Genesis Diaz

Linden,NJ

Summary

Dedicated customer service professional with over ten years of experience providing exceptional service in high-paced environments. Seeking to transition into a remote role with American Express leveraging strong communication skills, attention to detail, and a passion for assisting travelers with their needs.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Receptionist

Gotu
Linden, NJ
10.2022 - Current
  • Greeted a diverse clientele, creating an inclusive, welcoming environment that encouraged comfort, trust, and open communication.
  • Scheduled appointments for new clients and reschedule existing appointments.
  • Performed data entry tasks into various computer systems accurately and promptly, while maintaining confidentiality.
  • Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
  • Processed customer payments using payment software and point-of-sale terminals, according to company policies and procedures.
  • Provided excellent and professional customer service at all times, while paying attention to details.
  • Transmitted information or documents to customers through email and mailings.

Customer Support Specialist

Turo
Newark, NJ
03.2022 - Current
  • Verified identification documents such as passports and driver's licenses.
  • Responded to customer emails and phone calls promptly, courteously, and professionally.
  • Utilized computer software programs for managing reservations.
  • Maintained up-to-date knowledge of company services, policies, and procedures.
  • Ensured customer satisfaction through effective communication skills and problem resolution techniques.
  • Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
  • Utilized conflict resolution strategies to address customer concerns effectively, turning negative experiences into positive outcomes.
  • Helped travelers find locations within the reservation radius.

Education

High School Diploma -

Linden High School
Linden, NJ
06-2011

Skills

  • Possess strong computer skills, including proficiency in Microsoft Office Suite, Google Workspace, CRM software, and various scheduling systems Comfortable with data entry, and learning new software quickly
  • Fluent in English and Spanish, with strong written and verbal communication skills using appropriate grammar, tone, and pronunciation
  • Effectively handle customer inquiries, resolving complaints, and delivering a positive travel experience
  • Skilled with managing high volume phone calls and responding to email inquiries
  • Comfortable with taking and processing payments through various systems, ensuring accuracy while maintaining confidentiality and compliance with company policies
  • Highly attentive to detail ensuring accuracy in bookings, payments, customer details, and changes
  • Quick decision making and responsibly handling multiple tasks in high-pressure environments
  • Knowledgeable in systems and safety procedures, ensuring compliance with security protocols and accurately verifying customer identification and documentation
  • Committed to maintaining high standards in customer service and safety requirements
  • Experienced in assisting international travelers, ensuring smooth communication and committed to providing respectful service that accommodates the needs of visitors from diverse backgrounds

Certification

  • Adult and Pediatric First Aid/CPR/AED – National CPR Foundation

Languages

Spanish
Native/ Bilingual

Timeline

Receptionist

Gotu
10.2022 - Current

Customer Support Specialist

Turo
03.2022 - Current

High School Diploma -

Linden High School

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Genesis Diaz