Irene Diaz
Binghamton,NY
Summary
Detail-oriented advocate with a strong background in customer engagement and staffing optimization. Known for emotional awareness and effective communication, contributing to enhanced team productivity and customer satisfaction.
Overview
9
9
years of professional experience
Work History
New York E-Z Pass Customer Service Advocate-Remote
TTEC Holdings
05.2025 - Current
- Managed customer interactions over phone and various chat channels, effectively resolving issues related to billing and toll charges while enhancing overall customer satisfaction.
- Utilized data-driven analytics to align staff capabilities with operational demand.
- Oversaw scheduling and staffing strategies to align workforce capabilities with operational demands. Managed employee allocation to optimize skill utilization and availability. Developed staffing plans to enhance team efficiency and productivity.
- Compiled and presented clear, data-driven reports on remote staff attendance and task performance for management review.
- Achieved enhanced employee productivity through effective scheduling management. Improved customer satisfaction by monitoring scheduling adherence. Reduced unnecessary costs by optimizing scheduling processes.
Volunteer Coordinator
Happy Heart - Non Profit Organization
01.2017 - 03.2020
- Coordinated volunteer schedules to maximize engagement and ensure coverage for events.
- Developed training materials to enhance volunteer onboarding and retention processes.
- Streamlined communication between volunteers and management to improve operational efficiency.
- Organized community outreach initiatives to raise awareness of organizational mission and services.
Education
Bachelor of Science -
Miami Southridge High School
Miami, FL05-1993
Skills
- Client support experience
- Proficient data entry
- Proficient in administrative assistance
- Flexible problem-solving
- Emotional awareness
- Workforce management software
- Workforce scheduling tools
- Performance reporting expertise
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
New York E-Z Pass Customer Service Advocate-Remote
TTEC Holdings
05.2025 - Current
Volunteer Coordinator
Happy Heart - Non Profit Organization
01.2017 - 03.2020
Bachelor of Science -
Miami Southridge High School