Summary
Overview
Work History
Education
Skills
Timeline
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Isabel Diaz

Houston,TX

Summary

Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.

Overview

6
6
years of professional experience

Work History

Customer Care Advisor

GoodLeap
06.2023 - Current
  • Exceeded performance metrics consistently, contributing to the team''s overall success.
  • Managed high call volume while maintaining professional demeanor and excellent service quality.
  • Handled escalated calls effectively, deescalating situations and providing satisfactory resolutions for customers.
  • Navigated multiple software programs simultaneously to efficiently assist customers with their inquiries.

Chat Support Specialist

ADT Security
08.2021 - 06.2023
  • Managed high-volume chat inquiries, maintaining professionalism under pressure and prioritizing tasks effectively.
  • Trained new chat support specialists, fostering a supportive work environment that encouraged growth and development.
  • Assisted customers in navigating company website features, resulting in improved user experience and customer retention rates.
  • Resolved complex technical issues for customers, demonstrating patience, persistence, and expertise in troubleshooting techniques.

Billing Specialist

Texas Health Resources-arlington
01.2019 - 06.2021
  • Reduced errors in financial records by conducting regular audits of billed accounts.
  • Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.
  • Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.

Front Desk Agent

Baymont Inn & Suit Hotel
09.2018 - 01.2019
  • Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
  • Streamlined front desk operations for improved efficiency and faster service delivery.
  • Increased customer loyalty with exceptional communication skills and personalized service.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.

Education

High School Diploma -

Northside High School
Houston, TX
07.2018

Skills

  • De-Escalation Techniques
  • Call center experience
  • Salesforce
  • Billing coordination
  • Microsoft Excel

Timeline

Customer Care Advisor

GoodLeap
06.2023 - Current

Chat Support Specialist

ADT Security
08.2021 - 06.2023

Billing Specialist

Texas Health Resources-arlington
01.2019 - 06.2021

Front Desk Agent

Baymont Inn & Suit Hotel
09.2018 - 01.2019

High School Diploma -

Northside High School

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