Isabel Diaz
Houston
Summary
Experienced Customer Care brings 5+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
6
6
years of professional experience
Work History
Customer Care Advisor
GoodLeap
06.2022 - 08.2024
- Followed and met metrics consistently, contributing to the team''s overall success.
- Managed high outbound calling 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
02.2021 - 05.2022
- 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 Support
Texas Health Resources
04.2019 - 12.2020
- 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
07.2018
Skills
- De-Escalation Techniques
- Call center experience
- Salesforce
- Billing coordination
- Microsoft Excel
Timeline
Customer Care Advisor
GoodLeap
06.2022 - 08.2024
Chat Support Specialist
ADT Security
02.2021 - 05.2022
Billing Support
Texas Health Resources
04.2019 - 12.2020
Front Desk Agent
Baymont Inn & Suit Hotel
09.2018 - 01.2019
High School Diploma -
Northside High School
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