Summary
Work History
Education
Skills
Languages
Timeline
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JESSE DIAZ

Garland,TX

Summary

Knowledgeable and dedicated customer service professional with extensive experience in call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Work History

Customer Service Representative

Molina Healthcare
Irving, TX
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to external customers.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Operations Manager

Aegis Communications Group
Irving, Texas
  • Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants.
  • Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
  • Monitored over 300 employees' day-to-day activities and coached them to become more caring agents on the customer service floor.
  • Trained new employees on proper protocols and customer service standards.
  • Promoted positive customer experience through day-to-day supervision and management.

Dock Supervisor

Central Transport
Fort Worth, TX
  • Performed pre-shift and post-shift inspections of dock equipment.
  • Reported and established key performance metrics to monitor and meet company goals.
  • Followed verbal and written instructions to properly move and ship products.
  • Used hand-held scanners and physical logs to accurately track item movements.
  • Prevented load shifting or damage by using bracing and strapping techniques.
  • Recorded number of units moved or handled, using work tickets and daily production sheets.
  • supervised over 30 employees.

Education

GED -

James Pace High
Brownsville, TX
07.2001

Skills

  • De-escalation Techniques
  • Building Customer Trust and Loyalty
  • Customer Account Management
  • Issue and Complaint Resolution
  • Calm and Professional Under Pressure
  • Call Volume and Quality Metrics
  • Strong Analytical and Problem Solving Skills
  • Inbound and Outbound Calling
  • Patient and Empathetic
  • Computer Proficiency
  • Verbal and Written Communication
  • Understanding Customer Needs

Languages

Spanish
Native or Bilingual

Timeline

Customer Service Representative

Molina Healthcare

Operations Manager

Aegis Communications Group

Dock Supervisor

Central Transport

GED -

James Pace High

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JESSE DIAZ