Summary
Overview
Work History
Education
Skills
Timeline
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Jessica Diaz

Hereford,AZ

Summary

To bring excellent Customer Service and organization skills that I have acquired with 15 years of experience in related fields. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

28
28
years of professional experience

Work History

Rural Mail Carrier Associate

USPS
06.2024 - Current
  • Contributed to team success by assisting fellow carriers in completing their assigned routes when needed.
  • Expedited package delivery during peak seasons, adapting to increased workload without sacrificing quality or speed of service.
  • Maintained detailed records of all delivered items, ensuring accurate reporting and tracking capabilities for the post office.
  • Elevated operational efficiency through regular maintenance checks of postal vehicles, ensuring consistently smooth operations.

Customer Service Rep/Operator/Supervisor/Operations Manager

ACT Advance Call Center Technologies
05.2009 - Current
  • Assist customers with billing/ Sales/ Payment Processing/ Data Entry/Telecommunication specialist Payroll/prepare reports for management/data entry/compile numerical or statistical data/password resets/ID creation File or retrieve paper documents and related materials/answer customer or public inquiries Manager Academy coaching tactics Oversee daily operations of 200+ CSR's and 12 Supervisors Hiring qualified candidates to fill CSR position/Supervisor position

Supervisor

Cenlar
01.2022 - 06.2024
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Promoted a positive work environment by fostering open communication channels among employees at all levels of the organization.
  • Exceeded performance metrics consistently by monitoring team progress, identifying areas for improvement, and providing targeted coaching as needed.
  • Implemented quality control measures to minimize errors in loan documentation, ensuring accurate record-keeping throughout the process.
  • Enhanced mortgage processing efficiency by streamlining workflows and implementing new technologies.
  • Received and submitted customer payments to further reduce open account balances.
  • Answered over 4-6 customer communications per day via telephone, email and web chat.
  • Assisted senior management in decision-making processes affecting departmental performance through detailed reporting and analysis.

Unit Clerk/ Clinical Manager

Chiricahua Community Health Centers/Arizona Family Care
04.1999 - 04.2009
  • Unit clerk- medication renewals, medical supplies and medication sample ordering, insurance prior authorizations, referrals, bookkeeping, receptionist, have excellent EMR/EMP /NEXTGEN skills

Assistant Manger/ Clerk

Newberry's
01.1998 - 06.1999
  • Provide superior customer service, manage 4 employees, employee schedules,inventory,bookkeeping

Activity Director

Copper Queen Community Hospital
01.1997 - 12.1998
  • Responsible for coordinating daily, weekly, monthly and special events for the elderly
  • Help provide and serve meals, hygiene and comfort care.

Education

General Education Development/G.E.D - Phlebotomy

CCHCI
Bisbee, AZ
01.2009

Skills

  • Safe Driving
  • Package handling
  • Heavy Lifting
  • Defensive Driving
  • Route Planning
  • Postal regulations knowledge
  • Vehicle Inspection
  • Community Engagement
  • Mail distribution
  • Load Management
  • Dependability
  • Observation
  • Postal regulations
  • Reliability
  • Organizational Skills
  • Route deliveries
  • Data Entry
  • Customer Relations
  • Problem Resolution
  • Call center experience
  • Computer Proficiency
  • Complaint Handling
  • Complaint resolution
  • Payment Processing
  • Client Relations
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Call Center Operations
  • Microsoft Outlook
  • Follow-up skills
  • Call Management
  • Order Processing
  • Team Development
  • De-Escalation Techniques
  • Building rapport
  • Quality Control
  • Customer Education
  • Order Fulfillment
  • Account Management
  • Research
  • Spreadsheets
  • Service Upselling
  • Staff education and training
  • Medical terminology knowledge
  • CRM Software

Timeline

Rural Mail Carrier Associate

USPS
06.2024 - Current

Supervisor

Cenlar
01.2022 - 06.2024

Customer Service Rep/Operator/Supervisor/Operations Manager

ACT Advance Call Center Technologies
05.2009 - Current

Unit Clerk/ Clinical Manager

Chiricahua Community Health Centers/Arizona Family Care
04.1999 - 04.2009

Assistant Manger/ Clerk

Newberry's
01.1998 - 06.1999

Activity Director

Copper Queen Community Hospital
01.1997 - 12.1998

General Education Development/G.E.D - Phlebotomy

CCHCI

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