Jessica Piloto Diaz
Miami,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer 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.
Overview
8
8
years of professional experience
Work History
Ecommerce Customer Service
El Dorado Furniture Corp
10.2021 - Current
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Assisted customers in navigating the company website or mobile app for self-service options when applicable.
- Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
- Department trainer for all new hires.
- Assisting customers with merchandise services.
- Active communication with vendors in regards to merchandise and vendor claims.
- Processing all online orders.
- Verifying fraudulent orders.
- Assisting the department manager in all department needs.
- Certified in Mattress assistance and sales.
- Expert in part orders (PO's)
- In charge of online payments and manual orders.
- Expert in excell and word docs.
- Assisting customers via our online chat.
- Task scheduling for all employees in the department.
- In charge of up keeping all follow ups and department over dues.
- Can handle difficult situations under pressure.
- Can manage multiple tasks at a time.
- In charge of daily tasks and reports.
- Won awards for the top sales associate two years in a row.
Customer Service Representative
Results Companies
02.2020 - 09.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Job tasks involved taking high volume calls for USAA roadside assistance, Wellcare health insurance and Blue cross Blue shield.
- Working with providers, claims and CPT codes.
- Assisting customers with benefit questions and concerns.
- Providing information on prescription drug coverage and limits.
- Working with tow companies and dispatching assistance to customers in need.
- Assisting drivers with claims and billing.
- management floor assistant as needed.
District Manager
Metropcs Authorized Dealer
01.2016 - 01.2019
- Supervised 3 locations to enforce high-quality standards of operation.
- Modeled best practices for sales and customer service.
- Coordinated with other district managers to actualize performance improvement strategies.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Achieved consistent revenue growth by identifying new business opportunities and expanding existing client base within the district.
- Ensured compliance with company policies and procedures as well as federal/state regulations by conducting regular audits of operational practices at each location within the district.
- Boosted employee morale by creating a positive work environment that encouraged teamwork, collaboration, and professional growth opportunities.
- Oversaw successful store openings, coordinating logistics, staffing, training, and promotional efforts to ensure smooth transitions for new locations.
- Created weekly schedules
- Oversaw Weekly inventory for all 3 stores.
- Over seeing over 13 employees.
- Maintained a well organized and clean environment.
- Exceeded sales targets with well-developed sales strategy and empowering team coaching.
Education
High School Diploma -
Southeastern Christian Academy
Miami, FL03.2020
Skills
- Complaint Handling
- Empathy Display
- Patience Maintenance
- Call center experience
- Up-selling abilities
- Teamwork and Collaboration
- Computer Skills
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Problem Resolution
- Microsoft Office
- Work Prioritization
- Money handling abilities
- Issue and Complaint Resolution
- Store maintenance
- English and Spanish Fluency
Timeline
Ecommerce Customer Service
El Dorado Furniture Corp
10.2021 - Current
Customer Service Representative
Results Companies
02.2020 - 09.2021
District Manager
Metropcs Authorized Dealer
01.2016 - 01.2019
High School Diploma -
Southeastern Christian Academy