Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Jesus Diaz

Eden Prairie,MN

Summary

Experienced with managing customer interactions and resolving issues efficiently. Utilizes strong communication and problem-solving skills to enhance customer satisfaction. Track record of building positive relationships and ensuring customer loyalty.

Overview

11
11
years of professional experience

Work History

Customer Experience Specialist

CST Transportation
09.2019 - Current


  • well-versed and knowledgeable of CST processes.
    ○ Respond timely to emails, phone calls, and Slack messages during duty hours.
    ○ Alert Leads if backlog of emails or Slack messages becomes prevalent.
    ○ Effectively manage and communicate emergency situations as they arise.
    ○ Communicate important or unusual information to Leads and Managers.
    ○ Build and maintain strong working relationships with district staff, service partners,
    charter school staff, etc.
    ● School and Service Partner Relations
    ○ Provide exceptional telephone, email, and instant message correspondence to students,
    parents, teachers, administrators, out-of-district contacts, and the public.
    ○ Monitor and respond to emails in the transportation shared inbox.
    ○ Complete tasks assigned in a timely manner.
    ○ Communicate necessary information promptly and effectively with students, parents,
    programs, schools, assistants, student services, and other district personnel.
    ○ Escalate serious issues to Leads and Directors to address any service issues before
    they damage relationships.
    ○ Collaborate with the team to address any service issues.
    ● Operational Support:
    ○ Ensure the transportation inbox is at zero by the end of each day.
    ○ Monitor and either complete or delegate transportation inbox emails and tasks.
    ○ Execute radio checks and report 3-day no-shows.
    ○ Monitor and process late route notifications.
    ○ Monitor route clearing report for late clearing routes and address with respective service
    partners
    ○ Manage and move new requests, changes, and cancellations to the correct routing
    board.
  • ○ Process service partner accident reports following the CST and district specific
    procedures. Request support from leads and directors when needed.
    ○ Perform additional related duties as may be required or assigned

Team Lead Phone Customer Service Rep

Shutterfly Inc.
02.2016 - 04.2019
  • Assist customers with product-related issues
  • Handle each clients with a friendly and courteous service
  • Boost sales by offering current costumers new promotions and services
  • Working with colleagues in figuring out ways to better serve our clients and meet our goals

Sales Representative

Wells Fargo
08.2014 - 02.2016
  • Handle each customer with a friendly and courteous service
  • Follow strict procedures for handling various types of inquires
  • Upsell products to achieve aggressive sales goals
  • Ensuring achievement of our goals by meeting the account-opening quota
  • Discussing interest rates and mortgages with prospective clients
  • Handle each customer with a friendly and courteous service

Education

Hennepin Technical College-Brooklyn Park
Brooklyn Park, MN
01.2015

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01.2017

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Maple Grove High School
01.2010

Skills

  • Strong organizational skills, including efficiently prioritizing and managing multiple tasks
  • Reliable Customer Service Representative that strives for customer success:
  • Proficient in Google Workspace, with working knowledge of cloud-based communication and
    collaboration platforms (eg Slack, Genesys)
  • Excellent sales and problem solving skills when dealing with customers
  • Ability to speak Spanish fluently
  • Always having a positive attitude in the work place
  • Ability to work independently, remotely, and as part of a team
  • History of time management and team work
  • Establishes trust with clients and customers
  • Exceeds in Customer Service environments
  • Positive attitude and voice in the work place

Languages

Bilingual in English and Spanish

Timeline

Customer Experience Specialist

CST Transportation
09.2019 - Current

Team Lead Phone Customer Service Rep

Shutterfly Inc.
02.2016 - 04.2019

Sales Representative

Wells Fargo
08.2014 - 02.2016

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Maple Grove High School

Hennepin Technical College-Brooklyn Park

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Jesus Diaz