Jill Diegel
Forney,TX
Summary
Hardworking, enthusiastic and personable Senior Customer Service Representative with more than 32 years of experience eager to secure Customer Service position. Expertise in quality assurance and commitment to excellence have enhanced customer satisfaction, embodying a blend of strategic oversight and genuine care. Excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Ready to help team achieve company goals.
Overview
32
32
years of professional experience
Work History
Senior Customer Service Representative
New York Life Insurance Co
12.2007 - 11.2024
- Escalated issues to proper supervisors when standard processes were not effective.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Documented and detailed calls and complaints using call center's CRM database.
- Assisted customers every day with a positive attitude and focus on customer satisfaction.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Assisted internal partners with questions regarding application input of annuities via online application tool.
Promotions Team Member/Commissions Analyst
Coca Cola Enterprises
10.1992 - 10.2007
- Supported processes and met deadlines to drive timely and accurate payments.
- Calculated, validated accuracy of and submitted commission payments within specified deadlines.
- Created and maintained precise and accurate models, charts and reports.
- Assisted with implementation of 'Red Desk,' in which internal partners called and requested set-up of new accounts.
Education
Some College (No Degree) - Criminal Justice
Sam Houston State University
Huntsville, TXHigh School Diploma -
Eastfield College
Mesquite, TX05.1983
Skills
- Escalation management
- Representative training
- De-escalation techniques
- Conflict management
- Quality assurance
- Documentation review
- Warranty claims
- Call center experience
- Customer support
- Email management
- Call control
Timeline
Senior Customer Service Representative
New York Life Insurance Co
12.2007 - 11.2024
Promotions Team Member/Commissions Analyst
Coca Cola Enterprises
10.1992 - 10.2007
Some College (No Degree) - Criminal Justice
Sam Houston State University
High School Diploma -
Eastfield College