Summary
Overview
Work History
Skills
Timeline
Generic

John Diala

Mesa

Summary

Dynamic professional with extensive experience in customer service and debt consultation, notably at Freedom Financial Network. Excelled in team management and coaching, significantly enhancing team morale and client retention with AmeriSave Mortgage. Proficient in Salesforce CRM, adept at complaint resolution, demonstrating empathy and efficiency. Achieved notable success in negotiating debt settlements, showcasing strong negotiation and interpersonal skills.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Arizona Tuition Connection
09.2024 - 02.2025
  • A non-profit organization which handles donations for family who sent their children to private school to assist in paying their tuition through tax credit donations.
  • Responded to customer requests for products, services, and company information.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.

Certified Debt Consultant

Freedom Financial Network
09.2021 - 08.2024
  • Mentored new hires in the intricacies of debt consultation, instilling confidence in their ability to deliver exceptional service to clients.
  • Reduced client debt by negotiating settlements and restructuring payment plans.
  • Increased client retention rates by conducting regular follow-ups, ensuring continued progress towards their financial goals after initial consultations concluded.
  • Evaluated credit reports to uncover problems and develop strategies for consolidating and reducing client debt.
  • Interviewed clients by telephone or in-person to gather financial information.
  • Produced budget tools, educational support and referrals for clients.

Customer Service Representative Team Lead

Amerisave Mortgage
06.2020 - 09.2021
  • Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
  • Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
  • Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
  • Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.

Customer Service Representative

TTEC
04.2018 - 06.2020
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Skills

  • Call center experience
  • Complaint handling
  • Team management
  • Team coaching
  • Inbound and outbound calls
  • Salesforce CRM experience
  • Zoho CRM experience

Timeline

Customer Service Representative

Arizona Tuition Connection
09.2024 - 02.2025

Certified Debt Consultant

Freedom Financial Network
09.2021 - 08.2024

Customer Service Representative Team Lead

Amerisave Mortgage
06.2020 - 09.2021

Customer Service Representative

TTEC
04.2018 - 06.2020

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John Diala