Kelly Diaz
Rifle,CO
Summary
Experienced customer service professional with a strong background in active listening, problem resolution, and accurate documentation. Skilled in scheduling, billing support, and building positive customer relationships.
Customer-focused professional with experience supporting patients, vendors, and internal teams across high-volume service environments. Skilled in communication, appointment scheduling, and maintaining complete records. Known for handling complex inquiries with accuracy, professionalism, and a calm approach.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
AdaptHealth
02.2019 - Current
- Coordinated inbound patient call handling to resolve equipment billing and delivery questions accurately and professionally.
- Provided detailed insurance requirements and financial information per guidelines during scheduling Medical equipment set up appointments across 145+ locations.
- Documented patient interactions in customer systems, maintaining complete and compliant account records.
- Coordinated order status updates with internal teams to support efficient home medical equipment delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
Temp Worker- City of Rifle Planning Department
Rifle Works
01.2019 - 02.2019
- Supported planning department with clerical tasks, including filing, paperwork, permits, planning and zoning meetings, etc.
Owner
Rifle Creek Gifts
01.2017 - 01.2019
- Directed daily retail operations, ensuring consistent customer service and store readiness.
- Managed inventory tracking, replenishment, and product organization to support sales flow.
- Curated seasonal gift displays to enhance merchandising and highlight featured products.
- Coordinated vendor orders and maintained product assortment aligned with customer demand.
- Managed budgeting, pricing, and expense control to support profitable business performance.
- Developed customer relationships, resolving concerns and maintaining repeat business.
- Oversaw vendor coordination, negotiating terms and monitoring supply availability.
- Implemented operational procedures that improved efficiency and reduced errors.
- Analyzed sales trends and business performance to guide strategic decisions.
- Maintained compliance with business regulations, records, and administrative requirements.
- Managed daily operations for a successful small business, ensuring efficient processes and quality services.
Office Coordinator/Accounts Payable Clerk
Climate Control Company
02.2018 - 12.2018
- Managed daily office operations to sustain efficient workflow across scheduling records and communication channels.
- Handled incoming calls, emails, and visitor inquiries, ensuring accurate professional customer support.
- Organized service documentation, purchase records, and filing systems to support compliance and retrieval.
- Tracked office supply inventory and reordered materials to prevent workflow interruptions.
- Supported leadership with calendar management, document preparation, and routine operational follow-up.
- Provided administrative support to staff members, assisting with daily tasks as needed to promote productivity across the organization.
- Maintained strict confidentiality of sensitive information, upholding the highest level of professionalism at all times.
- Reconciled account files and produced monthly reports.
- Efficiently supervised filing, sorting and handling incoming and outgoing mail.
- Provided backup to front desk to step in to assist with various tasks whenever an employee was absent or at lunch.
- Maintained AP records, filing systems, and documentation for audit readiness.
- Maintained a high level of data integrity by consistently updating vendor information in the system accurately.
Office Manager
Microplastics Inc.
05.2014 - 05.2015
- Managed daily office operations, coordinating schedules, correspondence, and administrative priorities.
- Supervised purchasing, vendor communication, and inventory tracking for office supplies and equipment.
- Streamlined filing, data entry, and recordkeeping to maintain accurate administrative documentation.
- Trained administrative staff on procedures, systems, and workflow expectations.
- Supported payroll, invoicing, and accounts payable tasks with careful attention to detail.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
Education
Associate of Science - Accounting
Colorado Mountain College
Glenwood Springs, COPhlebotomy - Phlebotomy
Colorado Mountain College
Glenwood Springs, COParalegal Studies - Paralegal Specialty in Real Estate Law
Professional Career Development Institute
OnlineSkills
- Customer service
- Call handling
- Customer relations
- Data management
- Appointment scheduling
- Data entry
- Microsoft Office Suite
- Billing support
- Microsoft Outlook
- Active listening
- Relationship building
- Critical thinking
- Office software usage
Timeline
Customer Service Representative
AdaptHealth
02.2019 - Current
Temp Worker- City of Rifle Planning Department
Rifle Works
01.2019 - 02.2019
Office Coordinator/Accounts Payable Clerk
Climate Control Company
02.2018 - 12.2018
Owner
Rifle Creek Gifts
01.2017 - 01.2019
Office Manager
Microplastics Inc.
05.2014 - 05.2015
Associate of Science - Accounting
Colorado Mountain College
Phlebotomy - Phlebotomy
Colorado Mountain College
Paralegal Studies - Paralegal Specialty in Real Estate Law
Professional Career Development Institute