Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Lydia Diaz

Phoenix,AZ

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Devoted to acquire a position in customer service that will allow me to leverage my skills as a dedicated professional in encouraging a team of employees, organizing and accounting information, and effectively communicating with others

Overview

3
3
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Quality Home Maintenance
10.2022 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Created and maintained detailed database to develop promotional sales.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.

Call Center Agent

LET'S TAKE SURVEYS
08.2022 - 10.2022
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
  • Maintained and managed customer files and databases.
  • Automated processes to manage remote network.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Event Planner

Arizona Department of Corrections
10.2020 - 07.2021
  • Met event stakeholders to gain an understanding of the event's purpose and goals, worked with vendors to get bids and determined the best fits for the budget
  • Outlined the scope of the event for over 600 attendees, including time, date, location, and budget; scouted and inspected event venues
  • Managed the budget and ensured the event stayed within guidelines; ensured vendors were paid and managed vendor contracts, building rapport with vendors
  • Coordinated event logistics and services, including technology and equipment needed to run the event, food, drinks, transportation, lodging, and more
  • Hosted entertainment events on a weekly basis; reconciled funds and quantity of products for bookkeeping

Legal Aid Clerk

Arizona Department of Corrections
05.2020 - 09.2020
  • Advised and motivated incarcerated individuals to apply for Restoration of Civil Rights and Motion to Set Aside a Conviction after release from incarceration and completion of terms of probation, parole, and community supervision
  • Researched Arizona Revised Statutes and Criminal Code in Arizona to review specific cases and customize the goals pertaining to certain charges of individuals
  • Organized court paperwork and applications for over 100 released inmates, while supplying information on how to properly submit applications to Superior Court of Arizona, depending on where charges were filed
  • Used effective communication skills to properly explain Arizona law while dedicating time to meeting with applicants to determine needs and values, while providing empathy and emotional intelligence to build rapport

Education

High School Equivalency Diploma -

Televerde Career PATHS
Goodyear, Arizona

Business Fundamentals Certificate -

Arizona State University

Business Communications Certificate -

Arizona State University

SALES TRAINING AND INSIDE SALES

FACTOR 8
05.2022

Skills

  • SKILLS & CERTIFICATIONS
  • Technical Skills:
  • MS Office Suite, Data Entry, Salesforce
  • Personal Strengths: Project Management, Customer Service, Leadership, Effective Communication, Detail Oriented, Emotional Intelligence, Time Management, Clerical Work, Problem Solving, Strategic Thinking
  • Account Updating
  • Upselling and Cross-Selling
  • Complaint Resolution
  • Appointment Scheduling
  • Call Management
  • Conflict Mediation
  • Strategic Sales Knowledge
  • Product Education
  • Brand Representation
  • SUCCESSWARE CRM System Proficiency
  • Key Stakeholder Relationship Building
  • Critical Thinking
  • CRM Software
  • Microsoft Excel
  • Customer Service
  • Product and Service Solutions
  • Microsoft Outlook
  • Customer Relations

Accomplishments

  • Certifications: LinkedIn Advanced Customer Service, Factor8 Level III BDR

Certification

  • Sales Essentials Certificate

Timeline

Customer Service Representative

Quality Home Maintenance
10.2022 - Current

Call Center Agent

LET'S TAKE SURVEYS
08.2022 - 10.2022

Event Planner

Arizona Department of Corrections
10.2020 - 07.2021

Legal Aid Clerk

Arizona Department of Corrections
05.2020 - 09.2020

High School Equivalency Diploma -

Televerde Career PATHS

Business Fundamentals Certificate -

Arizona State University

Business Communications Certificate -

Arizona State University

SALES TRAINING AND INSIDE SALES

FACTOR 8

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