Mindy Diehl

Oversaw high-risk inbound and outbound escalation cases involving colleagues, customers, third parties, and law enforcement. Delivered empathetic, policy-compliant resolutions to complex issues such as fraud, identity theft, and loan escalations. Leveraged multiple internal systems for effective authentication, research, follow-ups, and documentation. Facilitated cross-departmental communication and drove implementation improvements. Provided real-time support for website and app inquiries while managing multiple concurrent chat sessions. Developed job aids and conducted training sessions. Managed escalation cases across various social media platforms including Facebook, Twitter, LinkedIn, and Instagram.

Directed daily operations across multiple departments to uphold company standards. Collaborated with store leadership to identify and implement improvement initiatives. Developed and mentored employees in merchandising practices and compliance.