Olga Diaz
Decatur,AL
Summary
Results-driven professional with demonstrated expertise in relationship management and data quality assurance. Combines strong analytical capabilities with exceptional communication skills to drive stakeholder engagement and process optimization. Known for implementing effective problem-solving strategies in fast-paced environments, with particular strength in panel relations and participant satisfaction. Brings a detail-oriented approach to project management, consistently delivering results while maintaining high quality standards. Seeking to leverage transferable skills in relationship building, data analysis, and process improvement to contribute to a dynamic organization.
Overview
14
14
years of professional experience
Work History
Panel Relations Specialist
Nielsen TV Ratings
07.2023 - Current
- Collaborated with cross-functional teams to develop innovative solutions for addressing panelist concerns and challenges.
- Assisted in the design of survey instruments to collect accurate and relevant data from panelists on various topics.
- Regularly reviewed panelist feedback to identify areas for improvement in overall panel management practices, implementing changes as needed to enhance participant satisfaction and engagement.
- Safeguarded sensitive personal information by adhering strictly to privacy regulations when handling participant data.
- Monitored panelist performance metrics to identify potential issues and implement corrective actions as needed.
- Maintained comprehensive records on each panelist''s contact information, preferences, participation history, and other relevant details in the database system.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
Online Sales Representative
BJ's Wholesale
12.2019 - 05.2023
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries and concerns.
- Boosted online sales by developing and implementing effective digital marketing strategies.
- Trained new hires on company policies along with selling techniques specific to our products, ensuring consistent sales team performance.
- Increased repeat customers through personalized follow-up communications and targeted promotions.
- Generated detailed sales reports to track performance metrics over time, informing future strategy adjustments as necessary.
- Responded to customer issues and resolved complaints by leveraging expert knowledge.
- Attended industry events regularly to stay current on market developments, making it easier to connect with potential clients.
- Regularly updated product inventory, ensuring availability of best-selling items for prompt customer delivery.
Youth Care Worker
CHS
02.2018 - 11.2018
- Provided a safe and nurturing environment for at-risk youth through consistent supervision and positive reinforcement.
- Conducted regular safety checks and maintained facility cleanliness, ensuring a secure and hygienic environment for all program participants.
- Improved communication skills among youths by encouraging group discussions and collaborative projects.
- Enhanced youth development by implementing structured activities and educational support.
- Attended Handle With Care trainings to enhance staff and youth safety during physical intervention.
- Led emergency response efforts during crises, ensuring safety and well-being of all youth in facility.
- Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
- Documented data and completed accurate updates to case records.
Customer Service Representative
BJ's Wholesale
10.2010 - 03.2018
- Provided exceptional customer service during all stages of the sales process – from initial inquiry through post-sale follow-up – resulting in high levels of member satisfaction and loyalty.
- Successfully transitioned existing customers onto more suitable memberships plans when necessary.
- Managed client database efficiently, ensuring accurate tracking of contact information, preferences, interactions, and memberships sold.
- Enhanced customer satisfaction with personalized service, understanding individual needs, and offering appropriate membership plans.
- Collaborated with team members to achieve monthly sales targets and consistently exceeded expectations.
- Addressed and resolved member complaints with empathy and professionalism, restoring confidence in service.
- Prepared and demonstrated [Product or Service] features and benefits to address specific customer wants and needs.
- Demonstrated products and specific features at customer locations and special events.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- 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.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
Education
High School Diploma -
South Dade Senior High School
Homestead08-2010
Skills
- Panel recruitment
- Goal-oriented mindset
- Youth supervision
- Critical thinking
- Complaint handling
- Customer service
- Problem-solving
- Client relations
- Problem-solving skills
- Time management
- Scheduling
- Problem-solving abilities
Accomplishments
- During my first two months at the company, I documented and resolved a two-year-old issue that others had missed, which led to the proper collection of data.
- Supervised team of up to 12 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Interests
- DIY and Home Improvement
- Offering time and support to shelters for the homeless, women, and animals
- I like working with my hands and fixing things
- Cooking
- Enjoying the art of baking and pastry-making, experimenting with recipes
- Passionate about balancing physical health with mental and emotional wellness
- Bread Making
- Swimming
- Reading
- Creative Writing
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeWork Location
RemoteImportant To Me
Flexible work hoursWork from home optionHealthcare benefitsPaid sick leavePaid time offWork-life balanceQuote
When we can begin to take our failures nonseriously, it means we are ceasing to be afraid of them. It is of immense importance to learn to laugh at ourselves.
Katherine Mansfield
Timeline
Panel Relations Specialist
Nielsen TV Ratings
07.2023 - Current
Online Sales Representative
BJ's Wholesale
12.2019 - 05.2023
Youth Care Worker
CHS
02.2018 - 11.2018
Customer Service Representative
BJ's Wholesale
10.2010 - 03.2018
High School Diploma -
South Dade Senior High School
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