Diana Cerda
Kansas City,KS
Summary
Accomplished professional with a proven track record at AT&T, adept in customer service and problem-solving, showcasing fluency in Spanish. Excelled in de-escalating complex customer issues and driving resolutions, evidenced by enhanced customer satisfaction and revenue growth. Skilled in critical thinking, multitasking, and effectively led teams towards achieving operational excellence.
Overview
28
28
years of professional experience
Work History
National Business Escalations Team/Office of the President
AT&T
05.2017 - 06.2024
- Effectively multitask across multiple operational systems and coordinate with other departments as needed.
- Effectively addressed irate customers using conflict resolution skills.
- Skills in working complex accounts as well as non-complex.
- Effectively work with customer to OOP complaints in a timely manner.
- Work with senior executives to resolve escalations.
- Work with high-end business customers to resolve their issues in a timely manner.
- Balance caseloads and commitments daily.
Customer Service Representative Team Lead
AT&T
06.1998 - 05.2017
- Customer sales and service account specialist with increased attention to the operation of customer service billing.
- Answer phone calls with assurance and quickly address the needs of business customers.
- Provide business solutions to help generate company revenue.
- Meticulously record, manage and update client data and account summaries.
- Coach and trained peers to aid in increase sales revenue to obtain sales goals.
- Effectively multitask across multiple operational systems and coordinate with other departments as needed.
- Effectively addressed irate customers using conflict resolution skills.
- Worked simultaneously with management team to motivate and uplift my peers.
Residential Customer Service Representative
Southwestern Bell
07.1996 - 08.1997
- Customer sales and service account specialist with increases attention to the operation of customer billing and satisfaction.
- Successfully generate revenue for the company while maintaining customer satisfaction.
- Record, manage, and update company records with changes made to customer accounts.
- Effectively multitask across multiple operational systems and coordinate with other departments as needed.
Education
High School Diploma -
Bishop Ward
Kansas City, KS05.1992
Skills
- Customer Service
- Problem-solving abilities
- Fluent Bilingualism/ Spanish
- Critical Thinking
Languages
Spanish
Native or Bilingual
Timeline
National Business Escalations Team/Office of the President
AT&T
05.2017 - 06.2024
Customer Service Representative Team Lead
AT&T
06.1998 - 05.2017
Residential Customer Service Representative
Southwestern Bell
07.1996 - 08.1997
High School Diploma -
Bishop Ward