PERRY DIAMBOIS
Lutz,FL
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Manager
GoodRx/VitaCare
07.2021 - Current
- Took ownership of customer issues and followed problems through to resolution.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Followed through with client requests to resolve problems.
- Kept accurate records to document customer service actions and discussions.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
Team Lead
VitaCare
07.2020 - 07.2021
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
Recertification Advocate Supervisor
Benelynk
08.2019 - 06.2020
- Setting goals for performance and deadlines in ways that comply with the company’s plan and vision
- Organizing workflow and ensuring that employees understand their duties or delegated tasks
- Monitoring employee productivity and providing constructive feedback and coaching
- Receive complaints and resolve problems
- Maintain timekeeping and personal records
- Hire and train new employees
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Planned and implemented process improvements and reporting systems to streamline operations.
- Kept team compliant with security protocols and appearance standards.
- Worked in fast-paced and high-risk environments while maintaining exceptional standards of excellence for security programs, strategies, and plans.
Sprint Account
Teleperformance
03.2018 - 09.2019
- Ensuring strategic alignment of the training department with business goals
- Evaluating individual and organizational performance to ensure training is meeting business needs and improving performance
- Identifying training needs by consulting with clients and using needs assessments
- Developing and delivering training solutions that meet business needs
- Optimizing training processes for efficiency
- Selecting and managing resources, including working with both internal employees and training vendors to develop and deliver training
- Managing the technologies and technical personnel required to develop, manage and deliver training
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
WellCare Account
Teleperformance
09.2014 - 03.2018
- Maintained Service Level Agreements and Key Performance Metrics
- Weekly 10-20-minute meeting with each team member
- Weekly Quality Assurance monitoring and coaching
- Weekly Metric Reporting for teams
- Working with Training and other management staff to improve Quality Assurance process
- Handle inbound escalations
- Understand, organize, and train new information to internal representatives for educational and informative purposes
- Assisted in identifying trends in call handling and customer related issues
- Partnered with recruiting in selection process for new hires
- Contributed to team objectives in fast-paced environment.
Supervisor/Assistant Call Center Manager
Teleperformance
04.2010 - 09.2014
- Assisted the contact center manager and leadership with day-to-day contact center operations, business planning which will ensure the staff’s operational efficiency and delivering a superior client experience
- Led daily team meetings to review performance, set targets and motivate staff.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Assumed accountability for the delivery of value-adding operations management services in support of a minimum of 500 call center advisors, technology professionals and the contact center manager
- Assisted with the development and implementation of various operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale
- Assisted the contact center manager with the compliance and reporting for all call center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc
- Assisted the contact center manager with the compliance and reporting for all call center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc
- Assisted with driving positive client metrics which directly influence budgets for the specific call center operation
Technical Support Representative
Teleperformance
11.2009 - 04.2010
- Consult with customers by telephone to provide information about products or services, take orders, cancel orders, or obtain details of complaints
- Provide technical support when customers experience issues with a purchased device
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems and Completed call logs and reports.
Class/ Petty Officer 3rd Class
United States Navy, Hospital Corpsman
07.2006 - 03.2010
- Served as an operating room technician for general and specialized surgery
- Worked in the field with Navy personnel
- Helped administer a wide range of preventive care
- Delivered emergency medical treatment to Sailors and Marines in the field
- Maintained patient treatment records
- Administered medications, including injections
- Performed clinical tests
- Ordered, unloaded, sorted and tracked supplies and equipment needed for unit activities.
- Handled administrative requirements, maintained records and submitted operational reports.
Education
Associate - Science
Broward College
Davie, FLAssociate of Science - Nursing
Keiser University
Fort Lauderdale, FLSkills
- Issue Resolution
- Employee Performance Reviews
- Managing Operations and Efficiency
- Customer Experience Management
- Verbal and Written Communication
- Administrative Support
- Product Knowledge
- Staff Training
- Plan Projects
- Time Management
- Process Improvement
- Employee Scheduling
- Contact Management Systems
- Call Center Strategy
- QA
- Administration and Reporting
- Customer Relations
- Microsoft Excel
- Coaching and Training
- MS Office Expertise
- Leadership
- Leading Team Meetings
- Customer Service
- Creative Solutions
- New Hire Training
- Policy Enforcement
- Staff Management
Certification
- CPhT - Certified Pharmacy Technician
Timeline
Customer Service Manager
GoodRx/VitaCare
07.2021 - Current
Team Lead
VitaCare
07.2020 - 07.2021
Recertification Advocate Supervisor
Benelynk
08.2019 - 06.2020
Sprint Account
Teleperformance
03.2018 - 09.2019
WellCare Account
Teleperformance
09.2014 - 03.2018
Supervisor/Assistant Call Center Manager
Teleperformance
04.2010 - 09.2014
Technical Support Representative
Teleperformance
11.2009 - 04.2010
Class/ Petty Officer 3rd Class
United States Navy, Hospital Corpsman
07.2006 - 03.2010
Associate - Science
Broward College
Associate of Science - Nursing
Keiser University
- CPhT - Certified Pharmacy Technician
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