RACHEL A. DIEHL
Sandy,UT
Summary
Versatile professional with 15+ years of experience in customer advocacy, workforce management, and administrative support. Recognized for strong organizational skills, effective communication, and process improvement, contributing to operational efficiency and high-quality service delivery across diverse roles.
Overview
30
30
years of professional experience
Work History
Customer Advocate Specialist I-III
University Of Utah Health
South Jordan, UT
11.2020 - Current
- Promoted from CAS I to CAS III for adding additional service lines, including supervisor calls.
- Achieved highest quality rating for 71% of all calls taken in 2025.
- Provided friendly and efficient service while managing challenging situations, improving patient satisfaction.
- Facilitated messaging to providers, ensuring timely follow-up on patient inquiries and concerns.
- Guided patients to select providers that matched their healthcare requirements for optimal care.
- Registered, scheduled, rescheduled, and canceled patient appointments for consultations, evaluations, and treatment, enhancing patient access to care.
- Maintain and update patient medical records.
Workforce Management Specialist
JCPenney
Salt Lake City, UT
02.2019 - 04.2020
- Provide workload forecasting, staffing, and planning.
- Monitor real-time agent activity and call volume trends.
- Review and approve/deny schedule change and time-off requests.
- Coordinate resolution of daily scheduling issues, serving as primary contact for scheduling inquiries.
- Maintain Calabrio, SharePoint, and Excel spreadsheets with accurate agent data.
- Identify recurring IT issues and collaborate on ticket resolution.
- Establish and updated process documentation to ensure clarity and consistency in operational procedures.
Accounting Clerk II
JCPenney
Salt Lake City, UT
02.2016 - 02.2019
- Correct errors and re-enter missing transactions accurately.
- Analyze store cash flow data and identify discrepancies.
- Collaborated with store managers to resolve cash discrepancies and mitigate theft risks.
- Process store requests to correct transactional issues.
- Research and process refund requests for furniture orders.
- Identified opportunities for process improvements to enhance operational efficiency.
- Participated in project-based initiatives, contributing to goal achievement and documentation.
Contact Center Rep II
JCPenney
Salt Lake City, UT
01.2013 - 09.2016
- Analyzed and resolved store associate issues to enhance operational efficiency.
- Logged interactions with stores to track resolutions and improve communication.
- Assisted with daily cash room and sales audit functions to ensure accurate store operations.
Knowledgebase Administrator
Concentrix (formerly Convergys)
Murray, UT
01.2008 - 06.2013
- Author knowledgebase content ensuring completeness and accuracy.
- Maintained current intranet website and updated supplemental knowledge resources.
- Led meetings with Ann Taylor clients to communicate updates and gather feedback.
- Developed and presented new hire training to onboard employees effectively.
Team Leader / Floor Leader
Concentrix (formerly Convergys)
Murray, UT
06.2001 - 09.2008
- Supervised team of 20 contact center agents, fostering a collaborative work environment.
- Managed attendance and performance, implementing corrective actions to address issues effectively.
- Complete performance reviews and coaching.
- Assisted in interviewing and hiring, ensuring alignment with team needs and company culture.
- Resolved complex customer concerns by coordinating with support teams to ensure timely solutions.
- Monitor day-to-day center activity using Avaya and IEX.
- Communicate policy updates in team meetings.
Quality Development Coach / Quality Evaluator
Concentrix (formerly Convergys)
Murray, UT
05.1999 - 07.2001
- Monitored and scored agent phone and email communications to provide targeted coaching.
- Conducted weekly client monitoring sessions to assess service quality.
- Develop and maintain quality monitoring forms.
- Distributed comprehensive quality reports to inform stakeholders on performance trends.
- Developed incentive programs to encourage adherence to quality standards.
Lead Representative / Customer Service Representative
Concentrix (formerly Convergys)
Murray, UT
06.1996 - 05.1999
- Handled incoming calls, educating customers on product features and benefits.
- Resolved escalations related to potential legal contamination issues, ensuring customer safety and compliance.
- Provided replacement coupons to address customer concerns regarding quality issues, enhancing satisfaction.
- Provided customers with recipes and detailed product information to enhance their experience.
- Troubleshoot Sunbeam appliances and provide warranty replacements.
Education
Business Data Analytics Professional Program -
Utah Valley University
Orem, UT11-2020
Associate of Science - Sociology
Salt Lake Community College
Salt Lake City, UT06-2010
Skills
- Patient scheduling
- Provider communication
- Schedule management
- Customer service experience
- Conflict resolution
- Problem solving
- Process improvement
- Change management
- Team leadership
- Collaboration
- Teamwork
- Effective communication
- Active listening
- Adaptability
- Critical thinking
- Conflict resolution
Awards Recognition
- Quality Shooting Star of the Month – University of Utah Health
- Performance Contribution Award – JCPenney
- Team Leader Award – Concentrix
Timeline
Customer Advocate Specialist I-III
University Of Utah Health
11.2020 - Current
Workforce Management Specialist
JCPenney
02.2019 - 04.2020
Accounting Clerk II
JCPenney
02.2016 - 02.2019
Contact Center Rep II
JCPenney
01.2013 - 09.2016
Knowledgebase Administrator
Concentrix (formerly Convergys)
01.2008 - 06.2013
Team Leader / Floor Leader
Concentrix (formerly Convergys)
06.2001 - 09.2008
Quality Development Coach / Quality Evaluator
Concentrix (formerly Convergys)
05.1999 - 07.2001
Lead Representative / Customer Service Representative
Concentrix (formerly Convergys)
06.1996 - 05.1999
Business Data Analytics Professional Program -
Utah Valley University
Associate of Science - Sociology
Salt Lake Community College