Samantha Diaz

Victorville,CA

Summary

Adaptable and results-oriented professional offering extensive expertise in customer service and a proven track record of effective team collaboration. Exceptionally organized, with advanced capabilities in creative writing, proofreading, and editing, as well as precise data entry. Recognized for dependability, versatility, and strong problem-solving skills, with demonstrated success in managing and supporting key projects through to completion.

Overview

years of professional experience

Work History

Escalation Case Manager

IncStores

07.2023 - 02.2026

Performed duties such as: daily support for escalated customer inquiries, gathering information and opening cases, initiate investigation process, 95-99% first call customer issue resolution, utilize conflict/escalation management approach, assess complex individual customer requirements

Community Assistant

City Property Management

08.2022 - 07.2023

Performed duties such as: assisting homeowners or clients with questions or concerns regarding their Homeowners Association, processing a high volume of calls and emails, providing administrative support to Community Managers, meeting critical deadlines, strong customer service abilities with homeowners and vendors, training new hires

Independent Contractor

Intently

10.2021 - 04.2022

Performed duties of an Executive Admin, Client Manager and Personal Assistant such as: maintaining calendar and inbox of CEO, 1:1 interaction with clients, scheduling appointments/reservations, facilitating Zoom sessions and assessments, onboarding of clients to program, handling and preparing of confidential contracts and documents

Administrative Marketing Assistant

NAI Capital

06.2019 - 10.2021

Performed skills such as: handling of confidential documents and information, preparing marketing materials, managing calendars & appointments, maintaining project folders up to date

Client Intake Assistant

Lexxiom Inc

01.2018 - 01.2019

Performed intake skills such as: managing multi line phone system, itemizing converted files, coordinating appointments, processing banking information

Education

BA - English

Arizona State University

Skills

Technical & Software Proficiency: Microsoft Office, Google Workspace, Windows & Mac OS, Adobe Creative Suite, Canva, NetSuite, QuickBooks, Slack, Zendesk
Social Media & Digital Platforms: Experienced across Facebook, TikTok, Instagram, LinkedIn, and YouTube
Organization and multitasking
Email and telephone etiquette
Problem-solving
Case management

Time management
Case documentation
Data entry and analysis
Customer service
Office administration

Timeline