Yashira Diaz

Performed routine tasks such as answering inquiries, resolving problems and providing a best-in-class customer service experience.

Supported customers by seeking ways to improve inquiries or issues with empathy.

Promptly resolved discrepancies, investigated problems, and addressed concern.

Utilized digital tools and guided customers in online banking.

Handled crises by managing customer expectations and providing timely updates.

Handled sensitive employee information in accordance with privacy

regulations.

Completed payroll for salaried, hourly and 1099 employees.

Researched and analyzed payroll information to support audit and

tax inquiries.

Managed multiple tasks simultaneously while meeting strict

deadlines.

Resolved payroll discrepancies in a timely manner with excellent

customer service skills.

Implemented effective strategies to streamline office operations.

Created and managed database systems to store and organize

information.

Participated in management meetings to discuss new directives and

offer insights and suggestions to improve procedures.

Identified potential risks to develop mitigation plans.

Monitored the performance of team members against established

goals.

Trained new employees on the use of different computer systems required

for carrying out daily duties efficiently.

Utilized advanced conflict resolution techniques to successfully resolve

challenging customer disputes involving language barriers.

Successfully handled escalated calls involving complex customer inquiries or complaints in an efficient manner.

Managed workflow processes, ensuring deadlines were met within

budget constraints.

Resolved problems and escalated high-level issues to the supervisor within established timeframes.

Collaborated with other departments to ensure successful

completion of projects.

Provided input for staff member's performance review.

Mentored and coached team members to ensure successful

performance.

Analyzed customer feedback surveys to detect potential trends or opportunities for improvement, evidencing keen insight into consumer behavior.