Customer Service Care

DIANE R. PACE

*** **** ****** ***** *******, NC *7591 919-***-**** ***************@*****.***

ENTERPRISING, HARD-WORKING, ACCOMPLISHED CUSTOMER SERVICE PROFESSIONAL known for results, integrity, knowledge, and providing exceptional customer service to clients and vendors. Over 10 years of Customer Service experience focused directly on Technology, Human Resource and Accounting Industries. Proven ability to interface with Mid and High Level management to ensure product solutions meet customer requirements. I have exceptional communication skills with relationship building among high level executives, vendors, and peers.

QUALIFICATION HIGHLIGHTS

• Program Specialist

• Strategic Planning (Project Based)

• Code of Business Conduct Trained (04/13)

• Ability to Mentor aspiring agents

• Project Management • Relationship Building

• Value Added Solutions

• Team Building

• Follow up Skills

• Quota Attainment

PROFESSIONAL EXPERIENCE

WAKE COUNTY PUBLIC SCHOOLS

Bus Driver, 02/1996 to 10/2005 and 06/2018 to present

• Transport students to and from school safely and on schedule

• Communicate effectively and professionally with parents and other staff

CREATIVE LIFE VISIONS LLC (HOME BASED SERVICES)

Customer Service, 02/2015 to 12/2015

• Effectively build and maintain customer relationships by making personal connection on each call

• Assist each Customer according to their request

• Properly document each call when needed

• Provide the Customer with general information when needed

TOTAL OUTSOURCED SYSTEMS (OUTSOURCING FOR KROGER), 3645 Trust Dr., Raleigh, NC, 27616

Ambassador, 04/2014-02/2015

• Effectively build and maintain customer relationships through high-quality customer contact and resolution

• Resolve customer concerns

• Follow up with Customers with Escalations

• Effectively each Customer’s concerns

XEROX, INC (INFORMATION TECHNOLOGY OUTSOURCING), 2641 SUMNER BLVD, RALEIGH, NC

Customer Care Associate, 09/2012 - 04/2014

• Effectively Process and Execute Lenovo Post Sales returns and replacements.

• Resolved Customer escalated calls via root cause analysis via Email & Voice.

• Report and track database problems, updates and changes that affect Service Request/Service orders field efficiency and effectiveness.

• Follow up with Customers with Escalations.

• Review various operational processes for improvements in efficiency, communication and documentation.

• Team with other agents/Case Managers to quickly identify mechanized methods of report generation [Serge Minott/Marielys Lee].

Accomplishments:

• Successfully Completed Daily Spreadsheets for Lenovo ANZ.

• Successfully Completed Daily Assignments for Lenovo E Commerce US/Canada

Pace Bail Bonding, 11/2011 - Present

• Successfully bonded defendants out of jail.

• Guaranteed full payment of criminal defendants bond

• Successfully conducted background checks to verify criminal backgrounds of defendants.

• Responsible for completing all the necessary paperwork required for the bail bond.

• Responsible for actively locating fugitives that did not appear in court (Bounty Hunting).

EDUCATION

KELLER GRADUATE SCHOOL OF MANAGEMENT AT DEVRY UNIVERSITY

MASTER OF HUMAN RESOURCE MANAGEMENT

NORTH CAROLINA WESLEYAN COLLEGE

Bachelor of Arts – Justice Studies

AFFILIATIONS

Durham Sheriff’s Jail Academy

TECHNOLOGY SUMMARY

ECC/SAP Lotus Notes Avaya Telephony Oracle Microsoft Office 13 Windows 8 Trained CRM/SAP

919-***-**** (C) ***************@*****.***

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