Desiree M. Diaz

*** ****** **. ******, ** ***** C :407-***-**** ad1vhg@r.postjobfree.com

Highly motivated and results-driven Customer Success/Training and Sales Specialist who strives to exceed expectations by delivering exceptional customer service and maintaining strong client relationships. With a proven track record of succeeding in high-stress scenarios, I am confident in my ability to handle any challenge with professionalism and composure. Highlights

-Advanced mathematical aptitude -Effective team leader

- Adaptable to change - Superior communications skills

-Staff training/mentor and development - Resolution-focused

- MS Office/Salesforce -proficient

Accomplishments

Premier sales agent year after year, making top revenue

Global Lead of ERGs, which created and led multiple events to generate engagement within the company, as well as talent acquisition.

Head of Priority order project, in charge of addressing thousands of order errors significantly reducing customer complaints.

Awarded customer excellence award upon completion of a project that created opportunities for more business

Experience

10/2015- 11/2023- Customer Success Advocate II

Consults with small Enterprise Business owners to ensure all telecommunication needs are met, while also providing solutions to grow business

Acts as team lead/mentor and provides support to all new members, as well as current team members

Compiled Statistical Charts with Team results to increase productivity

Maintains business relationships with Account Managers providing support in Processes, as well as Customer Support

Handled SLED (State, Local and Education) accounts specifically to prepare for technical transitions, as well as internal transitions within each company supported 04/2011-08/2015- Customer Service Consultant - Frontier Communications- Deland, FL

Collected customer feedback and made process changes to exceed customer satisfaction goals

Maintained above a 91% in post call survey results

Trained team members on how to improve customer interaction

Took part in focus groups to better the customer experience

Responded to customer inquiries and concerns via phone, email and chat services Education

Daytona State College, Valencia State College – FL Extensive Coursework in Science and Math Fields