Diana Buadze

Plainsboro, NJ ***** 908-***-**** ad47up@r.postjobfree.com

PROFESSIONAL SUMMARY

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

SKILLS

Customer Service

Data Entry

Computer Skills

Office Administration

Microsoft Word

Microsoft Excel

Microsoft Outlook

Filing

Customer and client relations

Computer Proficiency

Clerical Support

Customer Relations

Documentation and Recordkeeping

WORK HISTORY

ADMINISTRATIVE ASSISTANT 01/2024 to 04/2024

Five Points Financial Hamilton, NJ

Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.

Enhanced tax filing accuracy by meticulously reviewing and verifying client information.

Liaised with accountants to confirm accuracy of client tax returns.

Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.

Created and maintained databases to track and record customer data.

Managed filing system, entered data and completed other clerical tasks.

Streamlined administrative processes for tax preparation, resulting in increased efficiency and reduced errors.

CUSTOMER SERVICE REPRESENTATIVE CALL CENTER (REMOTE) 01/2021 to 01/2023

Aetna better health

Maintained a high degree of professionalism and empathy during difficult calls, providing emotional support to distressed patients while addressing their concerns.

Maintained accurate patient records with diligent data entry and effective communication with healthcare professionals.

Enhanced call center performance by providing excellent customer service and consistently meeting performance metrics.

Educated patients on available resources, such as financial assistance programs or support groups relevant to their conditions.

Reduced wait times for callers by managing a high volume of calls effectively without compromising quality of service.

Demonstrated adaptability by quickly learning new software systems used for managing patient accounts and medical information.

Resolved complex issues through active listening, empathetic support, and clear communication with patients.

Cross-trained and backed up other customer service managers.

Met customer call guidelines for service levels, handle time and productivity.

Responded proactively and positively to rapid change.

Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Improved patient satisfaction by efficiently handling inbound calls and addressing their medical concerns.

CALL CENTER REPRESENTATIVE 01/2016 to 01/2021

Amazing Escape Room Corporate Office Freehold, NJ

Managed high call volumes while providing exceptional customer support and maintaining professional composure.

Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.

Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.

Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Responded to customer calls and emails to answer questions about services.

Placed outbound customer service or customer satisfaction calls to follow up on issues.

Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Processed debit and credit card and electronic check payments.

Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.

Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.

Followed up with customers about resolved issues to maintain high standards of customer service.

Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Promptly responded to inquiries and requests from prospective customers.

CUSTOMER SERVICE REP CALL CENTER (TEMP) 01/2015 to 01/2016

Endocott Kendall Park, NJ

Managed high call volumes while providing exceptional customer support and maintaining professional composure.

Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.

Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.

Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Responded to customer calls and emails to answer questions about products and services.

HEAD TEACHER 01/2007 to 01/2016

New Horizons in Autism Dayton, NJ

Managed challenging situations calmly and effectively, utilizing de-escalation techniques when needed to maintain a positive learning environment.

Improved patient outcomes by implementing individualized ABA therapy plans tailored to each client''s needs.

Utilized a variety of instructional methods including discrete trial training, natural environment teaching, and incidental learning to engage clients throughout therapy sessions effectively.

Monitored and documented client progress using data collection techniques.

Facilitated successful transitions for clients moving from one environment to another, such as school or daycare settings.

Assisted with the development of clients'' adaptive skills, promoting autonomy in various aspects of daily life.

Conducted thorough assessments to determine individualized goals, continually updating progress reports for optimum results.

Increased client independence by providing consistent support and guidance in social settings.

Reduced maladaptive behaviors by implementing tailored behavior modification techniques.

Encouraged the generalization of learned skills across multiple environments by collaborating with teachers and other professionals involved in the client''s care plan.

Promoted a safe and supportive learning environment by closely monitoring client interactions and intervening when necessary.

Enhanced clients'' daily living abilities through the development and execution of individualized treatment plans.

Collaborated with multidisciplinary teams to develop comprehensive care plans for optimal results.

Helped students build skills to navigate typical academic and social situations.

Improved behaviors through modeling, role-playing and other effective strategies.

EDUCATION

Diploma 06/2006

West windsor plainsboro high school north

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