Senior Customer Service Leader with 18+ Years Experience
Resume:
COLUMBIA, US, ***** • **************@*****.*** •
CHRISTY DIAMOND
Customer Service Associate
PROFESSIONAL SUMMARY
Customer Service Associate with over 18 years of experience, excelling in leadership and cross-functional collaboration to enhance client satisfaction and retention. Demonstrates a visionary approach in implementing innovative solutions and streamlining processes, supported by a strong foundation in interpersonal communications and relationship building. Committed to leveraging extensive expertise to drive positive outcomes and contribute to organizational success. EMPLOYMENT HISTORY
SUPPORT COORDINATOR 2008 - 2020
Verizon Wireless Columbia, SC
CUSTOMER SERVICE REPRESENTATIVE 2006 - 2008
Verizon Wireless Columbia, SC
• Ensured a flawless customer experience from start to finish by building strong client relationships and meeting all needs/requests efficiently and accurately.
• Performed an in-depth analysis on each customer’s needs and provided personalized product solutions.
• Engaged and influenced clients to upgrade on new products and services.
• Maintained current product and industry knowledge to drive superior business and sales results.
• Collaborated with other teams to ensure all customers’ needs were met. CLIENT SERVICES ASSOCIATE Dec 2022 - Present
Regions Bank Birmingham, Alabama
Analyzed and managed daily team metrics reports, enhancing operational effectiveness. Consistently surpassed performance metrics, earning recognition in the top 1% of customer care employees through the prestigious Legends Program.
Utilized analytical skills to manage daily team metric reports, driving data-informed decisions and operational improvements. Mentored and coached team members, providing constructive feedback to boost productivity and ensure operational success. Partnered with leadership to refine operations and implement best practices, enhancing overall efficiency and productivity. Orchestrated team meetings and resolved complex customer issues, driving high satisfaction rates and retention for Verizon Wireless as Support.
Support complex treasury products via phone/email, ensuring swift issue resolution. Document client interactions in call tracking system while managing call flow. Resolve intricate banking issues by collaborating with various bank departments. Conduct remote troubleshooting and advise on file mapping adjustments. Receive guidance from senior associates to enhance service delivery. Streamline client onboarding processes, reducing turnaround time and enhancing customer satisfaction. Implement data- driven strategies for account management.
Foster strong relationships with cross-functional teams to resolve complex client issues. Contribute to developing best practices for client retention.
Propose and implement new digital tools for efficient client communication. Continuously improve service delivery methods to meet evolving client needs.
Ensure meticulous accuracy in client account management and financial transactions. Conduct thorough risk assessments to safeguard client interests.
Provide exceptional support to high-value clients, addressing inquiries and concerns promptly. Mentor junior team members in client service excellence.
EDUCATION
BUSINESS ADMINISTRATION Jan 2014 - Jun 2015
Strayer University-Global Region Columbia, SC
Studied Business Administration
SKILLS
Customer Service (Expert), Quality Assurance (Experienced), Team Training (Experienced), Mentoring (Experienced), Relationship Building (Experienced), Interpersonal Communications (Experienced), Productivity (Experienced), Performance (Expert), Attention to Detail (Experienced), Cross-Functional Collaboration (Experienced), Team Management (Experienced), Leadership (Experienced), Development (Experienced), Microchanneling, Oncology body treatments, Chemical peels, Waxing, Lash tinting, Eyebrow tinting, Lash extensions, Makeup artistry, Spray tanning, Mind and Body software, Conflict Resolution, Client Engagement, Customer Retention. ADDITIONAL INFORMATION
PROFESSIONAL EXPERIENCE
Verizon Wireless, Columbia, SC
Support Coordinator (2008 - 2020)
• Promoted to lead team meetings, complete quality assurance measures, and expertly handle escalated customer situations with a creative approach, quickly resolving all issues and ensuring high levels of customer satisfaction, loyalty and retention.
• Consistently exceed performance metrics; selected and honored with a company trip as a prestigious Legends Program recipient, which required being in the top 1% of all customer care employees.
• Leverage analytical skills to accurately run and manage daily reports regarding team metrics.
• Mentor, develop, and coach team to ensure high productivity and operational success.
• Monitor the work of customer service representatives and provide constructive, actionable feedback.
• Review/approve escalated client requests regarding promotional plans, equipment offers, and client credit.
• Collaborate with leadership team on operations and best practices to increase efficiency and productivity. Customer Service Representative (2006 – 2008)
• Ensured a flawless customer experience from start to finish by building strong client relationships and meeting all needs/requests efficiently and accurately.
• Performed an in-depth analysis on each customer's needs and provided personalized product solutions.
• Engaged and influenced clients to upgrade on new products and services.
• Maintained current product and industry knowledge to drive superior business and sales results.
• Collaborated with other teams to ensure all customers' needs were met. HOBBIES
Making new Friends
Singing
Creating business plans
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