Operations & Customer Success Quality Specialist

DIANA LATRELL ECHOLS

Florence, SC 843-***-**** ******.*******@*****.***

OPERATIONS CUSTOMER SUCCESS QUALITY IMPROVEMENT SPECIALIST

Results-driven operations and customer experience professional with 10+ years of experience supporting healthcare, financial services, and technology organizations. Proven track record of coordinating complex workflows, improving customer satisfaction, maintaining compliance standards, analyzing performance trends, and supporting cross-functional teams in remote environments.

SKILLS

Operations Management • Customer Success • Quality Assurance • Process Improvement • Program Coordination • Healthcare Administration • Project Coordination • Client Support • Workflow Optimization • Performance Reporting • Compliance Monitoring • Data Analysis • Documentation Management • Customer Experience • Salesforce • Oracle Field Service • CRM Systems • Microsoft Office Suite • Google Workspace • Jira • Slack • Cross-Functional Collaboration • Remote Team Support

EXPERIENCE

CUSTOMER SUPPORT ADVISOR Rocket Money (Arrow Strategies) Dec 2025 – Apr 2026

• Supported customers through chat and email channels in a high-volume remote environment.

• Resolved complex account concerns while maintaining quality and compliance standards.

• Identified recurring customer issues and escalated trends for operational improvements.

• Maintained detailed customer documentation and consistently met performance metrics. PROGRAM COORDINATOR / PM SCHEDULER GE Healthcare (TTEC) 2023

– Jan 2025

• Coordinated preventative maintenance schedules for medical imaging equipment across multiple healthcare systems.

• Managed scheduling logistics, reporting, and workflow coordination.

• Collaborated with healthcare facilities, engineers, and leadership teams to ensure operational efficiency.

• Generated reports and tracked performance metrics to support business objectives. CLIENT SUPPORT ADVISOR Bank of America (TTEC)

• Assisted clients with account inquiries while adhering to regulatory requirements.

• Delivered exceptional customer experiences through effective problem resolution.

• Maintained accurate records and met performance standards. MATERNITY PATIENT CARE COORDINATOR Northwell Health / North Shore University Hospital

• Coordinated patient scheduling, documentation, and administrative processes.

• Maintained confidentiality and compliance while supporting patients and families.

• Collaborated with clinical and administrative teams to ensure positive patient experiences. EDUCATION

Associate of Arts (A.A.), Liberal Arts – Nassau Community College Medical Assistant Certification – Anthem Institute

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