Diamond Tucker

Served as the primary point of contact for internal teams and clients, resolving complex issues related to equipment leases and loans. Managed multimillion-dollar accounts, ensuring accurate and timely invoice delivery while adhering strictly to compliance processes.

Managed a team of 10+ virtual and in-office client services agents and supervisors, overseeing 1:1s, team meetings, and performance reviews. Audited 60-100 inbound/outbound calls, emails, and chats monthly for compliance accuracy and developed quality plans based on results.

Planned, created, and maintained training curriculum, including onboarding and refresher trainings on product and tool knowledge. Facilitated program needs, including schedule management, materials selection, and participant follow-ups, both virtually and in-person.

Addressed escalated customer issues and leveraged resources to implement actionable solutions. Negotiated contract terms and service agreements to meet sales quotas and adhere to client budget constraints.

Helped manage a team of 200+ customer service professionals, monitoring work quality and performance to meet strict targets. Audited and monitored call and chat interactions, implementing training and development solutions based on results.

Served as a sales representative capable of delivering in a high-pressure environment while servicing a large customer base. Drove direct sales with businesses across multiple categories, leveraging marketing tools and technical skills to identify solutions for businesses needing working capital quickly.

Obtained a Bachelor of Business Administration from The University of West Georgia. This program provided a strong foundation in business principles and practices.