Open to opportunities

Diana Dragomir

@dianadragomir

Message

Dynamic Customer Service Specialist with 5+ years of experience.

United Kingdom

Message

What I'm looking for

I am looking for a role that allows me to utilize my customer service skills in a supportive environment, where I can continue to grow and contribute to team success.

I am a dynamic and empathetic Customer Service Specialist with over five years of experience in the banking and financial services sector. My journey has been marked by a commitment to supporting diverse clients and resolving their issues efficiently. I take pride in my ability to promote digital solutions that enhance customer satisfaction, and I have consistently exceeded service targets throughout my career.

At NatWest, I resolved up to 50 customer issues daily while maintaining a remarkable 90%+ first-call resolution rate. My proactive approach led to a 25% reduction in repeat queries as I encouraged the use of digital banking tools. I have been recognized for my consistency and empathy towards customers, which I believe are essential qualities in delivering exceptional service. I am now eager to leverage my skills and experience in a front-facing or office-based support role.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

NatWest

Dec 2021 - Jun 2024 (2 years 6 months)

Resolved up to 50 customer issues daily via inbound calls, maintaining 90%+ first-call resolution. Promoted use of digital banking tools, leading to a 25% drop in repeat queries.

Customer Service Call Resolution Digital Banking CRM Systems Team Collaboration

Customer Service Representative

Barclays Bank

Feb 2021 - Jun 2021 (4 months)

Delivered high-volume support in a fast-paced branch and contact center setting. Processed complex transactions with 100% accuracy, ensuring full audit compliance.

Compliance Customer Engagement Queue Management

Customer Service Consultant

TSB Bank

Apr 2019 - Dec 2019 (8 months)

Acted as the first point of contact for customer inquiries, complaints, and account issues. Identified opportunities for cross-selling financial products, supporting revenue goals.

Complaint Handling Cross Selling CRM Financial Products

Education

Degrees, certifications, and relevant coursework

Arden University

BA (Hons) Business, Business

Studied business principles and practices at Arden University, focusing on key aspects of the field. Gained a comprehensive understanding of business operations and management.

Birmingham Metropolitan College

Level 2 & 3 Diploma in Travel and Tourism, Travel and Tourism

Completed a Level 2 & 3 Diploma in Travel and Tourism at Birmingham Metropolitan College. Developed skills and knowledge relevant to the travel and tourism industry.

St. Albans Academy

GCSEs, General Studies

Grade: Grades A-C

Achieved GCSEs in core subjects including Maths, English, and Science at St. Albans Academy. Developed foundational academic skills across these disciplines.