Open to opportunities

Diana U

@dianau

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Dedicated customer support specialist with 13 years of experience.

El Salvador

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What I'm looking for

I am looking for a role that values collaboration and offers opportunities for professional growth while allowing me to leverage my customer support expertise.

I am a dependable and determined customer support specialist with over 13 years of experience across various industries. My bilingual skills in English and Spanish allow me to effectively communicate with diverse customer bases, ensuring their needs are met with empathy and understanding. I have a proven track record of creating training materials that significantly reduce customer inquiries and improve service quality.

Throughout my career, I have excelled in roles such as Offboarding Specialist at Oyster HR and Claims Specialist at State Farm, where I resolved customer tickets efficiently and collaborated with cross-functional teams. My analytical skills and adaptability have enabled me to streamline processes and enhance customer satisfaction, achieving notable improvements in operational efficiency.

Experience

Work history, roles, and key accomplishments

Offboarding Specialist

Oyster HR/Serviap

Jan 2024 - Dec 2024 (11 months)

Resolved customer tickets through Zendesk related to terminations and resignations, collaborating with HRBP and legal teams to maintain compliance. Successfully handled bulk offboardings and achieved a resolution rate of over 50% within 30 days.

Zendesk Compliance Customer Support Collaboration Problem Solving Ticket Resolution HR Processes Communication

Claims Specialist

State Farm

Jan 2022 - Jan 2024 (2 years)

Managed customer claims through various communication channels, analyzing data to settle cases effectively. Provided support to clients and attorneys while collaborating with cross-functional teams to resolve complex issues.

Claims Management Customer Support Salesforce Communication Data Analysis Conflict Resolution Google Suite Asana Team Collaboration

Customer Service Representative

Social Security Administration

Jan 2016 - Jan 2022 (6 years)

Served as the primary Spanish-speaking representative, handling customer queries and complaints. Developed training materials that significantly reduced call traffic and improved office efficiency.

Customer Service Zendesk Training Development Data Analysis Communication Problem Solving Auditing Process Improvement

Emergency Dept Registrar

HCA/Parallon

Mar 2014 - Apr 2019 (5 years 1 month)

Enhanced registration processes in the emergency department, leading to a significant increase in registrations and revenue. Improved communication with medical staff to reduce registration errors.

Communication Process Improvement Revenue Relationship Management Training Team Collaboration