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DM@diannemartin
Experienced customer service professional with a passion for team development.
United StatesI am an initiative-taking and experienced customer service professional with a proven history of success in leading and developing teams. My commitment to improving overall customer satisfaction and employee retention has been evident throughout my career. I thrive in challenging environments and am highly effective in ensuring that KPIs are measured for optimal performance while meeting SLAs as per client expectations.
Currently, I work at Rise Broadband, where I handle frontline customer care calls, consistently ranking as a top performer in various metrics, including sales. Previously, as an Associate Team Lead at GE Appliances, I oversaw daily operations, conducted team huddles, and created reports to analyze performance. My experience as a Call Center Manager at Procom and Central Security Group allowed me to supervise large teams, implement operational changes, and achieve significant awards for employee satisfaction.
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Work history, roles, and key accomplishments
Rise Broadband
May 2024 - Present (1 year 6 months)
Handling frontline customer care calls for internet customers, focusing on billing, service calls, and upgrades. Recognized as a top performer in various metrics, including sales and customer satisfaction. Skilled in de-escalating customer issues to prevent supervisor involvement.
GE Appliances
Jan 2023 - Apr 2024 (1 year 3 months)
Oversaw daily operations for teams, monitored performance through customized stats, and conducted team meetings. Developed reports for root cause analysis and trained new team leads on operational processes.
Procom
Sep 2017 - Dec 2022 (5 years 3 months)
Supervised a team of 45, implemented operational changes for efficiency, and managed employee performance reviews. Developed onboarding processes and monitored email queues to meet service level agreements.
Central Security Group
Jun 2015 - Sep 2017 (2 years 3 months)
Key contributor to achieving a workplace award by improving employee retention and operational plans. Managed escalated complaints and revamped training and QA processes.
Hewlett-Packard
Feb 2004 - Jun 2015 (11 years 4 months)
Supervised over 60 employees across various client accounts, achieving top performance ratings. Managed escalations and trained new hires while analyzing performance metrics for improvement.
Degrees, certifications, and relevant coursework
Business Administration
Software and tools used professionally
United StatesYou can contact Dianne and 90k+ other talented remote workers on Himalayas.
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