Diana R.
Mid-Level Customer Service Specialist
Open to offersNew to PlatformAbout
Diana R. is an experienced customer service professional with nearly four years in the retail and support services industry, primarily at Concentrix. Progressing from Agent to Subject Matter Expert, Assistant Coach, and Level 2 Support, she has demonstrated expertise in task prioritization, problem solving, and escalation handling. Diana has effectively supported customers via chat, email, and voice, managed complex complaints, and provided accurate product information. Her scope of responsibility includes training new hires, creating presentations for process updates, auditing team cases, and delivering personalized coaching to improve key performance indicators in a fast-paced environment. In Level 2 Support, she collaborated with higher management and elite teams, resolving the most complex cases to uphold account-wide service standards.
Experience
Level 2 Support
CONCENTRIX · 2025 — 2026Worked in conjunction with Level 3 Support, the Elite Team, and senior management to resolve complex cases, acting as the final point of contact for resolution. Addressed supervisor calls and urgent escalated cases, ensuring prompt and efficient resolution of issues. Oversaw escalations across the account, providing necessary approvals and delivering final resolutions to uphold service excellence and customer satisfaction.Assistant Coach
CONCENTRIX · 2024 — 2025Supported the designated team by providing full floor management, approving requests, and addressing escalated issues to guarantee prompt resolutions. Reviewed agent cases, offered constructive feedback, and suggested practical improvements for future performance. Facilitated one-on-one coaching and side-by-side training sessions designed to enhance key performance indicators (KPIs) such as Average Handling Time (AHT) and Customer Satisfaction (CSAT). Engaged with Team Leaders (TLs) and Quality Evaluators (QEs) during team huddles to synchronize on updated processes and ensure consistent execution.Customer Service Representative
CONCENTRIX · 2022 — 2024Provided exceptional customer support within a fast-paced retail setting, facilitating customer orders, processing returns, managing exchanges, and offering product recommendations through chat support. Transitioned to a role focused on delivering detailed product information. Addressed customer complaints and ensured swift resolutions in a Voice account, achieving high customer satisfaction. Maintained accurate records of customer interactions and account details.Subject Matter Expert
CONCENTRIX · 2024 — 2024Assisted and guided trainees to uphold compliance with company policies and standards. Developed PowerPoint presentations for training sessions and proposed workflow enhancements aimed at improving productivity and minimizing errors. Consistently ensured the accuracy and quality of customer information, meeting performance benchmarks.
Skills & Expertise
Education
- Bachelor of Science in Business Administration, Major in Marketing ManagementOur Lady of Fatima University · 2022 — 2025
- Senior High SchoolOur Lady of Fatima University · 2019 — 2021
- High SchoolGen Tiburcio Deleon National Highschool · 2015 — 2019
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