Diane K.
Mid-Level B2B Sales and Customer Support Specialist
Open to offersNew to PlatformAbout
Diane A. is an experienced professional with over a decade of hands-on expertise in customer service, technical support, and B2B sales across industries such as financial services, telecommunications, information technology, and logistics. As a Google Ads Account Strategist at Concentrix, she applies her proficiency in campaign management, keyword research, and audience targeting for B2B clients. Her background includes serving as a lead generator for Taktik Logistics Group, handling customer communications and case resolution at Peak Support Global Services, and managing customer transactions and inquiries at Genpact Services for Citibank. Diane’s roles at Sutherland Global, [24]7 Customer Inc., and Arvato Digital Services involved advanced technical troubleshooting, CRM management, and detailed data entry. She utilizes tools such as Zendesk, Hubspot, Trello, Notion, and Microsoft and Google Workspace to efficiently address client needs and maintain comprehensive records.
Experience
Phone and Email Associate
Peak Support Global Services · 2021 — 2024Addressed client emails in a timely and professional manner. Diagnosed consumer issues and provided straightforward solutions. Conducted research to effectively respond to inquiries and maintained a positive demeanor during interactions. Managed client expectations and escalated complex matters when necessary. Utilized Zendesk's ticketing system to track and manage customer interactions.Google Ads Account Strategist - B2B Sales
Concentrix · 2024 — PresentResponsible for campaign build, management, and optimization. Conducted keyword research and strategy development. Managed audience targeting and retargeting while handling budget and bid management.VA/Cold Caller/Lead Generator Specialist
Taktik Logistics Group · 2020 — 2021Engaged potential customers through outbound calls and maintained detailed records of calls. Researched various sources to identify leads, including Hubspot and industry research. Performed supplementary administrative tasks as needed.Process Associate (Avaya)
Genpact Services LLC · 2016 — 2019Handled customer inquiries regarding a variety of financial issues over the phone. Maintained customer accounts by processing transactions, modifying information, and managing account closures. Promoted relevant financial products to customers based on their needs while ensuring data confidentiality.Customer and Technical Support (inbound support via Avaya)
Sutherland Global Services · 2013 — 2015Resolved technical problems related to software, hardware, and network issues. Provided guidance to customers through various communication channels including phone, email, and chat. Documented issues and solutions for future reference.Telco Technical Support
[24]7 Customer Inc. · 2012 — 2013Troubleshot customer issues related to internet connectivity and phone services over the phone. Offered technical support solutions such as equipment resetting and settings configuration. Managed inquiries about billing, service outages, and equipment malfunctions, escalating complex problems as required.Microsoft Premier Specialist (via Clarify)
Arvato Digital Services · 2010 — 2012Executed data entry tasks by inputting client data from multiple sources using specific database management systems. Verified the accuracy of data against source documents and organized information according to established filing systems.Xbox Customer/Technical Support Representative
Telus International and Arvato Digital Services · 2008 — 2009Diagnosed and resolved hardware or software issues related to gaming consoles. Provided technical assistance to gamers via phone and guided them through solutions. Addressed various concerns regarding system setups, subscription management, and payment issues.
Skills & Expertise
Education
- Bachelor of Computer Science in ProgrammingSOFTNET Information Technology Center · 2006 — 2008
- SecondaryMariveles National High School – Cabcaben · 2002 — 2006
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