Diamond Watts
NC
Summary
Proven track record in enhancing customer satisfaction and team efficiency, notably at Walgreens Boots Alliance. Skilled in quick typing and empathy display, I excel in high-pressure environments, ensuring quality assurance and exemplary customer service. Demonstrated ability to improve operational outcomes through effective problem-solving and teamwork.
Overview
14
14
years of professional experience
Work History
Chat Support Representative
Walgreens Boots Alliance
05.2021 - Current
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Contributed to a positive work environment by assisting colleagues in resolving challenging situations when needed.
- Demonstrated flexibility in adjusting work hours or assisting with additional tasks during peak periods, contributing to overall team success.
- Maintained up-to-date knowledge of product and service changes.
- Managed timely and effective replacement of damaged or missing products.
- Educated customers about billing, payment processing and support policies and procedures.
Training Coordinator and Waitress
Outback Steakhouse
12.2015 - 03.2018
- Memorized the full food and drink menu.
- Upsold food and drinks.
- Held conference meetings over the phone.
- Picked perfect candidates to work for certain positions.
- Provided information to help improve the business.
- Streamlined onboarding processes for new hires, resulting in reduced time to full productivity.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Bussed and reset tables to keep dining room and work areas clean.
Customer Service Representative
Conduit Global Call Center
09.2014 - 03.2015
- Answering inbound calls.
- Managed several accounts and educated customers on the most effective products and services.
- Provided technical support.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Crew Member
Biscuitville
12.2013 - 08.2014
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Assisted other team members to achieve goals.
- Provided exceptional customer service, addressing concerns or issues promptly and professionally.
Front Desk Receptionist
Top Performance
08.2012 - 08.2013
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Promoted fitness programs, products and services to participants and Conducted orientations for new members.
Restaurant Manager
T.K's Grill
06.2010 - 07.2012
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Reconciled cash and credit card transactions to maintain accurate records.
Education
High School Diploma -
Southern Guilford High School
Greensboro, NCSkills
- Quick Typing
- Language Fluency
- Empathy Display
- Performance Tracking
- Teamwork and Collaboration
- Customer Service
- Problem-solving skills
- Time Management
- Attention to Detail
- Multitasking
- Reliability
- Excellent Communication
- Computer Skills
- Customer service excellence
- Calm Under Pressure
- De-Escalation Techniques
- Quality Assurance
Timeline
Chat Support Representative
Walgreens Boots Alliance
05.2021 - Current
Training Coordinator and Waitress
Outback Steakhouse
12.2015 - 03.2018
Customer Service Representative
Conduit Global Call Center
09.2014 - 03.2015
Crew Member
Biscuitville
12.2013 - 08.2014
Front Desk Receptionist
Top Performance
08.2012 - 08.2013
Restaurant Manager
T.K's Grill
06.2010 - 07.2012
High School Diploma -
Southern Guilford High School
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