Monique Diaz
Lansing
Summary
Analytical and results-driven professional with extensive experience in client support, account management, and operations. Skilled in researching and analyzing data, developing improvement strategies, and leading initiatives that optimize performance and customer satisfaction. Strong background in retention, forecasting, and campaign performance analysis, with a proven ability to identify cost-saving opportunities, streamline workflows, and drive growth. Adept at collaborating across sales, product, and technical teams to implement sustainable business solutions.
Overview
19
19
years of professional experience
Work History
Client Support Specialist
Indeed
04.2022 - 07.2025
- Conduct data analysis on client campaign performance and provide actionable insights to improve outcomes and ensure strategic targets are met.
- Partner with internal sales, product, and technical teams to resolve issues and implement best practices for improved efficiency.
- Develop and deliver presentations to clients highlighting performance metrics, trend analysis, and ROI forecasting.
- Manage onboarding and account setup for new clients while ensuring long-term adoption of tools and services.
- Consistently identify process improvement opportunities to enhance client experience and internal workflows.
- Resolved client inquiries efficiently, enhancing overall customer satisfaction.
- Trained new team members on systems and best practices for client interaction.
- Monitored service metrics to ensure adherence to quality standards and performance goals.
- Developed and maintained strong client relationships, leading to increased loyalty and repeat business.
Inbound Account Manager
Waste Management
02.2016 - 04.2022
- Researched cancellation trends, analyzed customer data, and implemented retention strategies that minimized losses and secured updated agreements.
- Generated revenue growth through data-driven negotiation strategies that improved service profitability while reducing rollbacks.
- Coordinated with cross-functional teams to evaluate customer satisfaction metrics and design process improvements to increase retention.
- Provided leadership on escalated accounts and developed process documentation to streamline future resolution handling.
- Developed strategic plans to enhance customer engagement and retention initiatives.
- Mentored junior account managers, fostering professional development and team collaboration.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
Builders Desk Agent
Waste Management
12.2014 - 02.2016
- Acted as liaison between construction clients and operations, ensuring efficient coordination and resolution of escalated issues.
- Analyzed service delays and operational inefficiencies, providing recommendations that improved productivity and reduced escalations.
- Maintained performance metrics across productivity, quality, and timeliness goals.
- Oversaw daily operations and ensured compliance with safety regulations and environmental standards.
- Streamlined waste collection processes, improving route efficiency and minimizing service disruptions.
- Coordinated with cross-functional teams to ensure seamless service delivery.
- Leveraged CRM software to track client interactions and identify sales opportunities.
CE Customer Service Rep
Waste Management
04.2014 - 12.2014
- Collected, tracked, and analyzed customer service data to improve call center operations.
- Negotiated and documented service contracts, ensuring accuracy in pricing, billing, and customer requirements.
- Identified opportunities for upselling services based on customer usage patterns.
Logistics Service Representative
MedSpeed
01.2013 - 01.2014
- Managed logistics data for transportation of specimens and medical supplies, creating and maintaining daily Excel spreadsheets for operational reporting.
- Coordinated driver routes and pickup schedules based on demand analysis, ensuring timely deliveries.
- Maintained detailed records of transactions, inquiries, and resolutions to identify recurring issues and recommend process improvements.
Retention Specialist
Comcast
01.2007 - 01.2012
- Retained customers by analyzing service usage data and providing tailored solutions to meet customer needs.
- Delivered consistent results in customer satisfaction and retention metrics through data-driven negotiation and upselling strategies.
- Prepared detailed account reports and maintained compliance with operational accuracy standards.
Education
No Degree - Business Administration And Management
University of Phoenix
Tempe, AZ12-2026
Skills
- Data Analysis & Forecasting
- Process Improvement & Cost Savings
- Customer Retention Strategies
- Project Management & Team Leadership
- Contract Negotiation
- Business Development
- Salesforce & Microsoft Office Suite
- Client Relations & Stakeholder Communication
- Performance Reporting & Presentation Skills
- Employee coaching
- Contract development
- Cross-functional collaboration
- Salesforce CRM
Timeline
Client Support Specialist
Indeed
04.2022 - 07.2025
Inbound Account Manager
Waste Management
02.2016 - 04.2022
Builders Desk Agent
Waste Management
12.2014 - 02.2016
CE Customer Service Rep
Waste Management
04.2014 - 12.2014
Logistics Service Representative
MedSpeed
01.2013 - 01.2014
Retention Specialist
Comcast
01.2007 - 01.2012
No Degree - Business Administration And Management
University of Phoenix