Diana Hilbert
VetCor - Elk Creek Animal Hospital
Taylorsville
26
years of professional experience
Dedicated Customer Service Representative with expertise in problem resolution, client relations, and active listening. Proven track record of enhancing customer satisfaction through effective communication and relationship building.
Work History
Customer Service Representative
11 Years- Provided exceptional customer service, addressing inquiries and resolving issues efficiently.
- Managed appointment scheduling, ensuring optimal workflow and client satisfaction.
- Educated pet owners on care procedures and services available at the hospital.
- Collaborated with veterinary staff to streamline communication and improve patient care processes.
- Maintained accurate records of client interactions and medical histories for efficient follow-up.
- Trained new team members on customer service protocols and systems usage.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Implemented feedback mechanisms to enhance service delivery and client engagement.
Customer Service Representative
5 Years 5 Months- 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.
- Led initiatives to optimize inventory management, reducing waste and improving supply availability.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Resolved escalated customer issues, restoring confidence in the company's commitment to service excellence.
- Provided exceptional customer service, addressing inquiries and resolving issues efficiently.
- Managed appointment scheduling, ensuring optimal workflow and client satisfaction.
- Implemented feedback mechanisms to enhance service delivery and client engagement.
- Maintained accurate records of client interactions and medical histories for efficient follow-up.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Claims Processor
5 Years 1 Month- Review and analyze claim documentation for accuracy and completeness, mitigating potential errors.
- Process claims efficiently, ensuring compliance with industry regulations and company policies.
- Collaborate with internal departments to resolve discrepancies and expedite claim processing.
- Train new team members on claims management systems and operational procedures, enhancing team effectiveness.
- Lead initiatives to enhance claims processing accuracy through advanced data analytics and quality assurance measures.
- Managed high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.
- Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
Customer Service Representative
4 Years 10 Months- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Participated in training programs to enhance product knowledge and customer service skills.
Education
High School Diploma
Skills
Customer service
Transaction management
Data entry
Problem resolution
Customer issue resolution
Critical thinking
Client relations
Account management
Active listening
Accomplishments
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of product/service issues and customer satisfaction. Also strive to listen and be compassionate with customers and have been complimented for years on being that. I want to treat the customer how i would want to be treated.
Timeline
Customer Service Representative
VetCor - Elk Creek Animal Hospital
08.2015 - CurrentRead More
Customer Service Representative
TruPoint Insurance
03.2010 - 08.2015Read More
Claims Processor
Underwriters Safety & Claims
02.2005 - 03.2010Read More
Customer Service Representative
Spencer County Insurance
04.2000 - 02.2005Read More
Spencer County High School
High School Diploma
Read More