Overview
Work History
Education
Skills
Websites
Timeline
Generic

Diane HartnessDeras

Clayton

Overview

4
4
years of professional experience
2
2
years of post-secondary education

Work History

Care Specialist

Care.com
10.2021 - 04.2024
  • Company Overview: Expert Assistance Department, Care.com (Remote)
  • Responsible for speaking with members, assessing their care needs, writing job postings, conducting interviews with potential caregivers, and running background checks.
  • Use my educational background, prior work experience and knowledge to interpret and assess member requests.
  • Demonstrate problem solving skills, effective communication techniques and strong interpersonal skills.
  • Member interactions are via telephone, web, chat, and/or email.
  • Consistently meet metric standards such as service level agreements, call abandonment rates and average speed to answer as to guarantee highest quality of member satisfaction.
  • Verify member eligibility for our services, logging the member in our CRM system, providing information on appropriate benefits based on the member's individual benefit plan, and documenting all member requests using relevant software tools.
  • Assist the member with their specific needs by utilizing active listening, probing and problem-solving skills.
  • Conduct needs assessments in a professional, thorough and customer service driven manner.
  • Demonstrate commitment to our Organizational Values:
  • Expert Assistance Department, Care.com (Remote)
  • Collaborated with multidisciplinary teams in order to provide comprehensive care services.
  • Maintained accurate records of client interactions, including assessment results, treatment plans, progress notes, reports.
  • Actively listened to clients' concerns and worked collaboratively with them to identify solutions.
  • Coordinated with other professionals involved in providing care services to ensure continuity of care for the client.

Customer Service Representative

Signet Jewelers
Columbus
10.2020 - 10.2021
  • Managed high volume inbound calls, answering questions, transferring customers, researching requests on multiple CRM platforms in a remote work environment.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Provided accurate information about products and services to customers.
  • Implemented innovative methods for streamlining the customer service process.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Resolved customer complaints promptly and efficiently.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.

Education

Bachelor of Science - Psychology

Walden University
Minneapolis, MN
07.2008 - 07.2010

Skills

  • Proficient with Zoom
  • Proficient with Google Meet
  • Proficient with MS Teams
  • Proficient with Slack
  • Proficient with Email
  • Proficient with Wiki
  • Salesforcecom
  • Greenhouse
  • Recruiting
  • Interviewing
  • Customer service
  • Detail-oriented
  • Independent worker
  • Time-management
  • Multitasking
  • Problem solving
  • Out-of-the-box thinking
  • Experience with multiple CRM systems

Timeline

Care Specialist

Care.com
10.2021 - 04.2024

Customer Service Representative

Signet Jewelers
10.2020 - 10.2021

Bachelor of Science - Psychology

Walden University
07.2008 - 07.2010

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Diane HartnessDeras