Dianna Gregor
Conover
Summary
Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.
Overview
29
29
years of professional experience
Work History
Accounts Payable Assistant
Tailored Adhesive Products Inc
Hickory
08.2024 - 06.2025
- Resolved payment issues with vendors as needed.
- Participated in training sessions related to accounts payable processes.
- Provided assistance with special projects as requested by management team.
Call Center Customer Service Specialist
Convergys
Hickory
10.2015 - 07.2023
- Achieving specific sales targets and maximizing sales opportunities on each and every call
- Use non-scripted probing techniques to determine customer needs and offer the most appropriate product or service to address their needs
- Maintain broad knowledge of products, pricing, promotions, and procedures
- Ensure service delivered to our customers meets contractual sales goals and other Key Performance Indicators ('KPIs')
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
- Clarify customer requirements; probe for understanding, use tools and resources to appropriately provide resolution to the customer
- Prepare complete and accurate work including appropriately notating accounts as required
- Participate in activities designed to improve customer satisfaction and sales performance
- Answer billing questions by talking through components of customer accounts
Customer Service Representative
Amazon
11.2014 - 10.2015
- Provide customer service to all incoming calls; enter customer information once given in order to look up account and assist with customer request.
- Attend weekly customer service training; attend weekly team meetings online; work overtime as needed per request of supervisor.
Customer Service Call Center Representative
Sykes/ Alpine Access
Lakeland
11.2013 - 10.2014
- Answer phones daily and troubleshoot customers issues; data entry using multiple screens while on the phone with customer during call; document every call before closing with customer while on the phone; meet weekly and monthly quota with a 80% or higher; reported directly to my Team Lead for additional assistance as needed.
Customer Service Representative/ Office Assistant
Casa Fiora
Monroe
03.2012 - 11.2013
- Enter customer orders into ABAS computer system; Microsoft Office email & daily followups; swatch requests, CFA's, answer phones, daily email.
- Updated Excel spreadsheets, customer service logs, inventory, and samples to send out to new customers.
- Prepare & ship out DTP packages for potential new customers upon request.
- Temporary assignment with Office Team
Customer Service Associate
Wesco Distribution Inc
Monroe
10.2010 - 01.2012
- Responsible for Data Entry of customer orders, distribute mail daily, answer phones daily and transfer to appropriate person, prepare work orders, work with bill of lading, shipping orders and routing incoming and outgoing material. Detail oriented; used problem solving skills to deal with damaged goods and shortages of material. Contact supplier and shippers directly to reroute material to appropriate destination. I reported directly to Branch Office Manager.
- This was a temporary assignment with Adecco Employment.
Customer Service Specialist/Appliance Sales Representative
Lowes
Monroe
10.2006 - 10.2010
- I was responsible for all front-end aspects. Customer Service, Returns, P/R and Employment Applications. I reported directly to the Department Manager and Store Manager.
Front Desk Receptionist/Office Assistant
GREN Automotive Inc
Somerset
10.2004 - 10.2006
- Responsible for invoicing customer orders daily, Data Entry using Quick Books software, assisted Office Manager with processing Employee Payroll, follow-up calls for clients and vendors, answering phones, filing, faxing, scanning and UPS Shipping.
- I reported directly to the Office Branch Manager.
Customer Service Specialist
Home Depot
West Windsor
06.1999 - 06.2004
- I provided friendly Customer Service, Cashier and Check-out support to all Home Depot customers. I reported directly to the Department Supervisor and Store Manager.
Customer Service Representative
Home Depot
Branchburg
01.1997 - 05.1999
- Performed data entry tasks daily; conducted research for customer requests; worked well with other co-workers performing multiple work related duties as needed.
- I reported directly to my department lead supervisor.
Data Entry/ Legal Department
Verizon Wireless
Somerset
06.1996 - 12.1996
- Performed data entry in legal department of company; excellent team player while working with co-workers; filing; faxing, email, copying legal documents.
- I reported directly to my department supervisor.
Education
HS Diploma - General Academics
NBTHS & Daylight Twilight High School
North Brunswick, NJ06.1996
Some College (No Degree) - Secondary Education
Ashford University
San Diego, CASkills
- DATA ENTRY
- SHIPPING
- ANSWERING
- MICROSOFT OFFICE
- MS OFFICE
- Customer Service
- CSR
- Customer Care
- Call Center
- 10-key calculator
- Excellent Administrative Skills
- Data Entry Skills
- Excellent Organizational Skills
- Internet/Intranet
- Proficient in Microsoft Office
- Research Skills
- Shipping & Receiving Knowledge
- Strong Interpersonal Skills
- Telephone Answering
Personal Information
Work Permit: Sponsorship required to work in the US
Additional Information - Transferable Skills
- 10-key calculator
- Excellent Administrative Skills
- Data Entry Skills
- Excellent Organizational Skills
- Internet/Intranet
- Proficient in Microsoft Office
- Research Skills
- Shipping & Receiving Knowledge
- Strong Interpersonal Skills
- Telephone Answering
Timeline
Accounts Payable Assistant
Tailored Adhesive Products Inc
08.2024 - 06.2025
Call Center Customer Service Specialist
Convergys
10.2015 - 07.2023
Customer Service Representative
Amazon
11.2014 - 10.2015
Customer Service Call Center Representative
Sykes/ Alpine Access
11.2013 - 10.2014
Customer Service Representative/ Office Assistant
Casa Fiora
03.2012 - 11.2013
Customer Service Associate
Wesco Distribution Inc
10.2010 - 01.2012
Customer Service Specialist/Appliance Sales Representative
Lowes
10.2006 - 10.2010
Front Desk Receptionist/Office Assistant
GREN Automotive Inc
10.2004 - 10.2006
Customer Service Specialist
Home Depot
06.1999 - 06.2004
Customer Service Representative
Home Depot
01.1997 - 05.1999
Data Entry/ Legal Department
Verizon Wireless
06.1996 - 12.1996
HS Diploma - General Academics
NBTHS & Daylight Twilight High School
Some College (No Degree) - Secondary Education
Ashford University