Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Diana Marie Bravo

Riverside

Summary

Dynamic customer service professional with proven expertise in team management and complaint handling at POOPH Inc. Adept at enhancing call center performance through effective coaching and communication. Recognized for resolving escalated issues with empathy, fostering client loyalty, and ensuring operational efficiency in high-pressure environments.

Overview

10
10
years of professional experience

Work History

Customer Service Representative Team Lead

POOPH Inc
06.2023 - 04.2025
  • Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
  • Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
  • Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
  • Improved overall call center performance with effective coaching and feedback to team members.

Front Desk Receptionist

Md Eyecare
09.2019 - 06.2023
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
  • Collected room deposits, fees, and payments.
  • Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
  • Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.

Customer Service Representative

Farmers Insurance Agency
06.2015 - 10.2016
  • 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.

Education

General Studies

Santa Ana College
Santa Ana, CA

Skills

  • Team management
  • CRM software
  • Call center experience
  • Complaint handling
  • Inbound and outbound calls
  • Data entry
  • Customer service
  • Multitasking and organization
  • Excellent communication
  • Customer service management
  • Phone and email etiquette

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Customer Service Representative Team Lead

POOPH Inc
06.2023 - 04.2025

Front Desk Receptionist

Md Eyecare
09.2019 - 06.2023

Customer Service Representative

Farmers Insurance Agency
06.2015 - 10.2016

General Studies

Santa Ana College

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Diana Marie Bravo