Diane Antunes
Vaughan,ON
Summary
Personable and dedicated Customer Service Representative with extensive experience in customer needs. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Experienced brings 20+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
26
26
years of professional experience
Work History
Customer Care Agent
Park N Fly
2022.12 - Current
- Built sustainable relationships and trust with customer accounts through open and interactive communication.
- Evaluated and identified opportunities to drive process improvements that positively impacted customer experience.
- Supported customers to maintain positive relationships throughout and following sales processes.
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
- Processed customer account changes with proprietary software.
Transportation Dispatcher
Mr. Limo and Auto Sales
2012.01 - 2019.12
- Created schedules and dispatched drivers.
- Effectively resolved complaints by working closely with customers.
- Spoke with customers to ensure that expectations regarding charters had been met or exceeded.
- Assessed various driving routes and identified best paths to maximize productivity and cost-efficiency.
- Utilized active listening and intelligent open-ended questioning to help build lasting relationships with customers.
- Set schedules, implemented new policies and worked with managers to optimize operational procedures and establish clear objectives.
Counter Clerk
MDS Heating and Air Conditioning
2003.10 - 2012.01
- Delivered top quality customer service while managing multiple tasks.
- Processed order transactions and handled debit and cash operations.
- Delivered exceptional service by greeting customers, taking orders and filling each accurately.
- Reviewed daily sales transactions and analyzed for errors.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Assisted with customer requests and answered questions to improve satisfaction.
Dispatcher
Laidlaw Transit
1997.12 - 2003.09
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
- Supervised driver dispatching, route planning and vehicle tracking for over 171 drivers.
- Trained employees on triaging and dispatching procedures to properly handle daily calls.
Education
Diploma - Customer Management Relations
EdX
On Line Study01.2023
Associate of Arts - Business Administration
Sheridan College Institute of Technology And Advanced Learning
Oakville, ON09.1994
Skills
- Conflict Mediation
- Data Evaluation
- Customer Retention Strategies
- Needs Assessment
- Efficient and Detail-Oriented
- CRM Software
- Building Customer Trust and Loyalty
- Strong Analytical and Problem Solving Skills
- Organizational Leadership
Timeline
Customer Care Agent
Park N Fly
2022.12 - Current
Transportation Dispatcher
Mr. Limo and Auto Sales
2012.01 - 2019.12
Counter Clerk
MDS Heating and Air Conditioning
2003.10 - 2012.01
Dispatcher
Laidlaw Transit
1997.12 - 2003.09
Diploma - Customer Management Relations
EdX
Associate of Arts - Business Administration
Sheridan College Institute of Technology And Advanced Learning
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