Diandra Swaby
Mandeville
Summary
Adept at managing high-stress situations and resolving customer disputes, I enhanced loyalty and retention at Sutherland Global through empathetic service and efficient problem-solving. My tenure also included a data analyst internship, where I improved data accuracy and supported strategic decisions. Skills in critical thinking and computer proficiency propelled measurable success in both roles.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Sutherland Global
08.2023 - 10.2024
- 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.
- Responded to customer requests for products, services, and company information.
- Identified and resolved discrepancies and errors in customer accounts.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Data Analyst Intern
Parish Council
08.2022 - 08.2022
- Conducted thorough data validation and cleanup, ensuring accuracy and reliability of datasets used for analysis.
- Completed data cleaning and data validation of existing spreadsheets to promote robust data management platform, resulting in accurate data analysis and entry.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Simplified complex data into understandable reports, aiding in stakeholder presentations and decision-making.
- Conducted in-depth analyses to uncover trends and insights, driving strategic decision-making.
Education
High School Diploma -
Belair High Scool
Mandeville, Jamaica08.2023
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call triaging
- Proofreading
Timeline
Customer Service Representative
Sutherland Global
08.2023 - 10.2024
Data Analyst Intern
Parish Council
08.2022 - 08.2022
High School Diploma -
Belair High Scool
Similar Profiles
BEATRICE WANJUBEATRICE WANJU
Customer Service Representative at Sutherland GlobalCustomer Service Representative at Sutherland Global
Christian RanidoChristian Ranido
Customer Service Representative at Sutherland GlobalCustomer Service Representative at Sutherland Global
Tracey-Ann BlairTracey-Ann Blair
Acting Manager at Sutherland GlobalActing Manager at Sutherland Global