Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

DIAMOND WALKER

Columbia

Summary

Customer service representative with a focus on retention, leveraging two years of experience to enhance client satisfaction and loyalty. Skilled in safety management, customer engagement, and conflict resolution, consistently achieving measurable outcomes. Demonstrates strong team collaboration and performance tracking abilities, eager to apply innovative solutions to improve service quality and customer retention.

Overview

13
13
years of professional experience
1
1
Certification

Work History

RETENTION SPECIALIST

Spectrum
01.2024 - 01.2025
  • Managed customer retention strategies, achieving significant client satisfaction improvements.
  • Resolved customer issues efficiently, enhancing service quality and reducing churn.
  • Implemented feedback systems, facilitating better communication and customer loyalty.
  • Analyzed retention metrics, identifying trends and optimizing retention approaches.
  • Collaborated with teams to develop solutions, resulting in measurable retention success.

Home Health Aide

Visiting Angles
08.2020 - 08.2024
  • Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
  • Maintained a clean and safe home environment for patients, reducing falls and accidents.
  • Assisted clients with daily living activities, enhancing their independence and quality of life.
  • Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
  • Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
  • Completed entries in log books, journals, and care plans to accurately document and report patient progress.
  • Provided mobility assistance such as walking and regular exercising.
  • Traveled to clients' homes to complete healthcare services and promote continuity of care.
  • Assisted disabled clients to support independence and well-being.
  • Monitored client health by performing routine pulse, temperature and blood pressure checks.
  • Consistently adapted care plans to meet evolving patient needs, ensuring high-quality personalized assistance.
  • Facilitated transportation and appointment management for seamless patient access to services.
  • Transported patients to medical appointments and social outings, promoting community engagement.
  • Encouraged patient participation in safe physical activities to enhance mood and overall wellness.

Daycare Assistant Teacher

Primrose Schools
06.2016 - 05.2020
  • Maintained accurate records of attendance, incident reports, meal counts, and other essential documentation as required by state regulations or center policies consistently.
  • Ensured child safety by maintaining a clean, organized, and hazard-free facility at all times.
  • Arrived at assigned areas on time, prepared, and ready to work.
  • Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
  • Managed daily routines efficiently to maintain a consistent schedule for students, promoting optimal time management skills in young learners.
  • Kept notes of behavior issues, food served, and medications administered to children.
  • Assisted children with regular handwashing and wiped down hard surfaces often to minimize germ spread.
  • Documented and reported behavior issues or accidents to parents, minimizing future problems.
  • Observed play activities to identify positive behaviors and areas in need of improvement, implementing behavior redirection where appropriate.
  • Applied positive behavior management techniques to enhance social interactions and emotional development.
  • Enforced rules and managed behavior through developmentally appropriate discipline.

Concierge Supervisor

Securitas Security Services
08.2011 - 06.2016
  • Streamlined front desk operations for increased efficiency and improved guest experiences.
  • Enhanced guest satisfaction by promptly addressing inquiries and providing personalized recommendations.
  • Reduced guest complaints with proactive problem-solving and timely communication.
  • Assisted with event planning and coordination, ensuring successful execution of on-site events and special occasions.
  • Provided exceptional assistance to VIP guests, managing unique requests and exceeding expectations consistently.
  • Ensured compliance with company policies, industry standards, and local regulations within the concierge department at all times.
  • Handled escalated situations effectively by taking ownership of issues and providing solutions to ensure guest satisfaction.
  • Conducted regular team meetings to discuss performance metrics, areas for improvement, and best practices in customer service.
  • Managed scheduling for concierge staff members, balancing workload effectively while accommodating employee needs when possible.
  • Coached, supported and developed team with goal of continuous growth and skill improvement.

Education

Early Childhood Development

Purdue University Global

Skills

  • Safety management
  • Customer engagement
  • Conflict resolution
  • Team collaboration
  • Performance tracking
  • Patient care
  • Meal preparation
  • Housekeeping
  • First aid and safety
  • Care plan management
  • Documentation

Certification

North Carolina Child Care Act, N.C.G.S. § 110-90.2.

Timeline

RETENTION SPECIALIST

Spectrum
01.2024 - 01.2025

Home Health Aide

Visiting Angles
08.2020 - 08.2024

Daycare Assistant Teacher

Primrose Schools
06.2016 - 05.2020

Concierge Supervisor

Securitas Security Services
08.2011 - 06.2016

Early Childhood Development

Purdue University Global

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