Diana Chaves
Longs
Summary
Dynamic Customer Experience Associate at Magellan Health with expertise in CRM software and client advocacy. Proven track record of enhancing customer satisfaction through effective issue resolution and streamlined communication. Recognized for training new hires and implementing efficient processes, contributing to a collaborative team environment focused on exceptional service delivery.
Overview
13
13
years of professional experience
Work History
Customer Experience Associate
Magellan Health
05.2025 - Current
- Assisted customers in navigating healthcare options and resources effectively.
- Resolved inquiries and concerns promptly, enhancing overall customer satisfaction.
- Collaborated with team members to streamline communication channels and workflows.
Cashier
Food Lion
04.2025 - 05.2025
- Processed transactions efficiently using POS systems, ensuring accuracy in cash handling.
- Assisted customers with inquiries and product selections, enhancing overall shopping experience.
- Maintained cleanliness and organization of checkout area, contributing to store's presentation standards.
- Collaborated with team members to manage inventory levels and restock merchandise as needed.
Cashier
Lowes Home Improvment
05.2024 - 04.2025
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
Customer Care Coordinator
Continuum Global Solutions
05.2023 - 04.2024
- Coordinated customer support inquiries across multiple channels to enhance response efficiency.
- Collaborated with team members to resolve customer issues, ensuring high levels of satisfaction.
- Managed documentation and tracking of customer interactions using CRM software for streamlined processes.
- Assisted in developing training materials for new hires to improve service delivery standards.
Housekeeping Inspector
Mastercorp Resort Housekeeping Services
07.2022 - 10.2022
- Inspected guest rooms for cleanliness, ensuring adherence to hotel standards.
- Trained housekeeping staff on proper cleaning techniques and safety protocols.
- Conducted regular audits of public areas, identifying areas for improvement.
- Collaborated with management to implement new cleaning procedures, enhancing efficiency.
Front Desk Agent
Wyndham Destinations
08.2020 - 02.2021
- Managed guest check-in and check-out processes efficiently
- Provided exceptional customer service, resolving inquiries and complaints promptly
- Coordinated room assignments and maintained accurate reservation records
- Assisted in training new front desk staff on procedures and systems
Housekeeping Inspector
Avista Resort
11.2019 - 02.2020
- Provided feedback to staff on performance, promoting continuous improvement in service delivery.
- Assisted in developing training materials for new hires, fostering a knowledgeable team environment.
- Assisted maintenance teams with minor repairs or replacements when necessary to ensure guest satisfaction.
- Contributed to the reduction of lost items by implementing a meticulous system for tracking and returning left-behind belongings to guests.
- Established clear communication channels between housekeeping inspectors and other departments within the hotel, fostering a collaborative work environment focused on exceptional customer service.
Lead Inspector
Mastercorp Resort Housekeeping Services
05.2015 - 09.2019
- Supervised inspection teams, ensuring compliance with safety and quality standards.
- Developed and implemented inspection protocols to enhance operational efficiency.
- Conducted thorough evaluations of materials and processes, identifying areas for improvement.
- Trained new inspectors on industry regulations and best practices in quality assurance.
Dispatcher
Mastercorp Resort Housekeeping Services
05.2015 - 09.2019
- Coordinated scheduling and dispatching of resources to optimize operational efficiency.
- Monitored real-time traffic updates to adjust routes and minimize delays.
- Communicated effectively with drivers to ensure timely deliveries and address issues.
- Utilized dispatch software for tracking shipments and managing delivery schedules.
- Trained junior dispatchers on systems, protocols, and best practices for effective operations.
- Developed contingency plans to manage unforeseen challenges in logistics operations.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
Housekeeper
North Beach Plantation
05.2014 - 05.2015
- Supervised daily cleaning operations, ensuring adherence to health and safety standards.
- Trained new staff on effective cleaning techniques and operational protocols.
- Implemented efficient inventory management for cleaning supplies and equipment.
- Developed and maintained schedules for routine and deep cleaning tasks.
Housekeeper
Elliott Realty
05.2012 - 08.2014
- Enhanced workflow processes, resulting in improved productivity and service quality.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
Education
Medical Coding And Billing
Ultimate Medical Academy
Clearwater, FL05-2023
Skills
- Social media monitoring
- CRM software
- Request management
- Client advocacy
Timeline
Customer Experience Associate
Magellan Health
05.2025 - Current
Cashier
Food Lion
04.2025 - 05.2025
Cashier
Lowes Home Improvment
05.2024 - 04.2025
Customer Care Coordinator
Continuum Global Solutions
05.2023 - 04.2024
Housekeeping Inspector
Mastercorp Resort Housekeeping Services
07.2022 - 10.2022
Front Desk Agent
Wyndham Destinations
08.2020 - 02.2021
Housekeeping Inspector
Avista Resort
11.2019 - 02.2020
Lead Inspector
Mastercorp Resort Housekeeping Services
05.2015 - 09.2019
Dispatcher
Mastercorp Resort Housekeeping Services
05.2015 - 09.2019
Housekeeper
North Beach Plantation
05.2014 - 05.2015
Housekeeper
Elliott Realty
05.2012 - 08.2014
Medical Coding And Billing
Ultimate Medical Academy
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