DIAMYN BURWELL
Temple Hills,MD
Summary
Results-driven customer service and administrative professional with over 5 years of experience in education, retail, and nonprofit sectors. Proven expertise in managing high-volume caseloads, resolving complex inquiries, and providing exceptional service via phone, email, and web-based platforms. Skilled in Salesforce, EAM, and various modern business systems. Consistently surpass performance targets. Experienced in staff training, workflow enhancement, and collaborating with cross-functional teams in dynamic settings. Proficient in balancing technical troubleshooting with empathetic communication to enhance customer satisfaction and operational effectiveness.
Overview
7
7
years of professional experience
Work History
Temporary Customer Service Representative
Rocs Grad Staffing- National Student Clearinghouse
12.2024 - Current
- Provide customer support to students, educational institutions, and third-party organizations via phone, email, and web-based channels.
- Manage and resolve over 50 cases daily using Salesforce, consistently exceeding the weekly target of 225 cases through accurate documentation and efficient case handling.
- Operate both legacy (Cisco) and current (Five9) phone systems to handle high volumes of inbound and outbound communications.
- Utilize EAM (Enterprise Application Management) to locate, track, and verify transcript order statuses, ensuring timely and accurate responses.
- Assist users with transcript-related questions, technical troubleshooting, and order navigation, maintaining a customer-first approach.
- Escalate unresolved or complex cases appropriately while ensuring service continuity and satisfaction.
- Educate customers on the use of NSC services, including Transcript Services, Enrollment Reporting, and Verification tools.
- Collaborate with internal departments to identify process improvements and support a seamless customer experience in a fast-paced, high-volume environment.
LEAD SALES ASSOCIATE
OLD NAVY
07.2018 - 08.2023
- Supervised a team of 15+ sales associates, providing guidance, training, and support to ensure high performance and professional development.
- Coordinated daily team meetings to set goals, discuss sales strategies, and motivate staff, boosting team productivity by 15%.
- Implemented performance evaluations and offered constructive feedback to enhance team morale and performance.
- Consistently exceeded sales targets, achieving 120% of monthly goals through strategic upselling and personalized customer interactions.
- Improved customer satisfaction scores by 25% through exceptional service and effective complaint resolution.
- Developed and executed promotional strategies, increasing foot traffic by 20% during peak seasons.
- Acted as liaison between store management and sales associates, ensuring effective communication of policies and procedures.
- Managed inventory control, including receiving, stocking, and conducting audits to ensure accuracy.
- Utilized POS systems for efficient transaction processing and prepared detailed sales reports for management analysis.
- Made informed decisions on staffing, scheduling, and resource allocation to optimize operations.
- Conducted onboarding and training for new hires, ensuring comprehensive understanding of company policies and customer service standards.
- Mentored junior associates and created training materials to support ongoing employee development.
- Ensured compliance with health and safety regulations, maintaining a clean and safe environment.
- Streamlined operational processes, reducing administrative task time by 10% and improving inventory management efficiency.
- Participated in human resources support functions, including recruitment, training, and performance management.
- Utilized human resource information systems for organizing staff records and scheduling shifts.
- HR Training (Assistant Manager of Operations, Old Navy)
- Participated in human resources support functions such as recruitment, training, and performance management.
- Collaborated with the management team to maintain employee records, conduct evaluations, and ensure smooth employee onboarding records and scheduling shifts.
- Utilized human resource information systems for organizing staff records and scheduling shifts.
Education
Bachelor of Science - Psychology
TOWSON UNIVERSITY
TOWSON, MARYLAND05.2024
Skills
- Customer Service & Support: Over 5 years of experience delivering exceptional service via phone, email, and web; adept at resolving complex inquiries, de-escalating concerns, and guiding users through systems and services
- Case & Ticket Management: Handle 50 Salesforce cases daily; exceed weekly performance targets; ensure thorough and accurate documentation
- Technology Proficiency: Salesforce, EAM (Enterprise Application Management), Five9, Cisco phone systems, Workday, Zendesk, Zipline, Microsoft Office (Outlook, Excel, Word), Google Workspace, Adobe Acrobat, modern web browsers
- Training & Leadership: Trained and mentored new hires on company systems, service protocols, and customer handling; led daily team meetings and conducted performance evaluations in a retail operations role
- Administrative Operations: Skilled in data entry, scheduling, report generation, calendar management, digital recordkeeping, and correspondence handling
- Communication & Interpersonal Skills: Strong written and verbal communicator; experienced in active listening, professional etiquette, and technical explanation for diverse audiences
- Process Improvement: Proactive in identifying service gaps and contributing to internal solutions to enhance efficiency, customer experience, and workflow
- Team Collaboration & Adaptability: Work closely with cross-functional teams in fast-paced environments; recognized for flexibility and performance under pressure
Community Service
University-Led Community Outreach, Participated in mental health awareness initiatives and supported underserved communities.
Timeline
Temporary Customer Service Representative
Rocs Grad Staffing- National Student Clearinghouse
12.2024 - Current
LEAD SALES ASSOCIATE
OLD NAVY
07.2018 - 08.2023
Bachelor of Science - Psychology
TOWSON UNIVERSITY
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