Crystal Diaz

Energetic and empathetic Customer Success Specialist with 5+ years of experience transforming customer interactions into meaningful, solution-oriented connections. Skilled in high-volume call handling, retention strategies, and multi-channel support. Known for de-escalating challenging situations, turning around at-risk customers, and building loyalty through trust and education.

Tech-savvy, goal-driven, and passionate about helping others—ready to make a difference at hear.com by changing lives one call at a time.

Resolution Coordinator (Chat & Email Support) - Norton staffing Agency - remote

(2022-07 - 2025-03)

• Proactively identified and engaged at-risk customers, using empathy and tailored solutions to rebuild trust and retain service relationships.
• Managed high call volumes while delivering responsive, upbeat service across phone, email, and chat—frequently recognized for resolving issues on the first contact.
• Leveraged tools like Salesforce and internal dashboards to track interactions, update accounts, and ensure a smooth customer experience.
• Collaborated across departments to ensure consistency in communication and followthrough for escalated or complex customer needs.
• Provided feedback to leadership on recurring service challenges, contributing to improvements in call flow and customer satisfaction metrics.

Customer Service Chat Representative - Community Options

(2019-02 - 2020-06)

• Delivered high-touch, personalized support to pharmacy customers, resolving insurance and billing concerns with professionalism and empathy.
• Maintained a calm and solution-oriented demeanor during difficult conversations, helping retain customers through clear communication and trust-building.
• Handled in-person and phone-based inquiries, ensuring quick turnaround times and consistent documentation for team efficiency.
• Collaborated with cross-functional teams to improve service workflows, reducing wait times and enhancing customer satisfaction.
• Provided tailored recommendations and guidance based on customer needs, reinforcing loyalty and driving repeat service engagement.

Capital Community College