Diamond Sullivan

Dedicated and results-driven customer support professional with over 15 years of experience delivering exceptional customer service, resolving complex issues, training team members, and building strong client relationships across healthcare, financial services, staffing, and retail industries. Proven ability to handle high-volume phone calls, provide outstanding customer experiences, and exceed performance expectations.

Senior Customer Service Representative / Trainer at Georgia Eye Associates (2023-09 – Present)

• Handle high-volume inbound calls and patient inquiries while maintaining exceptional customer service standards.
• Schedule appointments, verify insurance benefits, and provide detailed information regarding procedures and services.
• Train and mentor new employees on company policies, scheduling procedures, and customer service expectations.
• Resolve patient concerns and complaints professionally, ensuring patient satisfaction and retention.
• Collaborate with physicians, technicians, and administrative staff to coordinate patient care.
• Maintain accurate patient records while adhering to HIPAA compliance standards.

Credit Counselor at CCCS of Chattanooga (2019-02 – 2023-09)

• Assisted clients with debt management, budgeting, and financial planning strategies.
• Conducted detailed financial assessments to develop customized repayment plans.
• Negotiated with creditors to obtain favorable payment arrangements for clients.
• Educated clients on credit improvement, financial literacy, and debt reduction strategies.
• Maintained accurate documentation and confidential client records.
• Built strong client relationships through exceptional customer support and follow-up services.

Client Support Specialist at Maxim Healthcare Services (2018-11 – 2019-02)

• Served as the primary point of contact for client inquiries via phone and email.
• Provided information regarding services, policies, and procedures.
• Resolved customer concerns efficiently while maintaining a high level of professionalism.
• Coordinated with multiple departments to ensure timely issue resolution.
• Maintained client records and updated account information accurately.
• Built and maintained positive relationships with clients and healthcare professionals.

Customer Service Representative at Office Team Staffing (2014-06 – 2018-09)

• Assisted customers with account setup, service requests, and problem resolution.
• Managed a high volume of inbound and outbound customer communications.
• Provided product and service information while ensuring customer satisfaction.
• Maintained detailed customer records and updated databases accurately.
• Supported team goals by meeting productivity and service expectations.
• Developed strong relationships with clients through effective communication.

Retail Sales Manager at Dollar Tree (2010-01 – 2014-05)

• Managed daily store operations, staff scheduling, and inventory control.
• Led and motivated a team to exceed sales and customer service goals.
• Trained and coached employees on sales techniques and company procedures.
• Handled customer concerns and resolved issues promptly and professionally.
• Monitored store performance and implemented strategies to improve profitability.
• Maintained compliance with company policies, safety standards, and cash-handling procedures.

GED – Threshold Center