Diana Cardella

Dependable, detail-oriented, and security-conscious Customer Service Professional with a strong background in managing omnichannel support channels across chat, email, and voice platforms. Skilled at handling user account registrations, navigating ticket workflows, and guiding application support resolutions. Demonstrated mastery of data confidentiality protocols, protecting PII/PHI information, and optimizing First Contact Resolution (FCR) targets in professional settings.

Freelance Digital Assistant & Support Specialist - Freelance - Remote

(2024-01 - 2026-12)

• Administered high-volume customer inquiries, database ticket tracking, and multi-channel communication pipelines.
• Coordinated direct platform registrations, client account profiles, and complex remote system walkthroughs via live chat and email channels.
• Leveraged unified help desk configurations (including Zendesk and Freshdesk) to manage, categorize, and escalate tickets efficiently according to service Level Agreements.
• Maintained an exceptional track record for First Contact Resolution (FCR), resolving app features and billing questions securely.
• Followed stringent operational security workflows to protect sensitive personal identification information (PII) from unauthorized access.

Cashier & Customer Service Representative - WALGREENS - Phoenix, AZ

(2010-01 - 2012-12)

• Conducted front-line point-of-sale customer assistance, delivering empathetic and swift resolution to in-store inquiries.
• Handled secure cash drop procedures, verified client identifications responsibly, and navigated internal stock/inventory platforms.
• Onboarded customers into the company's membership system, assisting with enrollment registration and clarifying account benefits clearly.

Residential Cleaning Specialist - Self-Employed - Phoenix, AZ & Alabama

(2006-01 - 2009-12)

Independent Contractor

• Managed localized service logs, customized scheduling timelines, and provided high-quality detailing for personal estates and church properties.
• Ensured strict adherence to safety regulations and demonstrated long-term reliability and personal service client coordination.

General Coursework & Academic Professional Development - WESTERN PIEDMONT COMMUNITY COLLEGE