Diana Layague

Improved customer retention by ensuring customers stayed engaged with services and maintained their subscriptions and benefits, delivering efficient, solution-focused support through chat, email, and inbound calls using Zendesk and Shopify. Quickly identified and resolved customer concerns through strong problem-solving, active listening, and communication skills, ensuring continued satisfaction and loyalty. Tracked and documented all interactions and account details in Zendesk and Shopify, ensuring timely follow-ups and collaboration with internal teams to address complex issues. Consistently delivered high-quality experiences by applying CRM, time management, conflict resolution, and multitasking skills, keeping customers subscribed and maximizing the value of their benefits.

Resolved financial service and account inquiries using OFSLL while delivering professional, accurate support. Managed collections and customer outreach through CXone, maintaining strong client relationships and ensuring timely payments. Provided fast, effective solutions to payment and account issues, leveraging strong communication, problem-solving, and customer service skills. Tracked all interactions and updates in OFSLL, ensuring accuracy, compliance, and high customer satisfaction.