Lorena Garcia Diaz

  • Norcross US-GA


To secure a position with a well established organization where I can maximize my management skills, quality assurance, program development, and training experience, where ultimately, my expertise can be utilized to improve customer satisfaction and revenue of the organization.


Detailed, good- natured and resourceful customer service professional accustomed to working in fast paced changing environments, desires to share abilities to improve customer relations, reduce and solve escalations of difficult customers in a timely manner  through targeted assistance and increasing team efficiency. Fluent in English and Spanish.

Experience includes:

  • Excellent knowledge of modern office practices and procedures; correct spelling, punctuation and grammatical usage implemented in letters and email responses to consumers.
  • Sound knowledge of basic business arithmetic; techniques and methods of using standard word processing, spreadsheet, database, and other office software and equipment.
  • Profound skill in using spreadsheets and word processing software packages, organizing data and materials, and preparing reports and documents and in entering data accurately and efficiently.
  • Strong ability to interpret, apply and explain applicable codes, ordinances, policies and procedures; research information and solve customer service escalated problems.
  • Exceptional ability to enter data accurately and efficiently into appropriate data system; make accurate arithmetic calculations and maintain accurate records and files.
  • Uncommon ability to understand and carry out written and oral instructions; perform detailed clerical work and maintain attention to detail despite frequent interruptions.
  • Immense ability to establish and maintain effective working relationships with those contacted in the course of the work.
  • Assist in the development of projects and implementation of such.

Work History

Work History
Aug 2006 - Present

Tier 3, Customer Service Manager

  • Handle inbound escalated calls from the Vendors and outbound corporate resolution calls to customers.
  • Provide daily, weekly, and biweekly feedback to the Vendors on Quality Assurance results.
  • Maintain accurate financial reporting to be distributed to upper management as well as the strategy for implementation of new Operational initiatives.
  • Problem solver and finder of solutions on the spot, with great ability to work under pressure and resolve the problem at hand, while at the same time provide satisfaction to the Customer and maintain the company's policies and procedures.
  • Locate and rectify problems and troubles on accounts which require thorough research work.
  • Examine all relevant particulars thoroughly pertaining to each and every problem; apply a suitable solution and notify the customer.
  • Interact and communicate with other departments to find out the source of internal problems and check their re-occurrence.
  • Instruct fresh representatives in unit procedures and processes, telephonic techniques, official requirements and necessities and portfolio objectives.
Nov 2002 - Nov 2006

Bilingual Restaurant Trainer

Amelliorate LLC Johnny Carino’s
  • Performed corporate training of new employees in different areas: Server, Hostess, Curbside, Cooking, and new managers.
  • Assisted management with developing marketing initiatives such as, gift cards, discount coupons and menu updating.
  • Translated and interpreted meetings with all store locations regarding policies and procedures of the company.
Aug 2002 - Nov 2002

Bilingual Sales Representative

Classic Images Discovery Mills
  • Consumer communication skills associate.
  • Dealt and assisted with non-English customers.
  • Demonstrated composure and worked efficiently in a fast-paced environment.
May 2002 - Aug 2002


Latin American Association (English Department)
  • Assisted in translation of legal documents, such as: birth certificates, death certificates, marriage certificates, etc.
  • Responsible for data entry to track the translations completed.
  • Assisted the English teacher with the classroom set up and also aided the receptionist in related duties when needed.






System used to send email replies to customers, and to receive any customer related concerns that need to be addressed.


System used to view scanned documents received.

Behavioral Analytics

System used to identify between 6 different personality models, to address and respond according to their individual personality needs.


System used to access several applications through one outlet for monitoring purposes.

MS Money

System used for budgeting.

Quicken Books

System used for book keeping.

Windows Operational Systems

Windows 98, 200, 2003, XP, Vista.


System created for the company that combines usage of both TSYS and FDR applications in a more user friendly version.


System used to view accounts.


System used to view accounts.

Micorsoft Office Suite

Usage of all MS Office Suite programs, such as MS Word, Excel, Power Point, etc.



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