DIANA L. CIMADEVILLA
19124 NW 13th St Cell: (954) 802-3243
Pembroke Pines, FL 33029 Home: (954) 437-3999
OBJECTIVE
Experienced bilingual customer service professional with outstanding organizational skills. Highly efficient at problem analysis and problem solving with proven adaptability to work under pressure. Seeking to avail my strong interpersonal communication skills to convey a solid customer service perspective to your organization.
EXPERIENCE
Office Specialist
FIU College of Arts, Sciences, and Education Dean’s Office 2015 – Present
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Provides general supervision to 4 Other Personal Services (OPS) employees. OPS employees are tasked with routing incoming communications, mail, and telephone calls, front desk reception, and other office duties as assigned.
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Arranges travel for executive, administrative, and professorial professionals. This includes airline, lodging, and ground transportation reservations, and planning itineraries when necessary, as well as preparing and submitting Travel Authorization Requests (TAR) and Expense Reports through the Panthersoft Financials System. In addition, this includes annual attendance to the National Academic Advising Association (NACADA).
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Facilitates CASE Certificate Programs. This involves verification of students’ completion of required coursework, collection of appropriate signatures, dissemination to academic units for departmental approvals, and confirmation of students’ receipt.
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Screens students upon arrival at the Center for Academic Services. This includes greeting students, assessing immediate needs, providing assistance and services when appropriate, and/or routing students to the appropriate administrative professional when necessary.
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Works under the general direction of the Director of Academic Advising Services, Jacqueline Diaz, to effectively carry out day-to-day operations of the College of Arts, Sciences, and Education (CASE) Center for Advising and Student Success.
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Works under the secondary direction of five administrators, 33 academic advising professionals that operate the Center for Advising and Student Success, and more than 15 academic advising professionals that operate across the College and represent more than 30 programs.
Senior Secretary
FIU Department of Mathematics and Statistics 2013 – 2015
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Worked under the general direction of the Chair, Abdelhamid Meziani, Ph.D., and Associate Chair, Hassan Zahedi, Ph.D., to effectively carry out day-to-day operations for the Department of Mathematics and Statistics.
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Arranged travel for the Chair, Associate Chair, and any/all departmental faculty and personnel as needed. This included airline, lodging, and ground transportation reservations, and planning itineraries when necessary, as well as preparing and submitting Travel Authorization Requests and Expense Reports through the Panthersoft Financials System.
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Screened telephone calls for the Chair, Associate Chair, and any/all department faculty and personnel. Independently responded to routine inquiries, and resolved matters when appropriate. Obtained background information on calls and directed said calls when/where appropriate.
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Worked closely with the Faculty Advisors, Drs. John Zweibel and Gauri Ghai, to coordinate advising appointments, and to ensure accurate communication of course requirement information when necessary.
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Worked closely with the Office of the Controller, including the Travel Section, Procurement Services, Accounts Payable, and others, to ensure timely processing of any/all purchases associated with the statistics program.
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Worked closely with the Office of Class Management, and various instructors on record to prepare, implement, and maintain course offerings. This included creating, editing, and deleting courses in Panthersoft, while simultaneously managing room assignments.
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Facilitated general office culture, including the upkeep of several bulletin boards throughout the department, emailing lists, and announcements.
Receptionist
The Office of John Marchetto, D.M.D. 2010 – 2013
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Greeted and welcomed patients and/or visitors.
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Optimized patients’ satisfaction, provider time, and overall experience through tailored interactions, rapport, and care.
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Maintained patient accounts by obtaining, recording, and updating personal and financial information using medical information system.
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Maintained inventories of office supplies and equipment. Placed and expedited orders of supplies. Verified receipts and deliveries.
Customer Service Specialist 1993 - 2008
AT&T
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Secured client's payments according to the terms of the service agreement.
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Researched and processed customer claims of invoice payments, charge backs, returns, NSF checks and/or unallocated cash.
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Evaluated customer’s problems and negotiated win-win solutions.
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Obtained and mailed or faxed invoices copies or statements for customers.
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Identified and proposed products and services according to customer’s needs.
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Updated and maintained customer records in system.
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Addressed and resolved customer complaints with exceptional telephone etiquette.
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Provided information and training to new and existing employees.
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Received numerous awards and congratulatory certificates for exceeding goals.
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Handled over 110 customer calls daily in a timely an ethical manner.
EDUCATION
Florida International University, Miami, Florida 2020
Bachelor of Arts in Interdisciplinary Studies,
Certificate in Conflict and Dispute Resolution,
Certificate in Women’s and Gender Studies,
Certificate in Queer and Gender Studies,
Certificate in Labor Studies,
Minor in Psychology,
Minor in Labor Studies
American Military Academy, Guaynabo, Puerto Rico 1978 – 1982
High School Diploma
TRAINING AND SKILLS
Bilingual (English, Spanish), FIU Commencement Ambassador, FIU Excel Training Course, FIU Departmental Dual-Use Credit Card, FIU Travel and Expense, FIU Panthersoft Fundamentals, FIU Procure to Pay, Enterprise Payment Claim Application, ROC, Security Awareness & Records Management Training, Ethics Awareness Workshop, Fundamentals of Excellence, The Quality Advantage.