DIANA L. BURNS803-415-9455 -- DIANALBURNS702@AOL.COM

PROFILE:• Versatile, reliable and hands-on employee with 10+ years of office experience.• Direct communicator with a reputation for problem solving, training and team building. • Human Resources expertise includes hiring training, scheduling, motivating and perfor-

mance management.• Provider of excellent customer service to internal and external customers assuring courtesy,

accuracy and timeliness.• Sales Support, Billing, Customer Service and Research & Development.•Technical skills: Six Sigma Green Belt, Visio, Microsoft Office (Word, Excel, Power

Point, Access, Outlook)

PROFESSIONAL EXPERIENCE:

Randstad Staffing/Statefarm 11/2015 – currentTDS Help Desk Support Answer incoming calls and email in a timely manner. Assist with various applications issue.

Create shipping labels upon request. • Help resolve logon and communication issues with tools and application• Gathered the needed information to assist with finding the resolution• Learned various tools to enable to do job and fix associate issues• Handle email request• Process returns and shipping labels.

Hallmark – Rockhill SC 11/2015 – 2/2016Customer Service Successfully assisted customers with finding the right card and /or gift. Assisted

with restocking and cash register. • Received several accolades from customers. • Was going to transition from seasonal to permit.

Appleone StaffingFamily Dollar Stores Inc. - Wage Attachment Processor 6/2015 – 8/2015

Receive and set up various wage garnishments from employees paychecks. Which in-cluded bankruptcy, child support, and student loan.

• Priorities duties for each day• Processed garnishments• Respond to request for garnishments on ex-employees • Assisted in updating training documentation• Assisted others when needed• Answered questions via the phone• Filing• Short term contract position

Appleone Staffing Medi Home care - Customer Service Representative 2/2015 – 5/2015

Preformed various daily task in a timely manner and efficiently. Assisted Patients with their needs, answering phones and greeting walk-ins.

YORK, SC

DIANA L BURNS• Gathered the needed data for any prescriptions to be filled for wheelchairs,

walker and • other medical equipment. • Entered the needed information into company tools. • Assembled need equipment• Kept records and tracked Pulse Ox to ensure the return in a timely manner. • Answered phones• Advised the delivery drivers of any additional deliveries for the day. • Short term contract position

Corelogic Charlotte NC 9/2012 – 10/2014Online Researcher II / Process Documentation Support

Perform county searches using multiple web-based and internal resources to locate documents and information required to complete, customer requests

• Meet accuracy goals and service level agreements• Escalate inquiries or requests as needed to management• Handle miscellaneous tasks• Assist with Documenting current process for training and reference• Create county search process documentation

Spherion Staffing Services /Aon Hewitt Charlotte NC 9/2011 – 3/2012 Customer Service Associate

Assisted Clients with question and selection the correct benefits that work for their needs.

• Contract position at Aon Hewitt Benefits Call Center.• Assist clients with enrolling in their annual company benefits by answering questions and

informing them of the options available. • Provided excellent customer service by providing complete answers in one phone call.

NCR Charlotte NC, Roseville MN, Irving TX, Dayton OH 1/1994 – 12/2009 Implementation/Installation Coordinator/Analyst/Team Leader

• Developed and implemented the Out of Scope billing process. Recovered 1.5 million of missed revenue for local region. Process rolled out nationally for potential recovery of an additional 6 million.

• Co-Leader on Six Sigma project for enhancing the Installation Scheduling process and tools which was implemented company wide.

• Successfully trained and developed Installation Teams at company locations in North Car-olina, Minnesota, Texas and Ohio.

• Consistently placed first or second in company reporting of revenue, customer service agreement levels including scheduling and on time completion.

• Instituted a communication system between the Call Center and the Field Engineers which reduced incoming calls by 50%.

• Improved communication between Help Desk and Field Engineers resulting in a 30% re-duction in customer complaints.

• Managed Installation Team to ensure timely scheduling of installations.• Worked with internal and external customers to ensure scheduled installations occurred ac-

cording to contractual agreements. • Managed and resolved installation issues incurred for NCR’s customers.

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DIANA L BURNS• Interviewed, hired and trained team members for Installs Scheduling Team.• Member of NCR Ambassador Program and Employee Engagement Action Team.

Received customer service awards including recognition from Charlotte Mayor Sue Myrick.

EDUCATION:YORK TECHNICAL COLLEGE, ROCK HILL, SC MONTREAT COLLEGE, CHARLOTTE, NC

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