Danielle Diaz Email & Phone Number

Texas, United States

I receive inbound calls from policyholders, insurance representatives, and/or auto glass shops to process claims for auto glass damage. It's a challenging role that requires making Customer Delight one of my highest priorities. Since communication is key, I try to build a strong rapport in the first minutes of the call. I always strive to go above and beyond to provide excellent customer service to every caller.Accuracy is a vital skill for success, so I ensure that I am receiving the correct information from the start.I strive to meet or exceed Safelite's Key Performance Indicators (KPI) including customer hold times, call management & wiper blades sales to help both the customers and Safelite.

Agero Roadside Assistance : 24/7 service of inbound calls for roadside assistance and other service requests from client’s customers and/or client account representatives for assistance - Place outbound calls to list of client’s service providers to secure appropriate towing assistance to resolve the customer’s needs - Place outbound calls to client, client’s customers and/or client account representatives for status and clarification purposes. - Transfer inbound calls or outbound calls to other client-designated internal support departments or client account representatives - Outbound coordination to client’s service providers & possible follow up calls for clarification and/or additional calls for secondary services - Probe to identify the need of the customer based on vehicle inoperable situation - Identify the customer’s location using Google Maps and other client tools - Provide policy coverage details based on the specific client program - Secure a Service Provider to assist the customer, based on the parameters of the policy’s program - Provide status updates to customers calling after the initial request for assistance was processed

Agero Roadside Assistance: 24/7 service of inbound calls for roadside assistance and other service requests from client’s customers and/or client account representatives for assistance - Place outbound calls to list of client’s service providers to secure appropriate towing assistance to resolve the customer’s needs - Place outbound calls to client, client’s customers and/or client account representatives for status and clarification purposes. - Transfer inbound calls or outbound calls to other client-designated internal support departments or client account representatives - Outbound coordination to client’s service providers & possible follow up calls for clarification and/or additional calls for secondary services - Probe to identify the need of the customer based on vehicle inoperable situation - Identify the customer’s location using Google Maps and other client tools - Provide policy coverage details based on the specific client program - Secure a Service Provider to assist the customer, based on the parameters of the policy’s program - Provide status updates to customers calling after the initial request for assistance was processed

San Antonio, Texas, United States

-Field inbound calls from our customers with potential for extended periods of high volume-Maintain a quiet remote work environment free of background noise-Apply active listening skills, interject and paraphrase appropriately to best understand the customer’s needs and wants-Utilize tone/enthusiasm to provide energy into the customer interaction that will drive sales and customer satisfaction-Work independently and problem solve with minimal supervision-Take personal initiative to achieve goals and objectives-Be receptive to coaching and eager to implement developmental suggestions for improving performance-Remain highly engaged in a team environment through team meetings, instant messaging and use of email-Meet all key performance Indicators - AHT (average handling time), Quality, Compliance-Commit to adhering to a work schedule (including specified break periods)

San Antonio, Texas

- Implement state learning standards and IDEA curricula and assessments to meet ambitious academic expectations - Submit weekly lesson plans two weeks in advance for feedback - Implement formal and informal assessments to track each individual student’s progress and learning needs, adjust lesson plans accordingly and update gradebook weekly- Communicate students’ progress with student and family on a weekly basis- Effective facilitation and personal use of technology as a communication and educational tool to improve student achievement and manage work related tasks.- Implement a clear and consistent behavior management system that aligns to campus- wide initiatives while developing students’ character and sense of community in the classroom- Help shape and develop a school wide culture that fosters a productive and enthusiastic learning environment for each student- Establish and maintain a cooperative working relationship with students and families based on trust, understanding and respect for the communities in which they identify.- Host necessary tutoring sessions to meet all students’ needs- Participate in weekly manager check-ins, grade-level meetings, before and after-school duties, and school wide meetings and functions- Engage in summer and year-long district, school and personal learning and development- Minimum of 40+ hours spent at school per week

San Antonio, Texas Area

I help people feel their outer beauty matches how beautiful they are on the inside through the use of products that are environmentally friendly, not tested on animals, and with a company that gives back communities across the world.

San Antonio, Texas Area

- Owns the attendance process for Academy students- Worked with students, staff and parents to ensure students attended school every day- Communicated attendance reporting to staff, including: Chronic absenteeism, Progress Towards Goal by Day, Absence calculator- Documented all attendance changes and corrected attendance data within 24 hours- Ensured teacher attendance submission is in line with official attendance taking time- Ensured all paper rosters are signed and dated (when it was applicable)- Ensured all attendance report submissions are submitted on time- Paper attendance and student enrollment reconciliation processes solidified two weeks prior to school- Enrollment goal was consistently hit every week after the first week of school- Student records were requested timely from other districts- All records requests fulfilled within 10 days- All PEIMS deadlines were met based on the SIS operating calendar- Increased awareness and provide consistent communication with all key stakeholders (PEIMS Data Quality Team – including Academic Counselor, ELL Coordinator, 504 Coordinator, and Cafeteria Manager)- Increase awareness with key stakeholders (including ELL Coordinator, 504 Coordinator, HQ SPED Clerk and SPED teachers)- 25% of cumulative folders completed by September, 50% by October, and 75% by November- Grade Verification, Re-registration, End of Year tasks, PET/PID, School and Section Enrollment Audits, Transcripts are completed timely and accurately- Worked closely with parents and business partners to ensure that parents were able to re-register through appropriate channels- Created paper rosters for the official attendance taking period (OATP)- Verified enrollment numbers prior to the daily enrollment calls

Lackland Afb, Tx

Planned/provided/evaluated routine and emergency patient care and treatment of beneficiaries to include flying and special operational duty personnel. Organized the medical environment, performed/directed support activities for patient care situations, including contingency operations and disasters. Identified potential health risks and provided preventative counseling. Oriented patients to the hospital environment. Admitted/discharged/transferred patients as directed. Observed/reported/recorded findings in patient progress notes. Performed portions of medical treatment/diagnostic/therapeutic procedures. Cared for/observed/reported on pre/post-operative, seriously or critically ill, and injured patients. Recorded treatments/procedures rendered/observed effects. Performed postmortem care. Provided emergency response and field medical care/basic life support/emergency medical response in contingency operations/disasters/emergency situations/potential mass casualty scenarios for on- and off-base incidents. Operated emergency medical and other vehicles. Participates in disaster field training, exercises, and deployments. Disposes of medical waste. Maintained inpatient and outpatient medical records. Screened medical records for medical administrative requirements. Prepared and submits administrative reports. Coordinated medical service activities with execution and clinical management teams. Performed assessments and analysis of patient health status, identifies health goals, recognizes subtle changes in conditions, interprets these changes, and immediately determines appropriate course of action. Supervised personnel, conducted training, and created duty schedules and various training on procedures, techniques, and equipment. Managed computer based patient immunization information. Performed tuberculosis testing/administered vaccines in accordance with current guidelines. Provided patient education regarding expected reactions and proper post-vaccination care.

Ft Sam Houston, Tx

Re-located from Sheppard AFB, TX to Ft Sam Houston, TX with the stand up (start) of the new military Tri-Service (Army, Navy, and Air Force) Medical Education Training Campus. During re-location, assisted in the re-location of the equipment, re-writing course material, and smooth transition of students and classes from one location to the next. In the first year, aided ion the mainstreaming of the course material while ensuring the integrity of the program under the guidelines of NREMT. In 2012, I assisted in creating a remediation program to help students struggling academically succeed so their military career would not be jeopardized. Once program fully operational, I scheduled instructors to re-iterate the material to struggling students, provided academic counseling which included understanding their learning style and helped them with study techniques unique to them.In 2013, while still instructing, managing the remediation program, and providing counseling for these students, I also became the NREMT Assistant Site Director. As Assistant Site Director, I ensured the integrity of the NREMT program to include testing and certification. I entered information into the NREMT website that was needed for student to take the NREMT Examination and achieve their national certification which was a requirement for all US Air Force Aerospace Medical Technicians. Along with taking care of the students needs and certification steps, I also managed the instructor certifications as well. This included monitoring the instructor expiration dates and ensured that they did not allow their certification to laps but reviewing and approving their continuing education.

Sheppard Afb, Texas

- National Registry of Emergency Medical Technicians (NREMT) Instructor Cardiopulmonary Resuscitation (CPR) for Health Care Providers Instructor. - Taught 6,500 future medics through a 558 hour accelerated emergency medical program awarding certification with the NREMT 878 page lesson plans and 6 exams Modified and managed remediation program for NREMT certification- Created formal lesson plans for remediation program to enhance learning and decrease student academic failure raising the 65% pass rate to 99% in 6 months- Program’s only certified test administrator for Peasron VUE’s international testing agency; proctored 156 exams following strict guidelines and procedures; and trained/certified 42 new test administrators- Taught 6,500 future medics through a 558 hour accelerated emergency medical program awarding certification with the NRMET - Maintained strict control over programs multiple 878 page lesson plan and 6 exams set to prevent test & program compromiseTraining:- Leadership and Management II (LMM 2121): Role and responsibilities of the technician/supervisor. Included concepts of human behavior; standards of discipline; effective counseling techniques; methods of orienting new personnel; principles of motivating individuals within groups; evolution of management theory; personnel management skills; and applied problem-solving techniques in management, social issues, and labor relations.- Managerial Communications II (LMM 2122): Principles of oral and written communications applicable to technician/communication by applying the principles and theories of oral presentations; analyzing methods for improving listening and lessening barriers to effective communication; application of effective writing principles to the preparation of letters, performance reports, or other written correspondence.

Langley Afb, Va

Worked as medical technician on labor & delivery unitAssisted in the care for laboring women, delivery, post-partum recovery, and care of neonates.Recorded vital signs, pain levels, and input & output of post-partum Moms.Aided Mom in post delivery self-care, taught proper diapering & feeding of newborn to include breast-feedingCared to newborns by feeding, diapering, monitoring feeding schedules, temperature, heart & breathing rateWorked in OB/GYN clinicAssisted in cared for pregnant women by recording vital signs, weight, & fetus heart rate.Aided providers in ultrasounds, exams, & various OB/GYN proceduresProvided required vaccinations during & post deliveryAdministered birth control injections ONLY certified bereavement counselor provided bereavement counseling when neededAssisted families during entire process and follow up for yearProvided post mortem care of fetus/newborn to include photos, hand & foot prints with remembrance cardPresented fetus/newborn to grieving families to help with grieving process but always followed family requestsPartnered with various military branches & outside agenciesReferred families to medical & mental health providers when issues arose outside my scope of practice

Fe Warren Afb, Wy

Controlled entry/access to military resources in excess of 1 billion dollars. Dispatched security responses to military resources in effort to reduce threats of terrorism/sabotage/protests. Responsible for the control of classified information/hardware. Supervised/monitored all communication activities for 700 square mile area. Lead/managed/supervised/performed security force (SF) activities, including installation, weapon system, and resource security; antiterrorism; law enforcement; training; information security; performed force protection duties, including use of deadly force to protect personnel and resources. Protected nuclear and conventional weapons systems and other resources. Controlled/secured terrain inside and outside military installations. Defended personnel, equipment, and resources from hostile forces. Performed individual, and team patrol movements, both mounted and dismounted, tactical drills, antiterrorism duties, and other special duties. Operated communications equipment, vehicles, intrusion detection equipment, and other special purpose equipment. Applied life saving procedures, including cardiopulmonary resuscitation, as first responder to accident and disaster scenes. Implements security reporting and alerting system. Enforced standards of conduct, discipline, and adherence to laws and directives. Directed vehicle and pedestrian traffic. Investigated minor crimes, and incidents. Searched persons and property. Secured crime and incident scenes. Collected, seized, and preserved evidence. Conducts interviews of witnesses and suspects. Obtains statements and testifies in official judicial proceedings. Responded to disaster and relief operations. Participates in contingencies. Planned/organized, and scheduled SF activities such as required training/certification qualifications ensuring proficiency training and certification standards are maintained. Controlled/safeguarded arms, ammunition, and equipment.

Ba: Early Childhood Education Administration, Early Childhood Education And Teaching, Gpa: 3.71

Activities and Societies: Magna Cum Laude Golden Key SALUTE Honor Society

Associate In Applied Science, Instructor Of Technology

http://www.au.af.mil/au/barnes/ccaf/catalog/2008cat/2008_2010_General_catalog.pdf

Associate In Applied Science, Criminal Justice

http://www.au.af.mil/au/barnes/ccaf/catalog/2008cat/2008_2010_General_catalog.pdf

Associate In Applied Science, Allied Health Services

http://www.au.af.mil/au/barnes/ccaf/catalog/2008cat/2008_2010_General_catalog.pdf

Aa, General Studies, Gpa: 3.62

Activities and Societies: Online/phone group studiesCompleted required general studies toward Associates Degrees in Criminal Justice.