Kaela Diaz Email & Phone Number

California, United States

• Oversees general availability readiness for FinTech features and betas, serving as the liaison between Member Experience and Product/Engineering for complex issues
• Mentors junior team members to effectively troubleshoot FinTech-related by providing structured support, assigning tasks, and overseeing progress to ensure timely and accurate issue resolution
• Reproduces customer issues, performing the initial triage and filing software defects for Engineering
• Identifies and raises concerns in team processes and protocols to FinTech, Payment, and Member Experience teams, while actively proposing solutions to enhance overall teamwork and efficiency
• Engages in weekly cross-functional planning meetings to ensure alignment across teams for product launches; including dialogues concerning compliance regulation, industry standards, product refinement, and resource.
• Develops comprehensive reports for various stakeholders, advocating for product enhancements and improvements with a strong focus on amplifying the voice of the customer

• Consistently provided excellent customer service to members through proficient utilization of backend management tools and resources; effectively managing a high caseload of approximately 40-50 cases per day while.
• Simplified intricate ideas and communicated them to customers in a approachable and clear manner
• Maintained clear and frequent communication with both team members and various cross-functional teams, addressing product knowledge gaps, handling feature requests, and resolving bugs
• Regularly upheld a strong customer satisfaction rating, consistently ranging from 94% to a perfect 100% on a daily basis
• Proficiently managed fraud detection and prevention efforts, conducting in-depth investigations of approximately 15+ cases daily; resulting in a significant reduction in chargebacks for both members and the company
• Coached junior team members on fraud processes and efficiently managed escalated fraud cases from the team

Long Beach

• Provided essay, presentation, and speech help to communication department peers in across approximately 30 different classes during weekly office hours
• Consistently contributed to record-keeping surveys on a weekly basis, playing a vital role in assessing the tutoring center's impact
• Collaborated with faculty and a team of 10 peer mentors to effectively promote and raise awareness about the tutoring center
• Strategized and designed 2 engaging Instagram posts using Canva to increase awareness publicize tutoring center hours and foster a sense of community engagement

Greater Los Angeles Area

• Demonstrated proficiency working in a high-paced setting by assisting approximately 50 customers daily, ultimately contributing to the achievement of sales targets
• Effectively curated and managed a personal client list of 65 individuals, consistently updating them on new products and promotions through a combination of social media outreach and personalized phone calls
• Maintained daily collaboration with a team of approximately 20 members, ensuring seamless delivery of exceptional service to our customers

San Francisco Bay Area

• Demonstrated proficiency working in a high-paced setting by assisting approximately 50 customers daily, ultimately contributing to the achievement of sales targets
• Effectively curated and managed a personal client list of 65 individuals, consistently updating them on new products and promotions through a combination of social media outreach and personalized phone calls
• Maintained daily collaboration with a team of approximately 20 members, ensuring seamless delivery of exceptional service to our customers

San Francisco Bay Area

• Exhibited clear and positive communication skills when interacting with customers, colleagues, and management
• Maintained a high standard of customer service even in high-volume, fast-paced operational environments
• Resolved customer complaints promptly and professionally

Pleasant Hill, CA

• Guided groups of 10 in fieldwork activities to reinforce learning concepts and facilitate the completion of assignments
• Instructed groups of 5 in the analysis of charts and data, leading to enhanced student performance on tests
• Evaluated assignments for a class of 30

San Francisco Bay Area

• Elevated customer satisfaction levels by assisting sales associates in welcoming, packaging, and completing transactions for customers
• Logged weekly shipments

Bachelor Of Arts - Ba, Communication, General, 4.0 Overall Gpa

Activities and Societies: Phi Kappa Phi, Leadership Academy, Emerging Leaders Certificate Program, Student Communication Association.

Associate Of Arts - Aa, Communication, General, 4.0 Overall Gpa

Education record

Activities and Societies: California Scholarship Federation Gold Sealbearer