Diego Poole
Virginia Beach
Summary
Healthcare, employee benefits, and customer support specialist with a proven track record of top-level service. Whether I am engaging with a colleague, boss, or customer, I communicate politely, professionally and always keep a calm demeanor.
Overview
10
10
years of professional experience
Work History
Benefits Services Specialist
TriNet HR Solutions
Dublin
05.2021 - Current
- Assisted worksite employees with benefit enrollment, leave of absence setup and guidance, tax forms support, and general HR questions.
- Consistently met KPI metrics while providing first-class service.
- Tested and utilized feedback on basic AI enhancements to the service experience.
- Helped solve a myriad of employee setup issues and provided basic IT support within the Salesforce platform and ServiceNow.
Customer Experience Supervisor
Patagonia Outdoor Clothing and Gear
Reno
11.2017 - 07.2020
- Managed a team of twenty customer service representatives, focusing on coaching to metrics, growth development, and soft skills.
- Coordinated a company-wide communication project that measured employee wellness and job satisfaction.
- Successfully climbed an internal track from phone representative to lead representative to customer service supervisor.
- Participated in and assisted with the design of programs geared toward environmental and supply chain ethics.
Customer Service Supervisor
Conduent IT Service Management
Indianapolis
09.2015 - 09.2017
- Appointed to the Employee Engagement and Diversity Committee set up by the contact center's representatives, where I helped insure that ground level employee concerns were heard and acknowledged
- Developed, monitored, and coached to typical contact center metrics such as ACW, handle time, and schedule adherence
- Worked as a licensed health insurance navigator for a midwest client called Caresource during the early years of the Affordable Care Act, then eventually was promoted to the supervisor of my previous team
Education
Bachelors of Business Administration - Data Trends in E-Commerce
University of Mary Washington
Fredericksburg, Virginia 05.2015
Skills
- Teaching and communicating in a remote environment
- Managing cases in Salesforce
- Benefits enrollment and navigation
- Healthcare industry
- Leave of absence support (FMLA, state statutes, disability, etc)
- Employee engagement
- Microsoft Office
- Microsoft Teams
- Salesforce
- ServiceNow
- Business writing
- Phone, chat, and email customer support
- Audio editing
Affiliations
- Basketball
- Reading
- Writing
- Games
- Current Events
- Journalism
Timeline
Benefits Services Specialist
TriNet HR Solutions
05.2021 - Current
Customer Experience Supervisor
Patagonia Outdoor Clothing and Gear
11.2017 - 07.2020
Customer Service Supervisor
Conduent IT Service Management
09.2015 - 09.2017
Bachelors of Business Administration - Data Trends in E-Commerce
University of Mary Washington
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