Diego Poole
Virginia Beach,VA
Summary
Customer service expert and benefits professional with a proven track record of top-level service across several mediums. A fast and independent learner with a knack for navigating any technical challenge. Known for staying calm and collected while effectively communicating with every rung of the ladder, be it direct reports, managers, or customers.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Benefits Services Specialist
TriNet HR Solutions
05.2021 - 07.2025
- Assisted worksite employees with enrolling and selecting benefits, leave of absence setup and guidance, tax forms support, and general HR questions.
- Enhanced employee satisfaction by effectively addressing and resolving benefits-related inquiries.
- Consistently met KPI metrics while providing first-class service, including perfect quality scores and zero ACW through 20-40 contacts per day.
- 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
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 the 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.
- Analyzed customer feedback data to identify trends and areas in need of improvement, informing future strategies and initiatives.
Customer Service Supervisor
Conduent IT Service Management
09.2015 - 09.2017
- Appointed to the Employee Engagement and Diversity Committee set up by the contact center's representatives, where I helped ensure 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 was eventually promoted to the supervisor of my previous team
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Education
Bachelors of Business Administration - Data Trends in E-Commerce
University of Mary Washington
Fredericksburg, VA05.2015
Skills
- Teaching and communicating in a remote environment
- Salesforce
- Benefits enrollment and navigation
- Healthcare industry experience
- Leave of absence support (FMLA, state statutes, disability, etc)
- Employee engagement
- Microsoft Office
- Microsoft Teams
- Zendesk
- ServiceNow
- Business writing
- Excellent customer service skills, including chat, email, and website support
- Audio editing
Accomplishments
- Helped create operational efficiency in a contact center environment by instituting salesforce documentation changes based on direct report feedback.
- Instituted a service center wide engagement survey for employees at two companies.
- High performing in both service and adherence to metrics, successfully climbing from a representative to a manger at two different companies.
Affiliations
- Basketball
- Reading
- Writing
- Games
- Current Events
- Journalism
Certification
- Formerly licensed in Life and Health through the state of Indiana.
Languages
English
Native or Bilingual
Spanish
Elementary
Timeline
Benefits Services Specialist
TriNet HR Solutions
05.2021 - 07.2025
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
Similar Profiles
Diego PooleDiego Poole
Benefits Services Specialist at TriNet HR SolutionsBenefits Services Specialist at TriNet HR Solutions
Olivia S. RomeroOlivia S. Romero
Payroll Core Data Specialist at TriNet HR CorpPayroll Core Data Specialist at TriNet HR Corp
Olivia S. RomeroOlivia S. Romero
Payroll Core Data Specialist at TriNet HR CorpPayroll Core Data Specialist at TriNet HR Corp
Camille MagpantayCamille Magpantay
Marketing and Strategy Intern at BEANZYMarketing and Strategy Intern at BEANZY
Aminah SharrieffAminah Sharrieff
Marketing Coordinator (Contract) at Lux Events LLCMarketing Coordinator (Contract) at Lux Events LLC