Allison Zarek
Clawson,MI
Summary
Client experience professional with focus on enhancing customer satisfaction and loyalty. Skilled in managing client relationships, resolving issues, and identifying opportunities for improvement. Strong emphasis on team collaboration and adaptability, consistently delivering results in fast-paced environments. Known for empathy, effective communication, and strategic problem-solving abilities.
Overview
10
10
years of professional experience
Work History
Senior Client Experience Specialist
ROCKET (Rocket Loans)
Detroit, MI
01.2025 - Current
- Serve as a frontline brand representative, shaping client perception through strategic, client-centered communication across phone and digital channels.
- Translate complex financial decisions, policies, and application processes into clear, accessible messaging that builds trust and drives informed decision-making.
- Manage sensitive client concerns and escalations with professionalism and discretion, protecting brand reputation and reinforcing client confidence.
- Partner cross-functionally with operations and leadership teams to identify communication gaps and improve client-facing processes.
- Sustained a 97.5% call quality average and 98% written communication average across 2025, consistently surpassing senior-level expectations.
- Designed and launched a mentorship program to strengthen communication standards, onboarding effectiveness, and team development across Operations.
- Train and coach new hires on brand voice, compliance expectations, and effective client engagement strategies.
- Thrive in a fast-paced, high-growth environment requiring adaptability, persuasive communication, and strong stakeholder management.
Operations Specialist
APPLE
Novi, MI
06.2021 - 07.2022
- Communicated operational updates and metrics across internal platforms.
- Delivered technical troubleshooting support while maintaining high customer satisfaction.
- Trained team members on communication standards and operational procedures.
Assistant Manager
ZUMIEZ
Toledo, OH
05.2016 - 12.2018
- Hired, trained, and mentored staff to deliver strong sales performance.
- Led store communication initiatives and cultivated high-performance team culture.
- Ranked #1 in store sales and top 5 in district performance.
Education
Bachelor of General Studies - Individualized Studies Program
Eastern Michigan University
Ypsilanti, MI08-2024
Skills
- Strategic Communication
- Stakeholder Engagement
- High-Volume Communication Management
- Mentorship & Training Development
- External Communications
- Cross-Functional Collaboration
- Brand Representation
- Problem Resolution
- Patience and composure
Timeline
Senior Client Experience Specialist
ROCKET (Rocket Loans)
01.2025 - Current
Operations Specialist
APPLE
06.2021 - 07.2022
Assistant Manager
ZUMIEZ
05.2016 - 12.2018
Bachelor of General Studies - Individualized Studies Program
Eastern Michigan University