Arza Tannous
Customer Service Agent
Latham,NY
Summary
Results-driven Lead Customer Service Agent of 11 years, accustomed to overseeing operations with strong attention to detail. History of meeting demanding group objectives through employee training, motivation and performance management. Thrives in fast-paced environments, demonstrated consistently strong work ethic, proven multitasking abilities and adherence to company policy. Brings excellent organizational skills and talent for overcoming customer and employee objections. Self-motivated and a true team player. Driven and responsible with adaptable, solution-oriented nature. Superb schedule coordination and project planning abilities, handling diverse administrative functions in rapidly changing environments.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
3
3
Language
Work History
Lead Support/Payroll Specialist
Delta Air Lines
Albany, NY
06.2011 - Current
- Overseeing operation for team of 50 employees
- Sharing company updates on company updates, financial results and new objectives with employees
- Counseling employees regarding company policies and procedures
- Providing reports and activity updates to management
- Verified and submitted timekeeping information for accurate and efficient payroll processing
- Investigated payroll variances and employee claims to resolve discrepancies and balance financial records
- Performed calculations in overtime, vacation and sick hours to provide accurate data to payroll processing database
- Scheduling and handling time off requests
- Interviewing for hiring and onboarding process
- Coordinating job rotation, cross-training and engaging team in collateral duties
- Resolving escalated situations within operation
- Wellness and Benefits specialist
- KPI Champion—in charge of briefing monthly station goals and scores
Contact Tracer
Contact Tracing
Albany, NY
12.2020 - 12.2021
- Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.
- Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
- Performed record keeping by logging client information within secure contact-tracing software.
- Notified and interviewed individuals to ascertain novel coronavirus exposure level.
- Provided educational and informational resources regarding isolation policies and quarantine measures.
- Communicate with contacts in professional manner maintaining emotional and cultural awareness
Pharmacy Technician
Price Chopper Pharmacy
Niskayuna, NY
08.2006 - 09.2013
- Specially trained under HIPAA
- Calculated dosage, filled prescriptions and prepared prescription labels with absolute accuracy.
- Collected co-payments or full payments from customers.
- Reviewed and verified customer information and insurance provider information.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Entered and processed patients' prescriptions into internal system.
- Stocked, labeled and inventoried medication to keep accurate records.
Education
Bachelor of Science - Sociology, Business Administration
University At Albany
Albany, NY 09.2009 - 05.2013
Skills
Leadership skills, Business Acumen, Analytical Skills, Presentations, Multi-Tasking, Organizational Skillsundefined
Additional Information
- Lead over OSHA monthly/ACS Compliance audits
- Complaint Resolution Official-Specially trained to be aware of Department of Transportation Disability Regulations
- Local Training Agent -Ensuring that agents complete their required trainings and certifications and new hire training
- Ground Security Coordinator-Ensure that agents follow the rules given by the Federal Aviation Administration and Transportation Security Administration
- Uniform POC/Brand Ambassador Project- Working with uniform committee and education team on new uniform compliance and requirements. Brand Ambassador in company wide new safety videos and posters after new uniform launch.
- Certified Wellness Champion- Wellness POC in Albany, NY. Informing team members of current and future benefits offered for employees and dependents.
Timeline
Contact Tracer
Contact Tracing
12.2020 - 12.2021
Lead Support/Payroll Specialist
Delta Air Lines
06.2011 - Current
Bachelor of Science - Sociology, Business Administration
University At Albany
09.2009 - 05.2013
Pharmacy Technician
Price Chopper Pharmacy
08.2006 - 09.2013
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