Ciaza Perry
New Brunswick,NJ
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Productive call center representative with several years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Case Manager
Hyundai Motor America
Remote
05.2022 - Current
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
Customer Support
Teleperformance USA
05.2019 - 01.2021
- Provided exceptional customer support, consistently surpassing performance standards.
- Collaborated with cross-functional teams to optimize customer support strategies.
- Managed a high volume of inbound calls up to 80+ incoming calls while maintaining a professional demeanor under pressure.
- Delivered personalized recommendations based on individual customer needs, driving sales growth.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Met customer call guidelines for service levels, handle time and productivity.
- Utilized time management strategies effectively while working remotely, balancing workload demands with personal responsibilities at home.
- Resolved customer inquiries and complaints from multiple channels with moderate supervision.
Collections Supervisor
LAZ Parking
02.2016 - 03.2018
- Enhanced collections efficiency by implementing and monitoring strategic collections plans.
- Maintained high levels of customer satisfaction through professional communication and dispute resolution tactics.
- Established performance metrics to evaluate team success and identify areas for improvement.
- Improved team productivity through ongoing coaching, training, and performance evaluations.
- Mentored junior staff members on best practices in debt collection techniques and procedures.
- Developed customized payment plans for clients experiencing financial difficulties to minimize losses.
- Processed payments and applied to customer balances.
- Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
- Reviewed delinquent accounts daily, prioritizing efforts based on balance size and days past due status.
Summer Camp Director/Counselor
Greystone Community Center
05.2015 - 08.2015
- Ensured camper safety through diligent supervision, risk management procedures, and adherence to established protocols.
- Arranged packed activity schedule with numerous outdoor activities, crafts and learning opportunities.
- Addressed any issues or concerns raised by parents professionally and efficiently, ensuring a high level of customer satisfaction.
- Coordinated daily schedules for staff assignments and efficient use of shared resources throughout the summer season.
- Maintained fun, learning-focused atmosphere by smoothly handling conflicts and developing culture centered around collaboration and personal responsibility.
- Oversaw team of 5+ counselors and support team members.
- Planned activities to enrich student development.
- Selected fresh and modern curricula, lesson plans, and technological resources for instruction.
Senior Camp Counselor
Kids Achievement Program
06.2009 - 06.2014
- Ensured a memorable summer experience for campers by consistently displaying enthusiasm, positivity, and professionalism throughout the season.
- Mentored junior counselors, providing guidance and support to ensure their professional growth.
- Utilized strong organizational skills to maintain accurate inventory of camp supplies, ensuring timely reordering when needed.
- Enhanced camper experience by developing and implementing diverse, age-appropriate activities.
- Collaborated with other senior counselors to plan special events such as talent shows, theme nights, and field trips.
- Led groups of children safely through variety of camp activities.
- Communicated with parents about campers' activities and reported concerns and suggestions to supervisor.
- Worked with children of varying age groups from 4-13 years of age, interests, skills, and developmental levels.
Education
Associate in Business - Business Administration And Management
Westchester Community College
Peekskill, NY04.2024
High school diploma - Engineering And Design
Riverside High School
Yonkers, NY06.2014
Skills
- Case documentation
- Email and telephone etiquette
- Client relationship management
- Call center experience
- Inbound and outbound calling
Skills
- Microsoft Office
Certification
Driver's License
Affiliations
- I truly enjoy singing, as well as playing instruments such as the piano.
- Book reading and journaling.
- Gardening.
References
References available upon request.
Timeline
Case Manager
Hyundai Motor America
05.2022 - Current
Customer Support
Teleperformance USA
05.2019 - 01.2021
Collections Supervisor
LAZ Parking
02.2016 - 03.2018
Summer Camp Director/Counselor
Greystone Community Center
05.2015 - 08.2015
Senior Camp Counselor
Kids Achievement Program
06.2009 - 06.2014
Driver's License
Associate in Business - Business Administration And Management
Westchester Community College
High school diploma - Engineering And Design
Riverside High School
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