Derrinee Zacharie
Summary
Dedicated Customer Service Representative with strong skills in issue resolution and enhancing customer satisfaction. Excels in delivering timely solutions and fostering loyalty through effective communication. Experienced in managing multiple tasks while prioritizing customer needs and driving process improvements.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Faithful Solutions
Houston, TX
09.2024 - 02.2026
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customers with inquiries and resolved issues efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved customer complaints by utilizing effective communication and problem-solving skills to enhance satisfaction.
- Resolved customer complaints promptly and efficiently.
- Engaged customers in conversations to identify needs, resolve issues, and provide tailored product information.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Cultivated strong customer relationships through personalized assistance and proactive support.
- Developed strong customer relationships to encourage repeat business.
- Identified and recommended additional products or services that aligned with customer needs.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Collaborated with team members to improve service delivery and response times.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Documented customer interactions to ensure accurate records for future reference.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Monitored order tracking from initiation to completion, ensuring timely delivery and customer updates.
- Monitored order progress from initiation to delivery from start to finish to ensure timely delivery of goods or services.
- Evaluated customer service processes, identifying improvement opportunities and proposing actionable changes.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Conducted regular follow-up calls with customers after resolving their issues.
- Implemented innovative methods for streamlining the customer service process.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Updated databases with new and modified customer data.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Customer Support Specialist
Manhattan Life Insurance
Houston, Texas
02.2020 - 08.2024
- Handled escalated customer concerns with professionalism and empathy.
- Educated clients on tailored coverage options and benefits, enhancing their understanding and satisfaction.
- Assisted customers with inquiries regarding insurance policies and claims.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Resolved escalated customer concerns with professionalism, ensuring a positive experience.
- Processed policy applications and maintained accurate customer records.
- Coordinated with underwriting teams to resolve policy issues efficiently.
- Utilized CRM software to track interactions and follow-up tasks effectively.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Conducted training sessions for new team members on customer service protocols.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Investigated customer complaints regarding product quality or service rendered.
- Compiled detailed reports on customer feedback, offering actionable insights for management to enhance service quality.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Audited customer account information to identify issues and develop solutions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Engaged with customers to understand their needs and provide appropriate solutions.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Recorded all customer interactions into the database system accurately and completely.
- Prepared daily activity reports summarizing activities related to customer support requests.
- Processed customer account changes with proprietary software.
- Identified areas of improvement in existing processes or procedures used for providing support services.
- Assisted in developing training materials related to new products or services being released.
- Researched customer inquiries using available resources such as FAQs and online forums.
- Applied consultative approach to collect information on customer service, account and technical concerns.
- Supported customers during product installation, helping troubleshoot issues and answering usage questions.
- Monitored trends in incoming requests from customers for identifying potential problems or opportunities for improvement.
- Developed innovative strategies to enhance customer experience with products, leading to increased satisfaction and loyalty.
- Resolved issues with first call and escalated more complex issues to obtain necessary customer support.
- Coordinated with third-party vendors to resolve escalated customer issues.
- Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced environment.
- Participated in team meetings to discuss strategies for improving customer experience.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Caregiver
Majestic Staffing
Houston, Texas
09.2017 - 01.2020
- Assisted clients with bathing, dressing, and personal grooming in a respectful manner.
- Encouraged client independence by teaching self-care skills in bathing, grooming, and toileting, resulting in enhanced confidence.
- Assisted clients with daily living activities and personal care tasks.
- Provided emotional support for clients who were experiencing depression or anxiety due to their illness or disability.
- Cultivated companionship for elderly clients through engaging conversations and recreational activities, contributing to improved emotional well-being.
- Monitored client health and reported changes to healthcare professionals promptly.
- Administered prescribed medications on a timely basis following care plan instructions.
- Followed care plan and directions to administer medications.
- Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
- Observed changes in behavior or physical condition that may require medical attention and reported them promptly to supervisor.
- Communicated effectively with clients to understand their needs and preferences.
- Collaborated with family members to develop personalized care plans for clients.
- Documented daily activities and care provided in client records accurately.
- Ensured safety and cleanliness of client environments to promote health and well-being.
- Ensured cleanliness and organization of client living space to promote safety and comfort.
- Helped maintain the safety of the client's environment by removing hazards such as rugs or furniture that could cause falls.
- Performed light housekeeping tasks related to the client's care such as laundry and changing linens.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Assisted with ambulation by providing support during transfers from bed to chair or wheelchair.
- Established a safe environment for clients by identifying and addressing potential hazards. and positive living situations for clients by communicating with family and other staff about concerns or challenges.
- Enhanced patient outlook and daily living quality by providing compassionate care tailored to individual needs.
- Encouraged residents to participate in activities of daily living to enhance personal dignity.
- Washed and sanitized clients' clothing and bedding to reduce infection risks.
- Respected the rights of each individual client while maintaining confidentiality of all personal information.
Education
Bachelor of Science - Healthcare Management & Administration
University of Phoenix
Tempe, AZ05-2029
Skills
- Customer service
- Problem solving
- Effective communication
- Team collaboration
- Conflict resolution
- Data analysis
- Project management
- Client relationship management
- Healthcare regulations
- Report creation
- Reading comprehension
- Refunds processing
- Multitasking and organization
- Account management
- Task prioritization
- Refund management
- Problem resolution
- Call center procedures
Accomplishments
- Dean's List 2024
Timeline
Customer Service Representative
Faithful Solutions
09.2024 - 02.2026
Customer Support Specialist
Manhattan Life Insurance
02.2020 - 08.2024
Caregiver
Majestic Staffing
09.2017 - 01.2020
Bachelor of Science - Healthcare Management & Administration
University of Phoenix