Heather Zongua-Cardon
Tallahassee
Summary
Results-driven professional specializing in customer relationship management and transaction processing. Enhances member experiences through effective communication and problem-solving. Develops and implements membership strategies that boost retention rates and improve service delivery. Fosters community relations and facilitates communication between members and organizational leadership.
Overview
21
21
years of professional experience
Work History
MEMBER SPECIALIST II
LOYALTY CU
Crawfordville
07.2020 - Current
- Achieved goals for member experience and transaction accuracy, resulting in consistent growth.
- Collaborated with team members to enhance service delivery standards, ensuring consistent member satisfaction.
- Addressed member feedback and complaints promptly, contributing to retention of satisfaction levels.
- Educated members on product services and promotional offerings.
- Performed regular audits to ensure compliance with company policies and procedures.
- Processed cash and check deposits daily, ensuring accuracy.
- Greeted members upon arrival, providing assistance throughout their visit.
- Conducted follow-up calls with members to confirm satisfaction with services provided.
Customer Service Representative
WALMART
CRAWFORDVILLE
01.2016 - 06.2020
- Resolved customer complaints to enhance customer satisfaction and uphold store reputation.
- Enhanced shopping experience by assisting customers with inquiries and product selection.
- Processed transactions accurately using point-of-sale systems for efficient checkouts.
- Handled returns and exchanges per company procedures to drive satisfaction.
- Developed strong customer relationships through friendly interactions, fostering loyalty and encouraging repeat business.
- Trained new employees on customer service protocols and store policies.
- Tracked orders from initiation to delivery, ensuring on-time fulfillment and improving customer experience.
- Maintained cleanliness and safety standards across sales floor and aisles.
Key Holder Leader
DOLLAR GENERAL
Bradenton
12.2008 - 03.2011
- Supervised store operations to ensure compliance with company policies and procedures.
- Trained and mentored team members, enhancing customer service skills.
- Managed inventory levels and facilitated merchandise restocking on sales floor.
- Coordinated cash handling procedures and performed daily register audits.
- Assisted in implementing loss prevention strategies to minimize shrinkage.
- Organized promotional displays to attract customers and drive sales.
- Maintained cleanliness and organization of store environment for optimal shopping experience.
- Conducted regular inventory counts to ensure stock accuracy.
Accounts Payable and Receivable Clerk
WATERBOY INC
Bradenton
10.2005 - 05.2008
- Processed invoices to ensure timely payments and accurate record-keeping.
- Reconciled accounts payable and receivable statements monthly for financial accuracy.
- Maintained vendor relationships through effective communication and support.
- Prepared and distributed payment reports to relevant departments for transparency.
- Utilized accounting software for efficient tracking of payments and receipts.
- Handled customer inquiries regarding billing discrepancies with promptness.
- Supported audits by providing necessary documentation and reports swiftly.
- Monitored customer account details for payment activity to prevent discrepancies.
Education
GED -
PASCO HIGH SCHOOL
Dade City, FLSkills
- Transaction processing
- Payment processing
- Cash handling
- Account reconciliation
- Banking operations support
- Service delivery improvement
- Compliance auditing
- Member onboarding
- Membership renewals
- Cross-selling
- Product sales
- Sales support
- Customer relationship management
- Call center experience
- Customer service and support
- Effective communication
- Problem solving
- Team collaboration
- Dispute resolution
- Multitasking abilities
- Recordkeeping strengths
- Member education
- Inbound call answering
- Professional demeanor
- Member correspondence
- Data entry accuracy
Timeline
MEMBER SPECIALIST II
LOYALTY CU
07.2020 - Current
Customer Service Representative
WALMART
01.2016 - 06.2020
Key Holder Leader
DOLLAR GENERAL
12.2008 - 03.2011
Accounts Payable and Receivable Clerk
WATERBOY INC
10.2005 - 05.2008
GED -
PASCO HIGH SCHOOL