KaZoua Xiong
Altamonte Springs,FL
Summary
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
Sutherland Global Services
10.2024 - Current
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Built rapport with customers through active listening, empathy, and personalized interactions
- Utilized active listening techniques when interacting with customers allowing me understand their needs better leading to improved issue resolution rate
- Maintained a positive attitude and professional demeanor even when faced with challenging or difficult customers
Member Service Representative
Fairwinds Credit Union
Orlando, USA
05.2018 - 08.2024
- Inform customers of procedures for applying for services
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Refer unresolved customer complaints to designated departments for further investigation
- Check to ensure that appropriate changes were made to resolve customers' problems
- Hear and resolve complaints from customers
- Troubleshooting for Online Banking (resetting password, first time registering, update use name)
Customer Service Representative
Spectrum
Orlando, USA
04.2016 - 05.2018
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Refer unresolved customer complaints to designated departments for further investigation
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Recommend products, packaging, service, or billing methods and procedures to prevent future problems
Customer Care Center Representative
Brighthouse Networks
Orlando, USA
09.2002 - 04.2016
- Receive payment and record receipts for services
- Hear and resolve complaints from customers
- Schedule appointments for customers
- Confer with customers in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Refer unresolved customer complaints to designated departments for further investigation
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
Education
Bachelor of Science - Information Technology
Immaculata University
Immaculata, PA05.1999
Skills
- Customer Support
- Customer Service
- Call Center
- Customer Care
- Order entry
- Cash register
- Banking
- Computers and Electronics Troubleshooting
- Good with customers
- Organized
- Social Media
- Account updating
- Credit card payment processing
- Inbound and outbound calling
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Representative
Sutherland Global Services
10.2024 - Current
Member Service Representative
Fairwinds Credit Union
05.2018 - 08.2024
Customer Service Representative
Spectrum
04.2016 - 05.2018
Customer Care Center Representative
Brighthouse Networks
09.2002 - 04.2016
Bachelor of Science - Information Technology
Immaculata University