Laila Ziraoui
Jacksonville,FL
Summary
Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. Customer-focused Representative with a proven capacity to troubleshoot issues to ensure customer satisfaction. Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Highly enthusiastic customer service professional with 4 years client interface experience. Data Entry specialist adept at developing and maintaining databases. Certified in 10-key and highly skilled at creating effective organizational and filing systems. Detail-oriented professional with strong technical skills and the ability to learn concepts quickly. Resourceful representative who consistently meets and exceeds productivity goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Phlebotomy Specialist
A Plus CNA Training
2023.01 - Current
- Maintained a clean and safe work environment, adhering to infection control protocols and best practices.
- Provided support to colleagues during high-volume periods or challenging cases, fostering a positive team environment.
- Assisted in training new staff members on proper phlebotomy techniques, resulting in a more skilled workforce.
- Performed venipuncture using various techniques including straight needle, butterfly needle, syringe methods to accommodate diverse patient needs.
- Built strong relationships with patients through clear communication and empathetic care during blood draws.
- Updated patient records accurately, contributing to better overall continuity of care for each individual.
- Demonstrated excellent manual dexterity during blood draws, ensuring minimal discomfort for patients throughout the procedure.
- Streamlined the phlebotomy process for improved turnaround times and increased productivity.
- Collected blood samples in accordance with laboratory protocols and regulations.
- Participated in quality improvement initiatives, enhancing laboratory efficiency and safety measures.
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
- Adhered to HIPAA standards and maintained patient confidentiality in all interactions.
- Verified patients' identification for proper sample collection.
- Spoke with patient to gather information for lab records, reduce fear, or anxiety and optimize cooperation.
- Assisted in training and onboarding new phlebotomists.
Service Desk
Walmart
2017.01 - 2018.04
- Processed merchandise returns and exchanges
- Generated leads for new sales through telephone and email contact with customers
- Replenished merchandise shelves with items from the stockroom
- Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning
- Communicated all merchandise needs or issues to appropriate supervisors
- Recommended, selected and helped locate merchandise based on customer needs and desires
- Assisted customers in finding out-of-stock items
- Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service
- Guaranteed positive customer experiences and resolved all customer complaints
- Assisted customers with store and product complaints
- Resolved product/policy issues and shared benefits of new technology
- Trained new cashiers on procedures, customer service and sales techniques.
Customer Service Call Center
Cuervas & Jones
2016.01 - 2018.12
- Effectively managed a high-volume of inbound and outbound customer calls
- Answered a constant flow of customer calls with up to 15 calls in queue per minute
- Gathered and verified all required customer information for tracking purposes
- Defused volatile customer situations calmly and courteously
- Accurately documented, researched and resolved customer service issues
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Managed high call volume with tact and professionalism
- Managed call center from initial start-up to full operational status
- Met or exceeded service and quality standards every review period
- Developed all process controls and metrics for daily management of the Call Center.
Service Receptionist
Habibi Bar and Grill
2015.01 - 2020.08
- Facilitated prompt and accurate seating and service of all guests
- Maintained a professional tone at all times, including during peak rush hours
- Received frequent customer compliments for going above and beyond normal duties
- Continually kept carpets and floor clear of debris
- Served customers in eateries that specialized in fast and inexpensive carry-out food
- Responded to resident or guest complaints regarding food or service
- Communicated with customers regarding orders, comments, and complaints.
Receptionist
ED & Y Transportation
2011.01 - 2013.01
- Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences
- Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information
- Maintained the front desk and reception area in a neat and organized fashion
- Planned meetings and prepared conference rooms
- Maintained an up-to-date department organizational chart
- Created PowerPoint presentations used for business development
- Made copies, sent faxes and handled all incoming and outgoing correspondence
- Dispersed incoming mail to correct recipients throughout the office
- Prevented store losses using awareness, attention to detail and integrity
- Verified that information in the computer system was up-to-date and accurate
- Assisted with payroll preparation and entered data into cumulative payroll document.
Education
High School Diploma -
Crestview High School
Crestview, FL12.2013
Skills
- Customer Relations
- Type - 50 wpm
- Everyday Business Etiquette
- Staff Supervision/Training
- Filing
- Complaint/Enquiry Resolution
- Critical Problem Analysis/Resolution
- Client Scheduling
- Back and Front Office Operations
- Workflow Management
- Communicated with customers daily
- Communicated information clearly and accurately
- Committed to the assistance and support of others while maintaining a cheerful and helpful attitude
- Built rapport with customers through effective and precise communication
- Successfully assisted customers in merchandise selection
- Trained both new and existing personnel in company customer service protocol
- Developed credibility and confidence with customers
- Analyzed problems and anticipated customers' needs
- Researched requests, checked availability, and, if necessary, recommended alternative products
- Handled customer inquiries and complaints
- Dealt tactfully and effectively with difficult customers
- Demonstrated skill in providing excellent customer service
- Maintained positive customer relationships
- Maintained positive company image during difficult situations
- Operated cash registers and computer input applications
- Processed all general customer service requests
- Proven ability to interact effectively with clients and staff at all levels
- Problem Resolution
- First Call resolution
- Customer Relationship Management
- Appointment Scheduling
- Computer Skills
- Teamwork and Collaboration
Certification
- PT - Phlebotomy Technician
- Licensed Lab Technician - Jan 2023-Present
- First Aid/CPR Certified
Timeline
Phlebotomy Specialist
A Plus CNA Training
2023.01 - Current
Service Desk
Walmart
2017.01 - 2018.04
Customer Service Call Center
Cuervas & Jones
2016.01 - 2018.12
Service Receptionist
Habibi Bar and Grill
2015.01 - 2020.08
Receptionist
ED & Y Transportation
2011.01 - 2013.01
High School Diploma -
Crestview High School
- PT - Phlebotomy Technician
- Licensed Lab Technician - Jan 2023-Present
- First Aid/CPR Certified
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