Summary
Overview
Work History
Education
Skills
Community Service
Summary of Qualifications
Certification
Languages
Awards
Timeline
Generic
MARYAM ALZAIDY

MARYAM ALZAIDY

Knoxville,TN

Summary

Dynamic Customer Care Representative with a proven track record at Caremark, excelling in communication and collaboration. Skilled in CRM software and active listening, I enhance client satisfaction by identifying service gaps and implementing process improvements. Passionate about facilitating customer education and onboarding, I thrive in fast-paced environments.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Customer Care Representative

Caremark
Knoxville, TN
08.2022 - Current
  • - Support the delivery and education of healthcare products while resolving user issues with clarity and patience
  • - Maintain detailed client interaction records to identify trends and suggest improvements in service and system workflows
  • - Collaborate with product and cross-functional teams to enhance operational processes and client satisfaction
  • - Provide onboarding support for new team members, sharing communication techniques and system workflows

Call Center Teller

First Horizon Bank
Knoxville, TN
02.2022 - 05.2022
  • - Handled customer inquiries related to accounts, discrepancies, and banking solutions, building rapport and trust
  • - Helped introduce new banking products by tailoring explanations to user needs and increasing product adoption
  • - Identified common service gaps and communicated feedback to the branch team

Vaccination Call Center Representative

Xtend Healthcare
, TN
01.2021 - 05.2021
  • - Scheduled appointments, communicated service details, and supported large-scale rollout logistics
  • - Maintained high call volume accuracy, documented caller needs, and improved appointment efficiency
  • - Assisted in a state-level public health initiative, learning customer-facing crisis communication strategies

Education

Bachelor of Business Administration -

Carson-Newman University
Jefferson City, TN
08.2025

Associate of Science -

Pellissippi State Community College
Knoxville, TN
05-2022

Skills

  • Communication and collaboration
  • Presenting complex information clearly and empathetically
  • Facilitating customer education and feedback loops
  • Active listening and persuasion
  • Product Insight & Planning:
  • Supporting lifecycle awareness and documentation
  • Identifying recurring issues and recommending process improvements
  • Goal setting, problem solving, and prioritization
  • Leadership and organization
  • Training and onboarding support
  • - Coordinating tasks across teams
  • Time management and multitasking
  • Technical Skills:
  • - CRM Software Microsoft Excel, Word, Outlook Cloud-based call tools
  • Fluent in English and Arabic

Community Service

  • YMCA Knoxville, Volunteer, Knoxville, 2015, 2018, - Tutored refugee children in English, improving communication skills and cultural awareness
  • Belle Morris Elementary, Volunteer, 2017, - Supported students in garden and classroom activities, fostering leadership and teamwork
  • Dogwood Elementary, Volunteer, 2020, - Led planning and coordination of classroom holiday events, enhancing event management skills

Summary of Qualifications

  • - Strong interpersonal and communication skills; bilingual in English and Arabic
  • - Adept in conflict resolution, CRM systems, and service documentation
  • - Experienced in identifying user pain points and supporting product and process improvements
  • - Fast learner with initiative and adaptability across healthcare, banking, and public service sectors
  • - Proficient in Microsoft Office Suite and CRM tools (e.g., Salesforce, proprietary systems)

Certification

  • - Peregrine Global Services Certificate
  • - Hope Scholarship (2018–Present)
  • - Project GRAD Scholarship (2018–2021)

Languages

Fluent in English and Arabic

Awards

- ESL Achievement Award (2014), - Tennessee Promise Scholarship

Timeline

Customer Care Representative

Caremark
08.2022 - Current

Call Center Teller

First Horizon Bank
02.2022 - 05.2022

Vaccination Call Center Representative

Xtend Healthcare
01.2021 - 05.2021

Bachelor of Business Administration -

Carson-Newman University

Associate of Science -

Pellissippi State Community College

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