Merveille Zombwesa
Dallas
Summary
Experienced in customer service, adept at managing challenging interactions with professionalism and composure. Demonstrated ability to provide accurate product information and resolve complex issues through collaboration with various departments. Developed strong customer relationships by offering personalized support, leading to enhanced satisfaction and loyalty. Proficient in utilizing CRM software for efficient data entry and follow-up communication, contributing to streamlined service processes.
Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
MCI
Farmers Branch
09.2020 - 05.2025
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided exceptional customer service to ensure customer satisfaction.
- Provided accurate information about products and services to customers.
- Answered customer inquiries via phone, email, and chat.
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified opportunities for upselling additional products or services based on customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Answered customer inquiries and provided accurate information regarding products and services.
- Implemented innovative methods for streamlining the customer service process.
- Resolved customer complaints promptly and efficiently.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Conducted regular follow-up calls with customers after resolving their issues.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Billing Representative
Capital One
Plano
03.2018 - 03.2020
- Developed strategies for improving the efficiency of the company's billing process.
- Performed data entry to update customer accounts with payment details.
- Generated invoices for services rendered according to established guidelines.
- Maintained detailed records of billing information in the company's database.
- Assisted with training new staff members on proper billing procedures and protocols.
- Ensured accuracy of all financial transactions by verifying information against source documents.
- Reviewed and processed customer invoices, credits, and payments accurately.
- Investigated customer complaints related to billing issues.
- Followed up with customers on past due balances via phone or email communication.
- Processed credit card payments from customers using secure online systems.
- Analyzed account history to identify trends or irregularities in billing processes.
- Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
- Reviewed and analyzed contracts to resolve billing issues with vendors and carriers.
- Verified patient insurance coverage, created financial plan according to treatment schedules for collections and communicated between patient and billing company regarding health insurance.
- Trained new team members on company policies and accounting systems to keep team operations productive and efficient.
- Reviewed legal claims for accuracy and issues.
- Submitted claims to insurance companies.
- Collected, posted and managed patient account payments.
- Answered customer questions to maintain high satisfaction levels.
Salesperson
Energy XXI
Denver
09.2015 - 04.2018
- Assisted customers in selecting appropriate products or services for their needs.
- Resolved customer complaints promptly and efficiently.
- Provided personalized service to build relationships with customers.
- Placed orders and answered customer questions in-person, through email, and over phone to maximize customer service.
- Developed key customer relationships to increase sales.
- Negotiated deals and handled complaints or objections.
- Drove sales of company products and services by meeting with customers using strategic and organized approach.
- Recognized security risks to properly handle situations.
- Reset store displays for special events and seasonal merchandise changes.
- Operated register, handled cash and processed credit card transactions.
- Produced sales documents, finalized deals and filed records.
- Greeted and assisted customers to foster positive experiences.
- Analyzed sales space capacities based on system parameters, securing high stock availability.
- Identified customer needs by asking questions and advising on best solutions.
Education
Associate of Science - Technology
Community College of Aurora
Aurora, CO05-2018
Skills
- Customer service
- Conflict resolution
- Product knowledge
- Data entry
- Billing processes
- CRM software
- Follow-up communication
- Training new employees
- Effective communication
- Time management
- Attention to detail
- Relationship building
- Problem solving
- Escalation management
- Product sales
- Follow-up skills
- Punctuality and reliability
- Staff training
- Opening and closing accounts
- [Software] CRM system proficiency
- Filing
- Shipping procedures
- Sales closing
- Product promotion
- Prioritization
- Customer relations
- Client relations
- Team collaboration
- Order processing
- Project management
- Calendaring
- Customer RMA management
- Strong teamwork
- Shipping and receiving
- Computer proficiency
- Verbal and written communication
- Account management
- Coordination
- Call management
- Consultative sales
- Microsoft PowerPoint
Languages
English
Full Professional
French
Full Professional
Certification
- Certification: Computer Science And Programming.•
- CompTIA Security+ - CompTIA.
- Splunk core Certifier user
Timeline
Customer Service Representative
MCI
09.2020 - 05.2025
Billing Representative
Capital One
03.2018 - 03.2020
Salesperson
Energy XXI
09.2015 - 04.2018
Associate of Science - Technology
Community College of Aurora