Zuriel Pennie
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Evaluation Specialist
Western Governors University
10.2022 - Current
- Evaluate and explain documentation and requests as they relate to WGU, U.S Department of Education, and other policies to determine applicability to the student record
- Exercise independent judgment and discretion, particularly in matters relative to sensitive or confidential student records and organizational matters
- Demonstrate strong professional written and verbal communication skills
- Ability to think critically and assess information
- Demonstrated an ability to research and analyze information and come to proper conclusions, driven by policies and procedures
- Understand how to apply FERPA regulations to business processes.
Enrollment Counselor
Western Governors University
12.2019 - 10.2022
- Answering questions for prospective students about applying, and WGU programs
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Handling the student's online data and application to WGU
- Helps maintain and organize data to ensure nothing is lost or missing
- Working with other departments on internal service requests for things like transcripts, prerequisites, admissions decisions, employer discounts, and more
- Discussing specific program details with students.
Assistant Team Lead
Computershare Fund Services
12.2018 - 12.2019
- Ensures that Customer Service Representatives are supported in carrying out their duties; provides on-the-job training, coaching, and mentoring of team members to improve performance and effectiveness
- Supports Customer Service Representatives responding to the day-to-day customer service activities generated by stakeholders with relation to accounts in a wide range of companies and businesses.
- Mentored and guided employees to foster proper completion of assigned duties.
- Managed team workload to reach targets for specific tasks.
- Managed team workload to reach production targets.
- Worked with customer service to handle escalated customer issues.
- Focuses on the satisfaction of customer needs and resolves complaints or conflict situations with appropriate regard for achieving a satisfactory outcome for all stakeholders
- Oversaw up to 50 agents.
Call Center Supervisor/Staffing Assistant
ReconMR
05.2018 - 12.2018
- Answer call center employees' questions regarding best practices or dealing with difficult situations
- Help lead all training and onboarding initiatives
- Monitors operations to ensure adherence to service level standards and company/department policies and procedures
- Responsible for up to 35 agents every shift
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Organized new employee orientation schedules for new hires.
Proxy Solicitor
Computershare Fund Services
01.2017 - 05.2018
- Conduct outbound and inbound calls to confer to solicit proxy votes from existing shareholders by telephone
- Kept records of customer interactions and/or votes, recording details of interactions, or comments, as well as actions taken.
- Followed scripted questionnaires verbatim to collect research data.
- Performed data entry, electronic data collection and tracing to support project research.
- Convinced unwilling individuals by using logical, persuasive rebuttals.
- Used specified forms to compile, record and code results or data from interviews and surveys.
- Reviewed collected data obtained from interviews for completeness and accuracy.
Payment Processor
United Recovery Systems
09.2015 - 07.2016
- Relay billing statements and invoices to customers
- Monitored accounts to verify compliance with payment terms and schedules.
- Developed and maintained positive relationships with clients to maximize collections.
- Followed up overdue payments and payment plans from clients to establish good cash flow.
- Negotiated payment arrangements with customers to establish timely receipt of payments.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Set up payment arrangements and review outstanding principal on loans
- Document and catalog all payments and oversee credit card transactions made by customers.
Assistant Deli Manager
Village Foods
05.2013 - 09.2015
- Attended to customers by taking orders, resolving complaints and issues and operating cash register to take payments.
- Operated slicer and price computing scale to accurately slice, weigh and label meat products.
- Controlled freshness of products by rotating and removing out of code merchandise.
- Prepared and placed meat cuts and products in display counter to catch shopper's eye and boost sales.
- Observed quality assurance standards to optimize freshness of deli products.
- Inventoried food products and associated materials on weekly basis.
- Controlled inventory costs by carefully managing portion control and reducing waste.
Education
Associate of Science - Business
Blinn College
Bachelor of Science - Business Administration And Management
Western Governors University
Skills
- Detail and Deadline Oriented
- Microsoft Excel (Intermediate)
- Adaptability
- Time management
- Emotional Intelligence
- Emotional Support
- Staff Development
Timeline
Evaluation Specialist
Western Governors University
10.2022 - Current
Enrollment Counselor
Western Governors University
12.2019 - 10.2022
Assistant Team Lead
Computershare Fund Services
12.2018 - 12.2019
Call Center Supervisor/Staffing Assistant
ReconMR
05.2018 - 12.2018
Proxy Solicitor
Computershare Fund Services
01.2017 - 05.2018
Payment Processor
United Recovery Systems
09.2015 - 07.2016
Assistant Deli Manager
Village Foods
05.2013 - 09.2015
Associate of Science - Business
Blinn College
Bachelor of Science - Business Administration And Management
Western Governors University
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