Zhakiyah King
Laurel ,MS
Summary
Proven Customer Support Specialist with a track record of enhancing first-call resolution rates at Conduent Business Services through expert complaint handling and CRM software proficiency. Skilled in fostering client loyalty and managing high-stress situations, demonstrating exceptional multitasking abilities and a commitment to customer satisfaction. Diligent Customer Service REP skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Overview
6
6
years of professional experience
Work History
Customer Support Specialist
Conduent Business Services
Hattiesburg, MS
03.2023 - 02.2024
- Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Collaborated with cross-functional teams to address complex technical problems, ensuring timely resolutions for customers.
- Demonstrated excellent multitasking abilities while juggling multiple support requests without compromising quality or efficiency.
- Supported product development teams, providing valuable insights based on customer feedback.
- Developed strong relationships with clients through consistent communication and follow-up procedures, fostering trust and loyalty.
Customer Service Representative
Maximus
Hattiesburg, MS
03.2020 - 10.2022
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
Customer Service Representative
Iqor
Meridian, MS
02.2018 - 03.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
High School Diploma -
Chickasaw High School
Mobile, AL05.2017
Skills
- Complaint Handling
- Customer Relationship Management (CRM)
- CRM Software
- Call center experience
Timeline
Customer Support Specialist
Conduent Business Services
03.2023 - 02.2024
Customer Service Representative
Maximus
03.2020 - 10.2022
Customer Service Representative
Iqor
02.2018 - 03.2019
High School Diploma -
Chickasaw High School