Zahnirah S. Greene
Customer Service Representative/ Customer Care Specialist
Newark,De
Summary
Knowledgeable and dedicated customer service professional with extensive experience, a very solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
9
9
years of professional experience
Work History
Customer Service Representative /Specialist
Horizon Services
Newark, DE
06.2021 - Current
- Process complaints and issues related to products or services
- Th help customers complete purchases, upgrades, and returns, and frequently provide advice and technical assistance as well
- They generally work in office environments, call centers, or from their homes
- Responsible for investigating and performing a root cause analysis on escalations as defined in the team’s processes and procedures
- Retain and analyze information
- Prioritize and handle multiple tasks simultaneously, working efficiently and effectively under deadlines
- Apply common sense understanding in order to carry out instructions furnished in written, oral, or diagram form
- Thoroughly and efficiently gather Restaurant information, access and fulfill Restaurant needs, educate the Restaurant where applicable to prevent the need for future contacts and document interactions through contact tracking
- Analyze and report trends from Restaurant feedback, to determine needed process improvements
- Ensure that all business-related items are successfully and professionally communicated either verbally or in writing, both internally and externally
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the Restaurants experience
- Provide back up or assist other departments as assigned
- Creation of phone, email, and faxed product orders in the appropriate database
- Perform the release of all product orders to the appropriate distribution center for shipping upon completed verification of shipment eligibility
- Verify pharmacy product eligibility for risk managed product orders using the risk management system
- Verification of valid ship-to licensing (inclusive of name, address and license expiration) for every product order
- Documenting and submitting orders that require outbound follow up
- Creating Return Material Authorizations for direct, third party returns, and sample returns
- Creation and mailing of patient return authorizations and outbound packages
- Processing and appropriate inter-departmental notification / escalation of product complaints
- Identify inaccurate and/or incomplete orders and follow up with the wholesaler/pharmacy to resolve
- Required to maintain knowledge of company products
- Responsible for a general understanding and proficiency in all database functionality
- Assist with special projects as needed
- Attend assigned training as scheduled and complete quizzes as required
- Effectively communicate with both internal and external customers
- Maintain a diminutive error rate
- Thoroughly and efficiently gather client information, access and fulfill their needs, educate the restaurants and clients where applicable to prevent the need for future contacts and document interactions through detailed notations
- Manage large amounts of incoming phone calls
- Generate sales leads
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
General Manager/ Key Holder
Dairy Queen
Christiana, DE
04.2018 - 09.2021
- Oversees entire restaurant operations
- Completes US FOOD ORDER, Cleans and Disassemble Machines Weekly
- Promotes proper product production
- Ensures 100% cleanliness throughout store and storage areas
- Inventory, personnel, sales, and marketing for the restaurant
- Ensures restaurant is operated within operational guidelines established by owner and franchisor.
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
- Boosted productivity by consolidating material planning, data collecting, payroll and accounting programs into one main system.
Clerical/Customer Service
Big Lots
Elkton, MD
02.2018 - 06.2019
- Respond to incoming calls and transfer call to appropriate personnel
- Perform basic opening and closing duties detailing in counting register, picking up cash through-out the day and if closing totaling drawers for night drop
- Compare merchandise invoices to items actually received to ensure that shipments are correct
- Perform various clerical duties that include; photocopying, sorting incoming mail, placing postage on outgoing mail and verify each invoice for items received before placing in file to be paid
- Receive, open, unpack and issue sales floor merchandise
- Train new hires for clerical and cashiering task
- Monitor security cameras to minimize theft within the store
- Take inventory or examine merchandise to identify items to be reordered or replenished to receive damaged
- Answer all customers' questions about merchandise and assist customers on merchandise selection
- Process clerical transactions, typing memo’s, letter’s and batching cash pick for bank deposit
- Requisition merchandise from supplier based on available space, merchandise on hand, customer demand, or advertised specials
- Stamp, attach, or change price tags on merchandise, referring to price list
- Educated customers on best-fit selections by listening to personal desires and purchase limitations.
- Resolved concerns with products or services to help with retention and drive sales.
- Issued receipts and processed refunds, credits or exchanges.
- Organized efficient service responses by directing visitors and callers to correct personnel.
- Wrote and proofed orders to reflect proper pricing and discounts.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Checked order details against account information to minimize errors and unnecessary delays.
- Placed new merchandise on shelves and racks in appealing, organized arrangements to drive sales.
- Processed payments and returns with accuracy and efficiency.
Fast Food Cashier/Clerical Worker
Wendy’s, Marshallton DE
01.2015 - 01.2018
- Received payment by cash, check, credit cards, vouchers, or automatic debits
- Issued receipts, refunds, credits, or change due to customers
- Assisted customers by providing information and resolving their complaints
- Counted money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change
- Assisted with duties in other areas of the store, such as monitoring bagging and carrying out customers’ items
- Communicating with Persons Outside Organization
- Coordinating the Work and Activities of lower level associates
- Trained new hires on cashier and grill
- Analyzed Data or Information
- Performed all clerical task; matching invoices to items received, counting goods to ensure correct amount was delivered
- Created order for bills to be paid
- Filed paid bills
- Ensured that each bill was paid on-time monthly by setting 7 day alerts in GMAIL
- Maintained inventory of all items in the restaurant allowing me to keep track of items that were needed and the amount
- Monitored self-checkout systems and provided assistance or intervention where required.
- Resolved customer complaints independently or with aid of supervisor.
- Assisted counter staff in packing ready orders and distributing to customers.
- Made change and issued receipts or tickets to customers for each transaction.
- Compiled bank of collected revenue once predetermined amount of money had been reached.
- Maintained current knowledge of pre-check and cashiering procedures.
- Operated and sanitized kitchen and food preparation equipment.
- Performed cash, card and check transactions to complete customer purchases.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Demonstrated product features, answered questions, and redirected objections to highlight positive aspects.
Restaurant Server
Cuzino's By Ninos
Elkton, MD
08.2017 - 12.2017
- Prepared checks that itemized and total meal costs including sales taxes
- Served meals or beverages to patrons and prepared or served specialty dishes at tables as requested
- Collected payments from customers, cash or credit card
- Checked with customers to ensure that they were enjoying their meals and took action to correct any problems
- Prepared tables for meals, including setting up items such as linens, silverware, and glassware
- Performed food preparation duties such as preparing salads, appetizers, and cold dishes, portioning desserts, and brewing coffee
- Coordinated the work and activities of others on my shift
- Processed Information
- Documented Recording Information
- Guided, Directed, and Motivated Subordinates
- Replenished food items, paper products and canned goods to keep pantry well-stocked during busy periods.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Greeted new customers, discussed specials and took drink orders.
- Checked identification for minimum age for sale of alcoholic beverages.
- Achieved monthly sales goals by using successful strategies to promote specials, desserts and alcoholic beverages.
- Applied comprehensive knowledge of wine, cider and beer to increase daily beverage sales.
- Stored food in designated containers and storage areas to increase shelf life, improve kitchen organization and provide easy access during busy peak service times.
Education
School Diploma -
Delaware Academy of Public Safety and Security, DE High
Skills
Complaint resolution
Report preparation
Sales expertise
Account management
Multi-line phone talent
Professional telephone demeanor
Technical Support
Administrative support
Creative problem solving
Service standard compliance
Good communication skills
Customer Relations
Warehousing practices and procedures
Excellent written and oral communication
Logging call information
Sales and marketing
Data Entry
Additional Information
- Prioritize and handle multiple tasks simultaneously, working efficiently and effectively under deadlines Apply common sense understanding in order to carry out instructions furnished in written, oral, or diagram form Thoroughly and efficiently gather Restaurant information, access and fulfill Restaurant needs, educate the Restaurant where applicable to prevent the need for future contacts and document interactions through contact tracking Analyze and report trends from Restaurant feedback, to determine needed process improvements Ensure that all business-related items are successfully and professionally communicated either verbally or in writing, both internally and externally Continuously evaluate and identify opportunities to drive process improvements that positively impact the Restaurants experience Provide back up or assist other departments as assigned Creation of phone, email, and faxed product orders in the appropriate database Perform the release of all product orders to the appropriate distribution center for shipping upon completed verification of shipment eligibility Verify pharmacy product eligibility for risk managed product orders using the risk management system Verification of valid ship-to licensing (inclusive of name, address and license expiration) for every product order Documenting and submitting orders that require outbound follow up Creating Return Material Authorizations for direct, third party returns, and sample returns Creation and mailing of patient return authorizations and outbound packages Processing and appropriate inter-departmental notification / escalation of product complaints Identify inaccurate and/or incomplete orders and follow up with the wholesaler/pharmacy to resolve Required to maintain knowledge of company products Responsible for a general understanding and proficiency in all database functionality Assist with special projects as needed Attend assigned training as scheduled and complete quizzes as required Effectively communicate with both internal and external customers Maintain a diminutive error rate Thoroughly and efficiently gather client information, access and fulfill their needs, educate the restaurants and clients where applicable to prevent the need for future contacts and document interactions through detailed notations Manage large amounts of incoming phone calls Generate sales leads Identify and assess customers’ needs to achieve satisfaction Build sustainable relationships and trust wit
Accomplishments
- Telephone Service - Professionally processed 300+ calls per day, providing information and service to ensure customer satisfaction.
- Resolved product issue through consumer testing.
- Supervised team of 30 staff members.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- CPR Certified Until 2025
Timeline
Customer Service Representative /Specialist
Horizon Services
06.2021 - Current
General Manager/ Key Holder
Dairy Queen
04.2018 - 09.2021
Clerical/Customer Service
Big Lots
02.2018 - 06.2019
Restaurant Server
Cuzino's By Ninos
08.2017 - 12.2017
Fast Food Cashier/Clerical Worker
Wendy’s, Marshallton DE
01.2015 - 01.2018
School Diploma -
Delaware Academy of Public Safety and Security, DE High