Zion Shakur
San Diego,CA
Summary
Proven track record in enhancing customer satisfaction and operational efficiency. Skilled in CRM software and strategic decision-making, as well as exceling in customer service and problem-solving. Achieved significant improvements in call quality and sales conversion rates, demonstrating resilience under pressure and a goal-oriented approach. Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed, and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
41
41
years of professional experience
1
1
Certification
Work History
Cashier
Ace Parking Management
11.2022 - 02.2023
- Accurately processed cash and credit card transactions enhancing customer satisfaction and ensuring smooth operations.
- Conducted cash reconciliation twice a shift, ensuring precise cash drawer management and financial integrity.
- Artfully operated computerized parking systems, facilitating a seamless flow and reduced wait times.
- Provided world-class customer service by addressing customer needs, answering inquiries and resolving concerns with warmth and professionalism.
Telemarketing Agent
Manifest Direct Marketing, LLC.
08.2020 - 03.2022
- Completed daily outbound cold calling to homeowners nationwide, promoting advantages of home refinancing.
- Enhanced company reputation by expertly identifying and qualifying prime candidates for refinancing by assessing their financial profiles and market conditions.
- Seamlessly transferred prospect to Licensed Loan Officer in real-time to discuss numbers and close.
- Awarded "Rising Star" Trophy by ownership for being in Top 5 of revenue generators for 2021.
Telefundraiser
Big Game Promotions Inc.
San Diego, , CA
03.2014 - 08.2020
- Initiated 250 outbound cold calls daily, raising funds for high school athletic programs nationwide, exceeding personal goals through consistent performance and diligent efforts to improve call techniques..
- Built trust with potential donors by providing transparent information about how funds would be allocated within organizations.
- Efficiently managed time to maximize number of quality calls made during each shift, increasing overall campaign success.
- Consistently met or surpassed daily call quotas, contributing to overall success of fundraising campaign.
Call Center Representative
Harte-Hanks Market Intelligence
San Diego, CA
11.2011 - Current
- Warm called perspective B2B customers to determine IT product or service needs, ascertain timelines and identify decision-makers.
- Established strong professional relationships with key industry influencers, expanding reach of promotional efforts exponentially.
- Developed comprehensive understanding of company's products and services in order to accurately portray value propositions during outreach efforts, leading to increased brand credibility and trust.
- Adapted quickly to evolving market conditions or company priorities by adjusting lead generation strategies when necessary.
Collections Account Manager
Roma, Murphy, And Horowitz
05.2009 - 09.2011
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Through proactive outreach, made contact with "C" level business executives regarding their delinquent accounts receivable, offering proven collection tactics to successfully recoup revenue deemed unrecoverable.
- Maximized revenue generation through consistent follow-up on additional overdue commerciall accounts, applying persistence and professional communication skills to secure collection contracts..
- Increased client retention rates by consistently delivering exceptional customer service during challenging account research scenarios.
- Managed high-volume of commercial accounts while maintaining detailed notes on all communications for future reference or legal proceedings if necessary.
- Developed strong relationships with clients by demonstrating empathy, understanding their financial circumstances, and offering personalized assistance throughout debt recovery process.
Inbound Call Center Representative
Dialamerica Marketing
02.2006 - 02.2009
- Answered phone with friendly greeting to create positive inbound calling experience for customers of US Bank.
- Offered low-interest credit card to qualified US Bank members in both English and Spanish languages, expanding the reach of the call center's impact, thus adding value.
- Maintained strict adherence to data protection regulations when handling customer information, ensuring confidentiality and security at all times.
- Assisted team members with challenging calls, providing guidance and support to ensure positive outcomes.
- Received recognition as an exemplary employee for consistently maintaining high levels of professionalism under pressure.
Customer Support Specialist
Luth Research
05.2004 - 01.2007
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction on market research website SurveySaavy.com
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations for online community members.
- Responded by telephone, email or instant message to questions about surveys completed and compensation earned..
- Utilized CRM systems effectively to track member interactions, document detailed case notes, and access relevant account information quickly when needed.
Sales Verification Supervisor
Main Street Marketing, Inc.
04.1997 - 03.2001
- Handled customer complaints, resolved issues, and adjusted guidelines to meet changing needs.
- Maintained compliance with company policies, objectives, and communication goals by monitoring all TSR calls.
- Confirmed all new call center sales and recorded acceptance for voice verification.
- Mentored newly hired employees on operating equipment and sales and developed training leafletl to use for reference.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Assistant Telemarketing Manager
ICT Inc
03.1992 - 08.1997
- Developed creative incentives to motivate team members toward achieving sales goals selling consumers on new discount long-distance telephone service.
- Monitored call quality and provided timely feedback to improve staff performance.
- Developed and executed successful telesales training programs for new hires, resulting in higher retention rates.
- Managed a team of 10 telemarketers, ensuring high performance through effective coaching and guidance.
- Led by example in maintaining a high level of professionalism and commitment to excellence within the telemarketing department.
Lead Telemarketer
Custom Home Products Of America
09.1988 - 03.1992
- Maintained compliance with relevant regulations while conducting outbound calls, setting appointments for homeowners to receive demonstration of duel-paned windows from CHP Field Representative.
- Utilized CRM software effectively to maintain organized records of prospect information and interaction history.
- Implemented training programs to increase productivity and better quality appointments within the team..
- Coordinated cross-functional communication between departments to ensure alignment of sales objectives and business goals.
- Monitored call quality and provided constructive feedback, elevating overall team performance.
- Streamlined call scripts for better efficiency, resulting in higher quality leads acquired.
Data Processing Technician 3rd Class
United States Naval Service
07.1986 - 11.1988
- Mastered various software tools for efficient handling of complex data processing tasks.
- Enhanced data accuracy by meticulously processing and validating raw information.
- Demonstrated strong attention to detail, ensuring the accuracy and completeness of processed datasets before they were submitted to command.
- Adhered to strict secrecy guidelines while handling sensitive military information, maintaining confidentiality at all times.
Telemarketing Supervisor
Beachtown Marketing
06.1983 - 07.1986
- Called warm and cold prospects to promote the purchase of trash can liners, proceeds going to the Cal-Diego Paralyzed Veterans Program.
- Overcame initial customers' call objections with strong scripts and used persuasive techniques to redirect skeptical callers toward purchases.
- Increased sales conversion rates by developing targeted call scripts and product knowledge resources for agents.
- Promoted a positive work environment by fostering teamwork, open communication, and recognition of individual achievements.
Education
Associate of Arts - Humanitites, Philosophy And The Arts
Norco College
Norco, CA08.2019
Associate of Arts - Social And Behavioral Studies
Norco College
Norco, CA08.2019
Skills
- Customer Service
- Outbound and inbound calls
- Goal-Oriented
- Data entry proficiency
- Time Management
- Multitasking
- Problem-Solving
- Training and coaching
- Script Development
- Call Center Operations
- Objection handling
- Persuasive Speaking
- Complaint Handling
Certification
Microsoft Digital Literacy Certificate
Languages
English
Native or Bilingual
Spanish
Full Professional
Timeline
Cashier
Ace Parking Management
11.2022 - 02.2023
Telemarketing Agent
Manifest Direct Marketing, LLC.
08.2020 - 03.2022
Telefundraiser
Big Game Promotions Inc.
03.2014 - 08.2020
Call Center Representative
Harte-Hanks Market Intelligence
11.2011 - Current
Collections Account Manager
Roma, Murphy, And Horowitz
05.2009 - 09.2011
Inbound Call Center Representative
Dialamerica Marketing
02.2006 - 02.2009
Customer Support Specialist
Luth Research
05.2004 - 01.2007
Sales Verification Supervisor
Main Street Marketing, Inc.
04.1997 - 03.2001
Assistant Telemarketing Manager
ICT Inc
03.1992 - 08.1997
Lead Telemarketer
Custom Home Products Of America
09.1988 - 03.1992
Data Processing Technician 3rd Class
United States Naval Service
07.1986 - 11.1988
Telemarketing Supervisor
Beachtown Marketing
06.1983 - 07.1986
Associate of Arts - Humanitites, Philosophy And The Arts
Norco College
Associate of Arts - Social And Behavioral Studies
Norco College
Microsoft Digital Literacy Certificate
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