Zainab K. Moody
Brooklyn Park,MD
Summary
Dynamic professional with extensive experience in customer service and logistics. Proven track record in problem-solving and effective communication, achieving high-quality assurance scores. Skilled in data management and team collaboration, consistently delivering exceptional results while fostering positive client relationships.
Overview
26
26
years of professional experience
Work History
Self-Employment
Independent Contractor
Baltimore, MD
02.2024 - Current
- Respond to inquiries from patients, physicians, and providers for virtual appointments.
- Resolve complaints, process orders, and share information about home improvement products and services.
- Troubleshoot customer issues on TurboTax by explaining features and offering guidance.
- Refer specialized cases to appropriate support channels.
Family Caregiver
Home Health Aide
Baltimore, MD
06.2021 - 03.2025
- Delivered continuous care to an elderly relative, adapting care plans as prescribed by medical professionals and offering emotional and social support.
- Assisted with daily living activities such as bathing, dressing, grooming, cooking, shopping, and housekeeping.
- Managed medications, appointments, transportation, and mobility needs.
Sortation Warehouse Associate
Amazon Fulfillment Center
Dundalk, MD
10.2021 - 03.2022
- Palletize and transfer inventory from trailers or conveyors at the sortation site.
- Unload, sort, and store deliveries in assigned areas.
- Verify order accuracy and inspect items for damage while supporting warehouse logistics.
- Operate pallet jacks, forklifts, and other warehouse equipment, and follow all safety procedures and guidelines.
Human Resources Expert
Target
Baltimore, MD
09.2021 - 11.2021
- Developed knowledge of employment laws across all levels and supported recruitment, employee relations, training, compliance, HRIS, payroll, benefits, and other HR processes.
- Committed to fostering an inclusive workplace and aiding team members in delivering excellent guest service and a positive shopping experience.
Logistics Coordinator
Cowan Systems LLC.
Halethorpe, MD
05.2021 - 07.2021
- Navigated and maintained a complex LMS database on an hourly basis.
- Created and updated detailed customer information and contact lists for assigned accounts.
- Notified all relevant parties of late or early arrivals, accidents, or carrier maintenance issues using phone, chat, email, or Teams.
- Supported account managers by contacting carriers statewide and internationally every four hours or less.
Customer Support
ICF International LLC.
Owings Mills, MD
07.2017 - 03.2020
- Assisted clients with child support, financial, medical, nutritional, energy assistance, and a broad range of other social services throughout Maryland.
- Consistently recognized as a top performer in customer service and call center metrics, achieving an average of 96% on quality assurance scorecards.
- Balanced high standards for quality and efficiency with an average call time of five minutes or less.
Campus Retail Associate/Administrative Assistant/Call Center
Staff Quest Inc.
Owings Mills, MD
02.2015 - 07.2017
- Provided customer service, assisting with sales transactions, and maintaining the store's appearance at the Morgan State University Bookstore.
- Managed office operations and resources for the director of the Graves Honors Program at the Business School.
- Responsibilities included scheduling meetings, taking minutes, maintaining calendars, booking conference spaces, arranging travel accommodations, and coordinating catering orders.
Shipping and Receiving Clerk
Amazon Fulfillment Center
Dundalk, MD
11.2015 - 12.2015
- Palletize and transfer inventory from trailers or conveyors at the sortation site.
- Unload, sort, and store deliveries in assigned areas.
- Verify order accuracy and inspect items for damage while supporting warehouse logistics.
- Operate pallet jacks, forklifts, and other warehouse equipment, and follow all safety procedures and guidelines.
Relationship Banker
M&T Bank
Baltimore, MD
05.2015 - 08.2015
- Provided comprehensive financial advice, applying industry best practices to address client needs and support their financial goals.
Team Leader
Chimes of Columbia
Baltimore, MD
12.2014 - 04.2015
- Assigned tasks, assisted supervisors, and ensured 100% compliance with contractual requirements to meet organizational objectives.
Call Center Representative
CAEI Inc. BGE
Woodlawn, MD
01.2012 - 06.2014
- Handled account services and collections in accordance with Maryland Public Service Commission mandates.
- Managed 80 inbound calls daily, achieving 84% first-call resolution within BGE’s guidelines.
- Assisted with payment plans, handled billing issues, and provided effective troubleshooting and escalations as needed to guarantee customer satisfaction.
Probate Collector
NCO Financial Systems Inc.
Baltimore, MD
10.2009 - 01.2012
- Addressed customer inquiries and complaints with professionalism and efficiency.
- Achieved an average 49% Promise to Pay rate, documented all communications with clients, family members, law offices, and insurance companies.
- Consistently ranked among the top three in collections and exceeded personal monthly goals, handling an average of 172 daily calls for delinquent probate accounts.
Education
Bachelor of Arts Degree - Psychology
VILLA JULIE COLLEGE (Stevenson University)
Stevenson, MD06.2006
Skills
- Call center operations
- Customer service
- Effective communication
- Team collaboration
- Order processing
- Social perceptiveness
- Data management
- Problem solving
- Quality assurance
- Equipment operation
- Safety compliance
- Conflict resolution
- Database administration
- Critical thinking
- Skip tracing
- Internet research
- Data entry
- Digital CRM systems
- Learning management systems
- Microsoft Office Suite
- Mobile device proficiency
- Training & Development
- Google Sheets
- Dropbox
- Salesforce
- Slack
- Chat/IM systems
- Zoom
- Google Meet
- Microsoft Teams
- Cisco WebEx
- Cato Networks
- Beyond Identity
- SRW platforms
- Written communication
- Interpersonal communication
- Analytical thinking
- Organization and time management
References
References available upon request.
Timeline
Self-Employment
Independent Contractor
02.2024 - Current
Sortation Warehouse Associate
Amazon Fulfillment Center
10.2021 - 03.2022
Human Resources Expert
Target
09.2021 - 11.2021
Family Caregiver
Home Health Aide
06.2021 - 03.2025
Logistics Coordinator
Cowan Systems LLC.
05.2021 - 07.2021
Customer Support
ICF International LLC.
07.2017 - 03.2020
Shipping and Receiving Clerk
Amazon Fulfillment Center
11.2015 - 12.2015
Relationship Banker
M&T Bank
05.2015 - 08.2015
Campus Retail Associate/Administrative Assistant/Call Center
Staff Quest Inc.
02.2015 - 07.2017
Team Leader
Chimes of Columbia
12.2014 - 04.2015
Call Center Representative
CAEI Inc. BGE
01.2012 - 06.2014
Probate Collector
NCO Financial Systems Inc.
10.2009 - 01.2012
Bachelor of Arts Degree - Psychology
VILLA JULIE COLLEGE (Stevenson University)
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