Zakia Laramore
Fort Lauderdale,FL
Summary
Dynamic leader with proven success in enhancing customer satisfaction and reducing churn at ATT/DIRECTV through innovative retention strategies and effective problem-solving. Skilled in team building and leadership, adept at fostering collaboration and driving results. Excelled in customer service, significantly improving service quality and team morale.
Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives.
Overview
8
8
years of professional experience
Work History
Customer Service Supervisor
ATT/ DIRECTV
06.2021 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
Customer Retention Specialist
ATT/ DIRECTV
06.2019 - Current
- Reduced churn rate by developing personalized retention strategies for high-risk clients.
- Contributed to company growth by upselling additional products and services during support interactions.
- Leveraged data-driven insights to fine-tune retention strategies, leading to increased success rates over time.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Provided exceptional support for new customers, ensuring seamless onboarding experiences.
Team Leader
Global Response
08.2017 - 06.2019
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Customer Service Representative
Global Response
07.2016 - 08.2017
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
Education
Associate of Arts - Accounting And Business Management
Broward College
Fort Lauderdale, FL06.2025
High School Diploma -
Northeast High School
Fort Lauderdale, FL06.2012
Skills
- Problem-Solving
- Time Management
- Customer Service
- Team Building and Leadership
- Decision-Making
Timeline
Customer Service Supervisor
ATT/ DIRECTV
06.2021 - Current
Customer Retention Specialist
ATT/ DIRECTV
06.2019 - Current
Team Leader
Global Response
08.2017 - 06.2019
Customer Service Representative
Global Response
07.2016 - 08.2017
Associate of Arts - Accounting And Business Management
Broward College
High School Diploma -
Northeast High School
Similar Profiles
GUILLERMO CANIZALEZGUILLERMO CANIZALEZ
Premier Support Agent at ATT/DirecTVPremier Support Agent at ATT/DirecTV
Toccara JacksonToccara Jackson
Product Marketing Manager at ATT / DIRECTV LLCProduct Marketing Manager at ATT / DIRECTV LLC
Kathryn McCormickKathryn McCormick
Customer Loyalty Group at ATT/DirectvCustomer Loyalty Group at ATT/Directv