Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Zakkiyyah Duncan

Jacksonville

Summary

Accomplished Customer Service Representative and Team Leader Manager with a proven track record at Concentrix and McDonald's Restaurant, enhancing customer satisfaction and team productivity. Skilled in Microsoft Excel and adept at conflict resolution, I significantly improved client relations and employee motivation. Demonstrated ability to exceed performance goals, ensuring high-quality service and operational efficiency.

As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

Concentrix
01.2022 - Current
  • 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.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained up-to-date knowledge of product and service changes.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.
  • Promptly responded to inquiries and requests from prospective customers.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Trained staff on operating procedures and company services.
  • Cross-trained and provided backup support for organizational leadership.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
  • Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.

Team Leader Manager

McDonald's Restaurant
10.2019 - 10.2021
  • Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
  • Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Led employee relations through effective communication, coaching, training, and development.
  • Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Established team priorities, maintained schedules and monitored performance.
  • Boosted employee morale through regular recognition of outstanding work and providing opportunities for professional growth.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Enhanced problem-solving skills within the team through facilitating brainstorming sessions and encouraging creative thinking.

Pet Sitter

Bad To The Bone Pet Care
06.2017 - 03.2019
  • Prepared food and water following instructions from pet owners.
  • Gave animals proper attention to promote secure environment in owner's absence.
  • Maintained a clean and safe environment for pets, ensuring their comfort and well-being at all times.
  • Cleaned out and scooped litter trays and food and water bowls to provide clean environment for pets.
  • Kept cages, kennels, play yards, and grooming areas neat and clean.
  • Exercised animals regularly with walks and rigorous play activities.
  • Communicated professionally with pet owners via phone, email, and text.
  • Followed pet care instructions for dietary needs and medication regimens.
  • Built trust with clients by consistently demonstrating reliability, punctuality, and attention to detail in all aspects of pet care provision.
  • Reduced client anxiety regarding pet separation during vacations or work-related travel by providing regular photo updates showcasing animals'' well-being and happiness.
  • Washed, trimmed, and brushed animals to maintain good grooming standards.

Education

High School Diploma -

James S Rickards
Tallahassee, FL
06-2020

Skills

  • Customer service

  • Active listening

  • Critical thinking

  • Data entry

  • Problem resolution

  • Relationship building

  • Customer relations

  • Client relations

  • Customer satisfaction measurement

  • Professional telephone demeanor

  • Microsoft Excel

  • Complaint resolution

  • Payment processing

  • Follow-up skills

  • Paperwork processing

  • Call management

  • Conflict resolution

Languages

French
Limited Working
Spanish
Professional Working
English
Native or Bilingual

Timeline

Customer Service Representative

Concentrix
01.2022 - Current

Team Leader Manager

McDonald's Restaurant
10.2019 - 10.2021

Pet Sitter

Bad To The Bone Pet Care
06.2017 - 03.2019

High School Diploma -

James S Rickards

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Zakkiyyah Duncan