Zakyla Colclough
Newark,NJ
Summary
Motivated professional focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
3
3
years of professional experience
Work History
Customer Service Manager
Round 1 Bowling & Amusement
Newark, Nj
08.2024 - Current
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Assigned work and monitored performance of project personnel.
- Monitored staff performance to ensure adherence to customer service standards.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Evaluated employee job performance and motivated staff to improve productivity.
Retail Store Manager
Old navy
Newark, NJ
07.2022 - 09.2023
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Oversaw storewide merchandising benchmarks to maintain operational excellence.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Conducted regular meetings with staff members to discuss performance issues or new initiatives.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
- Built and maintained strong working relationships with team members.
Education
High School Diploma -
Garden State Tech
Jersey City, NJ06-2023
Skills
- Quality assurance
- Employee training
- Performance monitoring
- Inventory management
- Customer service
- Customer relationship management
- Team leadership
- Script development
- Process improvement
- Conflict resolution
- Effective communication
Timeline
Customer Service Manager
Round 1 Bowling & Amusement
08.2024 - Current
Retail Store Manager
Old navy
07.2022 - 09.2023
High School Diploma -
Garden State Tech