Zana Ogden
Grovetown,GA
Overview
14
14
years of professional experience
Work History
Order Selector
CVS HEALTH
Beech Island, SC
07.2025 - Current
- Pick store orders which will include: item locations, descriptions, and quantity needed.
- Select the needed pieces of merchandise and place them into a tote or box.
- Cross train in other warehouse duties, as necessary.
Customer Service Specialist (Tier 1)
KellyConnect
06.2024 - 06.2025
- Interacting with hundreds of callers daily and using techniques like active listening and critical thinking to bring resolutions to a wide array of customer service inquiries.
- Actively resolving complaints and concerns within the queue.
- Investigating billing & fraudulent activity concerns.
- Processing account requests.
- Providing guidance with product features & properly diagnosing hardware/software issues.
- Screen sharing to resolve technical issues as needed.
- Coordinating appointments for further troubleshooting & maintenance.
- Researching articles and work instructions to efficiently resolve inquiries.
- Properly documenting notes and effectively summarizing conversation details.
- Openly accept feedback, coaching & training to further develop skills.
Driver/Delivery Driver
Uber Drivers
Augusta, GA
08.2018 - Current
- Responsible for providing safe and reliable transportation services to customers using the Uber app
- Have top-notch driving skills, a great sense of direction, and a friendly, customer-first mindset to succeed in this role
- Have the flexibility to choose their own hours and work as much or as little as they want
Customer Service Associate
ADT
02.2023 - 06.2024
- Receiving inbound calls related to recent alarm events.
- Providing basic technical support and troubleshooting devices across ADT systems.
- Handling incoming alarm calls and placing outgoing calls to verify alarm activity, dispatching the proper authorities, and notifying responsible parties.
- Relaying important information about their life-safety system and services, updating customer accounts and responding to inquiries about alarm activity.
- Paying attention to detail while documenting alarm handling procedures within the alarm screens.
- Helping customers understand the ADT noble purpose and providing customer lifestyle solutions.
Customer Retention - Associate Account Executive
DISH
10.2022 - 02.2023
- Successfully sell DISH products and services to new and existing customers using the ability to present compelling offers and influence customer decision-making.
- Effectively manage time, open to learning new methods, and looking to advance as a sales contributor.
- Demonstrate the ability and resilience to bounce back from challenges and maintain focus on larger goals.
- Assess each customer and their needs to offer the best value.
- Ability to build and maintain customer relationships.
- Transpose customer information including demographic, billing, etc.
- Provide excellent customer service, listen to the customer and ensure their satisfaction
Customer Service Expert
T-Mobile
Augusta, GA
02.2021 - 08.2022
- Proven ability to meet and exceed sales quotas.
- Proven track record of successfully managing customer relationships.
- Excellent interpersonal skills.
- Highly self-motivated.
- Strong verbal and written communication skills.
- Proficient in Microsoft Office.
- Working knowledge of CRM systems.
- Builds proficiency related to serving and selling to our customers, while providing a world-class customer experience and building loyalty.
- Learning to own the customer experience by listening to your customer's issues like a pro
Sales Manager
Metro by T-Mobile (authorized dealer)
Augusta, GA
01.2019 - 09.2019
- Directly responsible for assisting new and existing customers.
- Produce sufficient sales to meet and exceed company and location production standards.
- Handle customer situations and making equitable decisions for the customer and the company.
- Solicit, coordinate, schedule, and participate in community events.
- Perform other duties as assigned by sales management.
- Participate as a team player, constantly supporting other team members.
- Set an example of high personal and professional conduct for employees and others.
- Creating the ideal customer experience with each customer interaction.
Customer Service Representative
CONVERGENT OUT SOURCING
Augusta, GA
05.2016 - 08.2018
- Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales
- Created a new customer database by entering customer information into a database
- Handled customer inquiries, answered questions, and resolved problems in a timely manner
Customer Service Associate
Alorica Calling Center
Pittsburgh, PA
12.2013 - 02.2016
- Developed a better understanding of the company's product offerings, creating greater enjoyment of the store's merchandise
- Created a team culture of exceeding customer expectations, exceeding all company performance goals and standards
- Upheld the highest standards of cleanliness and staff conduct and reduced complaints by over 50%
Crew Member
Wendy’s
West Mifflin, PA
07.2012 - 04.2014
- Executed company policies, procedures, and safety standards to ensure the proper cleanliness and safety of the office and equipment
- Improved equipment maintenance and safety standards, which resulted in a reduction in maintenance costs
- Maintained a clean and safe work environment, resulting in a reduction in complaints filed with management and an increase in crew satisfaction
Education
Healthcare Administration - undefined
Capella University
Augusta, GA08.2027
General Studies - undefined
West Mifflin Area High School
West Mifflin, PA06.2012
Skills
Order fulfillment
Heavy lifting
Pallet arrangement
Forklift operation
Picking accuracy
Workplace safety
Loading and unloading
Goal oriented
Efficient packing
Order picking and processing
Product picking
Product identification
Customer service
Active listening
Critical thinking
Customer relations
Problem resolution
Relationship building
Call center experience
Computer proficiency
Conflict resolution
Complaint handling
Microsoft Excel
Payment processing
Client relations
Customer satisfaction measurement
Professional telephone demeanor
Call center operations
Microsoft outlook
Scheduling
Follow-up skills
Call management
Product knowledge
Paperwork processing
Order processing
Documentation
Reliable
Trustworthy
Empathetic
Timeline
Order Selector
CVS HEALTH
07.2025 - Current
Customer Service Specialist (Tier 1)
KellyConnect
06.2024 - 06.2025
Customer Service Associate
ADT
02.2023 - 06.2024
Customer Retention - Associate Account Executive
DISH
10.2022 - 02.2023
Customer Service Expert
T-Mobile
02.2021 - 08.2022
Sales Manager
Metro by T-Mobile (authorized dealer)
01.2019 - 09.2019
Driver/Delivery Driver
Uber Drivers
08.2018 - Current
Customer Service Representative
CONVERGENT OUT SOURCING
05.2016 - 08.2018
Customer Service Associate
Alorica Calling Center
12.2013 - 02.2016
Crew Member
Wendy’s
07.2012 - 04.2014
General Studies - undefined
West Mifflin Area High School
Healthcare Administration - undefined
Capella University