Zana Saylon
Atlanta,GA
Summary
Dynamic business and operations manager with proven leadership in enhancing customer service and team productivity. Skilled in strategic planning, project management, and conflict resolution, consistently achieving customer satisfaction and loyalty. Expertise in training design and staff development, ensuring proficiency in new products and processes. Adept at balancing objectives to drive company success.
Overview
22
22
years of professional experience
Work History
Remote Investigative Support Team Leader
Cisive
Holtsville, NY
01.2018 - 07.2025
- Ensured quality and compliance with the Fair Credit Reporting Act through team oversight.
- Developed performance strategies to enhance team member effectiveness.
- Served as subject matter expert in dispute resolution procedures.
- Designed and delivered training programs to improve team proficiency.
- Created processes to enhance workflow efficiency and productivity.
- Collaborated with cross-functional teams across healthcare, transportation, finance, and HR.
- Conducted interviews for potential employee selection, enhancing recruitment quality.
Customer Associate
Piedmont Natural Gas
Fayetteville, NC
01.2017 - 01.2018
- Created service orders for customers regarding gas leaks and service.
- Assessed situations to identify safety issues regarding natural gas.
- Created reports and requests for special services needed in effort to complete service orders.
Program Director
Better Beginnings Healthcare Solutions
Fayetteville, NC
01.2016 - 01.2017
- Designed and delivered comprehensive training and onboarding programs and ensured staff proficiency.
- Created company website, performed maintenance, and did marketing.
- Recruited and trained interns from local colleges in Cumberland County, NC.
- Processed cases, produced records for EHR, and maintained case files.
- Created meetings with sponsors and networked with local colleges and community partners.
- Interviewed and hired candidates for open positions within the company.
- Created mental health programs, which include but are not limited to summer camp enrichment programs for therapeutic and non-therapeutic underserved children and after-school programs.
Retirement Benefits Counselor
North Carolina Department of the State Treasurer
Raleigh, NC
01.2014 - 01.2015
- Provided recommendations regarding retirement and how to receive the most benefits according to the NC State laws and guidelines.
- Reviewed and entered data for completeness and accuracy using standard NC State guidelines.
- Served as the first line of telephone contact between the NC Retirement Systems Division and its membership, which includes retired and active members of the retirement systems, beneficiaries, state and local employers, and other individuals seeking information on retirement matters.
Customer Service Manager
AT&T
Fayetteville, NC
10.2003 - 09.2013
- I have developed high-performing customer service teams through targeted training and coaching.
- Increased call center service sales by 25% through competitive incentive programs.
- Managed cross-functional projects to enhance processes and implement self-service options.
- Established standard operating procedures for special handling of repeat callers, reducing costs in Southeast Region.
- Conducted interviews and hiring processes for AT&T Consumer Sales and Service positions.
Volunteer
Cumberland County Dispute Center
Fayetteville, NC
01.2013 - 03.2013
- Facilitated resolution of city and county court cases
Education
Bachelor of Science - Criminal Justice
Fayetteville State University
Fayetteville, NC05.2014
Associate in Applied Science - Criminal Justice/Latent Evidence
Fayetteville Technical Community College
Fayetteville, NC05.2008
Skills
- Compliance oversight
- Team performance strategies
- Dispute resolution
- Workflow optimization
- Customer relationship management
- Cross-functional collaboration
- Service level agreement compliance
- Cost-benefit analysis
- Training and coaching
- Data collection
Accomplishments
- Cisive 2021 Leader of the Quarter 3
Professional Membership
- The National Society of Leadership and Success
Timeline
Remote Investigative Support Team Leader
Cisive
01.2018 - 07.2025
Customer Associate
Piedmont Natural Gas
01.2017 - 01.2018
Program Director
Better Beginnings Healthcare Solutions
01.2016 - 01.2017
Retirement Benefits Counselor
North Carolina Department of the State Treasurer
01.2014 - 01.2015
Volunteer
Cumberland County Dispute Center
01.2013 - 03.2013
Customer Service Manager
AT&T
10.2003 - 09.2013
Bachelor of Science - Criminal Justice
Fayetteville State University
Associate in Applied Science - Criminal Justice/Latent Evidence
Fayetteville Technical Community College
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