Zanaida Brooks
Columbus
Summary
Dynamic customer service professional with proven problem-solving abilities at Aflac, enhancing customer loyalty through empathetic communication. Skilled in claims investigation and adept at multitasking, I consistently exceed expectations while maintaining attention to detail in high-pressure environments. Committed to delivering exceptional service and fostering positive customer experiences. As a 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.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Aflac
02.2023 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Maintained up-to-date knowledge of insurance products to provide accurate information to customers.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Assisted clients in filing claims, coordinating with adjusters to expedite the process and secure fair settlements.
Customer Service Cashier
Publix
05.2021 - 12.2022
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Met customer service goals and exceeded customer expectations.
- Enhanced customer satisfaction by efficiently handling transactions and addressing inquiries.
- Counted money in drawers at beginning and end of each shift.
- Processed returns and exchanges with care, adhering to store policies while prioritizing customer satisfaction.
- Utilized POS system to handle customer cash and credit card transactions.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Offered additional services such as loyalty programs or special promotions to enhance customer engagement.
- Redeemed coupons to discount purchases.
Patient Access Representative
Piedmont Hospital
01.2014 - 05.2021
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
Cashier Team Lead
Walmart
10.2010 - 12.2014
- Communicated with customers and team members to solve problems.
- Restocked and organized merchandise in front lanes.
- Led opening and closing procedures and conducted cashier drops, cash control and vault monitoring.
- Trained team members on cash register operation and cash handling.
- Recommendations- Traci Jones Manager
- Processed both cash and card purchases and returns.
- Assisted customers by answering questions and fulfilling requests.
- Collaborated with management to develop strategies for improving the overall shopping experience.
- Ensured compliance with company policies regarding returns, exchanges, and check acceptance procedures.
Education
High School Diploma -
High School Diploma -
Carver High School
Columbus, GA05-2002
Skills
- Customer service
- Problem-solving
- Active listening
- Adaptability and flexibility
- Teamwork
- Claims investigation
- Time management
- Organizational skills
- Excellent communication
- Multitasking Abilities
- Attention to detail
Certification
- PT - Phlebotomy Technician
- CCT - Certified Cardiographic Technician
- First Aid/CPR Certified
Timeline
Customer Service Representative
Aflac
02.2023 - Current
Customer Service Cashier
Publix
05.2021 - 12.2022
Patient Access Representative
Piedmont Hospital
01.2014 - 05.2021
Cashier Team Lead
Walmart
10.2010 - 12.2014
High School Diploma -
High School Diploma -
Carver High School