Zanaisha Whitley
Houston,TX
Summary
Dedicated professional prepared to bring extensive expertise and results-oriented approach to Customer Experience Associate role. Known for effectively managing tasks and supporting organizational goals through collaborative efforts and adaptive strategies. Recognized for excellent communication and analytical skills, ensuring seamless operations and consistent outcomes.
Overview
9
9
years of professional experience
Work History
Specialist
Nelnet
10.2023 - 04.2025
- Managed high call volume while maintaining a courteous and professional demeanor.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Fostered a positive work environment that encouraged collaboration and teamwork among employees.
Team Support Specialist
AT&T
03.2019 - 10.2023
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Reviewed customer survey results periodically to identify patterns of dissatisfaction and address them proactively within the team.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Enhanced team productivity by providing ongoing training and coaching to Customer Service Representatives.
Collection Customer Service Representative
Alltran Financial
02.2016 - 03.2019
- Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
- Streamlined the collections process for enhanced efficiency and accuracy in tracking delinquent accounts.
- Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.
- Ensured compliance with all applicable federal, state, and local regulations governing debt collection activities while protecting consumer rights.
- Developed strong relationships with customers through empathetic communication and active listening, resulting in increased trust and cooperation during collections efforts.
Education
High School Diploma -
Manvel High School
Manvel, TX05-2015
Skills
- Customer relations
- Expert problem solving
- Analytical thinking
- Documentation management
- Coaching and mentoring
- Task prioritization
Timeline
Specialist
Nelnet
10.2023 - 04.2025
Team Support Specialist
AT&T
03.2019 - 10.2023
Collection Customer Service Representative
Alltran Financial
02.2016 - 03.2019
High School Diploma -
Manvel High School
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