Summary
Overview
Work History
Education
Skills
Assessments
Timeline
Generic

ZANDRA MACKEY

Opelika,AL

Summary

Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.

Overview

11
11
years of professional experience

Work History

Customer Care Consultant

CVS Healthcare
04.2023 - 11.2023
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Maintained designated portfolio of customer accounts by contacting customers behind on payment obligations.
  • Provided exceptional customer service to patients, answering questions and addressing concerns.

Customer Host/Asset Protection

Walmart Supercenter
04.2019 - 04.2023
  • Greeted incoming customers and provided directions to different store locations.
  • Monitored incoming and outgoing guests for signs of suspicious behavior.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.

Chat Representative

GC Services
06.2018 - 06.2019
  • Documented all customer information accurately in computer system, providing dated notes for future reference.
  • Responded to customer inquiries and provided accurate information about products and services via live chat.
  • Handled inbound customer chat conversations from various websites.
  • Assisted customers with order placement, product returns and order tracking.

Virtual Customer Service Representative

Amazon Flex
04.2018 - 06.2018
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Met customer call guidelines for service levels, handle time and productivity.

Customer Support Specialist

Convergys
11.2017 - 04.2018
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Customer Service Representative

Teletech Corporation
02.2017 - 11.2017
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Telemarketer

Allstate Insurance
02.2016 - 02.2017
  • Completed daily cold calling and outreach to build sales pipeline.
  • Recorded and updated customer information in online systems.
  • Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.

Web Sales Chat Representative

Afni, INC
07.2012 - 12.2015
  • Responded to customer inquiries and provided accurate information about products and services via live chat.
  • Documented all customer information accurately in computer system, providing dated notes for future reference.
  • Monitored customer conversations and provided timely, knowledgeable assistance.
  • Assisted customers with order placement, product returns and order tracking.

Education

LaFayette High School

Associate's - Criminal Justice

University of Phoenix
12.2023

Skills

  • Quality Assurance Controls
  • Technical Support
  • Cash Handling
  • Call Center Operations
  • Complaint Resolution
  • Account Management
  • Sales Expertise
  • Telephone Etiquette
  • Escalation Management
  • Written Communication
  • Follow-up Skills
  • Goal Setting
  • Client Retention
  • Critical Thinking
  • Multitasking
  • Assertiveness
  • Process Improvement
  • Typing Speed
  • Record Keeping
  • Payment Processing
  • Complaint Handling
  • Microsoft Office
  • Problem Solving
  • Decision Making

Assessments

  • Work Style: Reliability, Proficient, October 2019, Tendency to be dependable and come to work.
  • Call Center Customer Service, Highly Proficient, June 2020, Applying customer service skills in a call center setting.
  • Attention to Detail, Highly Proficient, August 2020, Identifying differences in materials, following instructions, and detecting details among distracting information.
  • Verbal Communication, Proficient, August 2020, Speaking clearly, correctly, and concisely.
  • Scheduling, Proficient, August 2020, Cross-referencing agendas and itineraries to avoid scheduling conflicts.

Timeline

Customer Care Consultant

CVS Healthcare
04.2023 - 11.2023

Customer Host/Asset Protection

Walmart Supercenter
04.2019 - 04.2023

Chat Representative

GC Services
06.2018 - 06.2019

Virtual Customer Service Representative

Amazon Flex
04.2018 - 06.2018

Customer Support Specialist

Convergys
11.2017 - 04.2018

Customer Service Representative

Teletech Corporation
02.2017 - 11.2017

Telemarketer

Allstate Insurance
02.2016 - 02.2017

Web Sales Chat Representative

Afni, INC
07.2012 - 12.2015

LaFayette High School

Associate's - Criminal Justice

University of Phoenix

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ZANDRA MACKEY