Zandra Springs
England,AR
Summary
Versatile in supervising, maintaining and enhancing customer service by delivering systems and procedures and supervising staff. Communicative and responsible team leader builds productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions.
Overview
19
19
years of professional experience
Work History
Customer Service Representative Lead & Analyst
UNIFI
09.2014 - Current
- Handled passengers inquiries and suggestions courteously and professionally. All while checking in passengers, and boarding passengers for there outbound flights.
- Maintained passengers satisfaction with forward-thinking strategies focused on addressing passenger needs and resolving concerns, when cancelled and delayed flights occur.
- Resolve escalated passengers inquiries and complaints to maintain satisfaction
- Supervise and coordinate daily activities of employees to ensure safe and effective operations. Responsible for shift schedule to include: workstation assignments, employee training, employee vacations, employee breaks, overtime assignments, back-up for absent employees, and shift rotations. Enforces company policies and procedures, including disciplinary action, and promotes company policies on Equal Employment Opportunity, professional conducts, and diversity initiatives and investigates and responds to employee relations issues in a timely manner.
Senior Citizen Care Taker
Self-employeed
08.2008 - Current
- Provide transportation for the elderly for daily activities, chores and errands.
Contact Tracer (Temp Job Funded Via the CaresACT)
UAMS
09.2020 - 02.2021
- Performed record keeping by logging client information within secure contact-tracing software.
- Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
- Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.
- Provided educational and informational resources regarding isolation policies and quarantine measures.
Collection Customer Service Representative
Ally Financial Services
07.2017 - 12.2018
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Responded to customer inquiries and provided detailed account information.
- Maintained accurate records of customer accounts, payments and payment plans.
- Entered client details and notes into system for interdepartmental access and review.
Customer Service/ Contact Center Rep/Human Resources Assistant
Custom Direct
10.2009 - 07.2012
- Assist customers with check orders and offer additional products through up selling and cross selling techniques, printed check orders and packed for shipment. Assist Human Resource officer with various employees time input, such as regular work time, sick time, vacation time, overtime, bonus etc. Also, assisted employees with insurance and other job related benefits registration
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Answered and redirected incoming phone calls for office.
- Screened applicant resumes and coordinated both phone and in-person interviews.
Customer Service Representative
Cingular Wireless, AT&T
10.2004 - 08.2008
- Handled customer inquiries and suggestions courteously and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Processed customers payment efficiently and promptly.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
Associate of Science - Liberal Arts And Sciences
U OF A PULASKI TECH
North Little Rock, AR12.2023
Skills
- Adaptability
- Escalation Management
- Critical Thinking
- Interpersonal Skills
Timeline
Contact Tracer (Temp Job Funded Via the CaresACT)
UAMS
09.2020 - 02.2021
Collection Customer Service Representative
Ally Financial Services
07.2017 - 12.2018
Customer Service Representative Lead & Analyst
UNIFI
09.2014 - Current
Customer Service/ Contact Center Rep/Human Resources Assistant
Custom Direct
10.2009 - 07.2012
Senior Citizen Care Taker
Self-employeed
08.2008 - Current
Customer Service Representative
Cingular Wireless, AT&T
10.2004 - 08.2008
Associate of Science - Liberal Arts And Sciences
U OF A PULASKI TECH
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