Zandriah Ollison
Albany,GA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Salelytics
02.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
Teleperformance
10.2018 - Current
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Mentored new employees on procedures and policies to maximize team performance
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Set up and activated customer accounts
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Answered inbound calls, chats and emails to facilitate customer service
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Improved customer service wait times to mitigate complaints
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification
- Educated customers on special pricing opportunities and company offerings
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Consulted with customers to resolve service and billing issues
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
- Uphold quality control policies and procedures to increase customer satisfaction
Cashier
Subway
06.2016 - 09.2018
- Processed sales transactions to prevent long customer wait times
- Trained new team members in cash register operation, stock procedures and customer services
- Used suggestive selling techniques to promote add-on sales
- Accepted cash and credit card payments, issued receipts and provided change
- Answered customer questions and provided store information
- Collected payments and provided accurate change
- Worked closely with front-end staff to assist customers
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity
- Preserved appearance of store by arranging and replenishing displays and merchandise racks
- Operated cash register or POS system to receive payment by cash, check and credit card
Education
High School Diploma -
Randolph Clay High School
Cuthbert, Ga05.2016
Associate of Applied Science - Criminal Justice Specialist
Albany Technical College
Cuthbert, GA12.2015
Skills
- Credit Card Payment Processing
- Report Generation
- Report Creation
- Customer Account Management
- Building Customer Trust and Loyalty
- Upbeat and Positive Personality
- Customer Service
- Multitasking and Prioritization
- Responding to Difficult Customers
- Understanding Customer Needs
Timeline
Customer Service Representative
Salelytics
02.2023 - Current
Customer Service Representative
Teleperformance
10.2018 - Current
Cashier
Subway
06.2016 - 09.2018
High School Diploma -
Randolph Clay High School
Associate of Applied Science - Criminal Justice Specialist
Albany Technical College
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