Zanechia Clark
Shreveport,LA
Summary
Compassionate Call Agent with a proven track record of building strong customer relationships. Focused on providing effective solutions to complex problems and delivering superlative results for both customers and employers. Excel in applying strong communication and problem-solving skills to resolve customer issues and maximize satisfaction in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty. Accommodating Customer Support Specialist with a documented history of exceeding customer and patron expectations. Remain calm and composed in stressful situations, reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expertise lies in finding win-win solutions that benefit all parties involved.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Call Center Agent
Teleperformance (Sprint)
Shreveport, LA
02.2018 - 11.2024
- Displayed a polite and professional demeanor when welcoming customers.
- Managed client concerns promptly and proficiently.
- Processed orders accurately and timely.
- Identified customer needs by asking probing questions and actively listening to responses.
- Maintained up-to-date knowledge of company's products, services and promotions.
- Ensured customer satisfaction through effective handling of calls, leveraging necessary tools to meet patient needs.
Call Center Representative
Kaiser Permanente
Shreveport, LA
04.2018 - 11.2022
- Employed tools and materials to deliver precise information about patient requirements.
- Handle customers calls in a timely manner making sure all needs are met while using tools and materials to answer questions about the patient’s needs for the call.
Call Center Representative
Five Star Call Center
Shreveport, LA
02.2015 - 09.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Customer Service Representative
General Dynamics
Shreveport, LA
07.2017 - 03.2019
- Increased overall customer contentment through effective resolution methods and professional service.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
High School Diploma -
Booker T. Washington High
Shreveport, LA03-1999
Skills
- Customer Engagement
- Sales Strategy Development Strategy Development
- Retail Sales
- Sales
- Proficient in Resolving Customer Concerns
- Customer Service Optimization
- Customer Assistance
- Customer Satisfaction
- Customer Inquiries
- Customer Needs Assessment
- Customer Communications
- Product And Service Knowledge
Certification
- NICE inContact CXone Agent Certification – NICE inContact.
Education and Training
Shreveport, LA
Assessments
- Work Style: Reliability, Completed, 08/01/20
- Customer Service, Familiar, 03/01/20
- Call Center Customer Service, Familiar, 06/01/20
- Customer Focus & Orientation, Highly Proficient, 03/01/20
Timeline
Call Center Representative
Kaiser Permanente
04.2018 - 11.2022
Call Center Agent
Teleperformance (Sprint)
02.2018 - 11.2024
Customer Service Representative
General Dynamics
07.2017 - 03.2019
Call Center Representative
Five Star Call Center
02.2015 - 09.2021
High School Diploma -
Booker T. Washington High