Summary
Overview
Work History
Education
Skills
References
Company Software Proficiency
Accomplishments
Languages
Timeline
Generic

Zaneta Shivers

Columbus,OH

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

23
23
years of professional experience

Work History

Provider Services Sr. Representative

United Health Group
Columbus, OH
12.2022 - Current
  • Advised customers on product features and usage techniques to maximize their experience.
  • Maintained up-to-date knowledge of products, services, pricing plans, promotions.
  • Developed customer service policies and procedures for the Senior Representative team.
  • Assisted customers with product selection, order placement, and billing inquiries.
  • Resolved escalated customer complaints in a timely manner.
  • Coordinated special projects within the department as assigned by management.
  • Provided feedback on ways to improve the overall customer experience.
  • Confirmed that customers received efficient resolution to problems by researching issues and providing adequate information.

Receptionist Administrator

National Youth Advocate Program (NYAP)
Columbus, OH
11.2019 - 12.2022
  • Answered incoming phone calls, routing to appropriate parties throughout office.
  • Answered incoming calls in a professional and polite manner, responding to customer queries or directing them to the relevant department.
  • Organized daily office operations such as filing paperwork, ordering supplies, and setting up meeting spaces.
  • Maintained reception area cleanliness and tidiness.
  • Managed the distribution of incoming mail, faxes, and packages.
  • Participated in regular training sessions related to customer service best practices.

Customer Care Representative

Spectrum Cable
COLUMBUS, OH
04.2001 - 04.2019
  • Provided accurate, valid, and complete information to customers.
  • Resolved customer complaints promptly and professionally.
  • Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
  • Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.
  • Delivered customer support to high call load each shift.
  • Built sustainable relationships and trust with customer accounts through open and interactive communication.

Education

GED -

HealthGroupRayen High School
Youngstown, OH
06-1992

Skills

  • Customer rapport
  • Project Oversight
  • Telephone Etiquette
  • Relationship Building
  • Telephone reception
  • Customer Support
  • Needs analysis
  • Performance Improvement
  • Client Services

References

References available upon request

Company Software Proficiency

  • EXCEL
  • SALESFORCE
  • SPIRE

Accomplishments

  • EMPLOYEE OF THE MONTH

Languages

English
Professional

Timeline

Provider Services Sr. Representative

United Health Group
12.2022 - Current

Receptionist Administrator

National Youth Advocate Program (NYAP)
11.2019 - 12.2022

Customer Care Representative

Spectrum Cable
04.2001 - 04.2019

GED -

HealthGroupRayen High School

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Zaneta Shivers