Hi, I’m
Zanetta McClendon
Customer Service
Indianapolis,IN
Summary
Motivated and highly qualified professional with over 30 years of experience in customer service and data entry. Dedicated to achieving company goals while ensuring customer satisfaction through effective problem-solving. Strong working knowledge of Microsoft Word, Windows XP, Excel, Access, spreadsheets, and various customer service skills. Experienced in general office tasks, front office operations, invoice billing, inventory management, bookkeeping, AP & AR, scheduling, and delivering professional presentations. Skilled in providing call center support, conflict resolution, data entry, virtual assistance, and handling life & health insurance enrollments/terminations. Proficient in conducting research and adhering to policies and procedures.
Overview
25
years of professional experience
5
years of post-secondary education
Work History
Robert Half Office Team/MCEB
LOGIC & ACCURACY TESTER/ PROOFER/ CSR
04.2020 - Current
Job overview
- Ensured compliance with industry standards by rigorously following established testing methodologies and best practices.
- Maintained test environment stability by conducting regular maintenance and system upgrades, ensuring accurate testing results.
- Identified critical bugs through thorough testing processes, enhancing overall product performance.
- Conducted performance tests using various tools to evaluate system response time under different load conditions.
- Followed standard operating procedures for inspections and tests.
- Proofread, edited and evaluated final copy to verify content aligned with established guidelines.
- Search Database for all prospects and make phone calls to potential poll workers for election day. Review notes in profile before making calls. If interested, assign to the location of their choice if the position is not full. Schedule workers to a training day, time and location before attending poll duty on election or send a link to their email where they can schedule themselves
FOUNDEVER
CUSTOMER SERVICE AGENT
04.2024 - 07.2024
Job overview
- Process claims in a timely manner, also provide service for claimant or a representative of a claim.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
Robert Half Office Team/ICC
PROJECT ASSISTANT
01.2024 - 01.2024
Job overview
- Completed multiple tasks simultaneously to optimize project completion.
- Maintained a high level of accuracy in all project documentation, ensuring consistency and clarity throughout the lifecycle of projects.
- Enhanced team communication by organizing and maintaining accurate documentation of meeting notes, action items, and followups.
- Maintained a well-organized document repository for easy access to vital information during the lifecycle of projects.
- Developed strong working relationships with clients by providing exceptional customer service and meeting their needs during project delivery.
Renaissance Life & Health Insurance
DATA ENTRY SPECIALIST
06.2022 - 08.2022
Job overview
- Maintained strict confidentiality of sensitive information, adhering to established guidelines and protocols.
- Compiled data and reviewed information for accuracy prior to input.
- Completed data entry tasks with accuracy and efficiency.
- Ensured timely and accurate delivery of reports by maintaining up-to-date databases and spreadsheets.
- Successfully managed fluctuating workloads due to seasonal variations or unexpected changes in staffing levels.
- Followed data entry protocols, rules and regulations.
- Analyzed current data records to provide detailed reports.
- Communicate with internal and external customers regarding new business information, questions and obtaining missing information.
- Provide process & procedure information to internal/external customers.
- Assisted with the conversions and escalations team.
Robert Half Office Team/IHCDA
REMOTE CUSTOMER SERVICE REPRESENTATIVE
08.2020 - 01.2022
Job overview
- 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.
- Investigated and resolved customer inquiries and complaints quickly.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Promptly responded to inquiries and requests from prospective customers.
Robert Half Office Team/ ISC
REMOTE ADMINISTRATIVE ASSISTANT/ OFFICE SUPPORT
01.2019 - 04.2020
Job overview
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Office support with Help Desk and Adoption Agency
Insurance Auto Auctions, IAA
CSR/ TITLE SPECIALIST
04.2017 - 10.2018
Job overview
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Examined and verified hundreds of titles weekly.
- Analyzed title documents to identify potential issues and resolve any discrepancies.
- Follow state guidelines and regulations
- Entered title and vehicle information into database.
- Contacted applicable Motor Vehicle Department to determine status of pending titles.
Diversified Vehicle Services
TITLE CLERK/ OOS TITLE SPECIALIST
03.2015 - 01.2017
Job overview
- Entered title and vehicle information into database.
- Identify and analyze vehicle title ownership documents within the company & state guidelines.
- Managed high-volume workload while maintaining strict attention to detail in verifying ownership documents and registration forms.
- Expedited the title transfer process, closely monitoring timelines and proactively addressing any potential delays.
- Calculated and remitted state sales tax, service, and other charges.
- Maintained compliance with state regulations by staying up-to-date on changes in laws pertaining to titles and registrations.
- Audited and reviewed title documents for accuracy and compliance with state and federal regulations.
YMCA
HOSPITALITY DESK / MSR/ ACTIVITY LEADER
01.2012 - 03.2015
Job overview
- Participated in ongoing professional development opportunities to stay current on industry trends and best practices.
- Cultivated a positive environment by enforcing safety rules and guidelines during every activity session.
- Collaborated with administration to assess needs and develop initial ideas.
- Increased parent satisfaction by maintaining open communication channels and providing regular updates on children''s progress.
- Organized activities for students and created welcoming and supportive environment to encourage participation.
- Kept activity rooms and equipment organized and clean.
- Assisted in implementing programs to meet needs of individuals with developmental disabilities.
- Provide excellent customer service,assist members with questions and/or direct them to the correct department.
- Check in all members & guest, register all memberships, forms, documents and payments for programs.
- Assist with towel service
Education
DEVRY UNIVERSITY, Naperville
ONLINE from Medical Billing & Coding
2024.04 - Current (8 months)
Kaye's Beauty College, INDIANAPOLIS, IN
COSMETOLOGY LICENSE
05.1999 - 06.2000
Franklin Central High School, Indianapolis, IN
DIPLOMA from Required
08.1986 - 05.1990
Skills
- Manual Testing
- Performance Testing
- Analytical Thinking
- Relationship Building
- Task Prioritization
- Active Listening
- Attention to Detail
- Customer Service
- Data Entry
- Problem Resolution
- Call Center Operations
- Administrative and Office Support
References
Available upon request
Timeline
DEVRY UNIVERSITY
ONLINE from Medical Billing & Coding
2024.04 - Current (8 months)
CUSTOMER SERVICE AGENT
FOUNDEVER
04.2024 - 07.2024
PROJECT ASSISTANT
Robert Half Office Team/ICC
01.2024 - 01.2024
DATA ENTRY SPECIALIST
Renaissance Life & Health Insurance
06.2022 - 08.2022
REMOTE CUSTOMER SERVICE REPRESENTATIVE
Robert Half Office Team/IHCDA
08.2020 - 01.2022
LOGIC & ACCURACY TESTER/ PROOFER/ CSR
Robert Half Office Team/MCEB
04.2020 - Current
REMOTE ADMINISTRATIVE ASSISTANT/ OFFICE SUPPORT
Robert Half Office Team/ ISC
01.2019 - 04.2020
CSR/ TITLE SPECIALIST
Insurance Auto Auctions, IAA
04.2017 - 10.2018
TITLE CLERK/ OOS TITLE SPECIALIST
Diversified Vehicle Services
03.2015 - 01.2017
HOSPITALITY DESK / MSR/ ACTIVITY LEADER
YMCA
01.2012 - 03.2015
Kaye's Beauty College
COSMETOLOGY LICENSE
05.1999 - 06.2000
Franklin Central High School
DIPLOMA from Required
08.1986 - 05.1990
Accomplishments
- Telephone Service - Professionally processed 60+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
RemoteImportant To Me
Work-life balanceFlexible work hoursPersonal development programsCareer advancementWork from home optionTeam Building / Company RetreatsCompany CultureHealthcare benefitsPaid time offPaid sick leave401k matchAvailability
See my work availability
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Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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