Zaniya Duffey
Mount Pleasant,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Prior Authorization Representative
CVScaremark
01.2023 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Authorized approvals for Medicare members medication
- Utilized systems such as AS400 and soft phone
- Ensured customer personal information privacy by practicing HIPAA
- Multitasked to handle diverse customer needs in high volume call center type setting, prioritizing tasks to keep up with challenging deadlines.
Client Support Specialist
Teleperformance
05.2021 - 01.2023
- Provided primary customer support to 175+ internal and external customers.
- Resolved concerns with products or services to help with retention and drive sales, increasing them by 20%.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
Customer Service Representative
Loan Star Title Loans
02.2020 - 05.2021
- Handled 150+ customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls, emails and chats with minimal wait times.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products
Education
Associate of Arts - General Studies
Northeast Texas Community College
Mount Pleasant, TX12.2025
High School Diploma -
Pittsburg High School
Pittsburg, TX05.2021
Skills
- Attention to detail
- Proficient Microsoft Office Knowledge
- Data Entry
- Interpersonal Skills
- Conflict Resolution
- Strong Organization
- Computer proficient
- Time management
- Complex problem-solving
- Excellent Verbal and Written Communication
Timeline
Prior Authorization Representative
CVScaremark
01.2023 - Current
Client Support Specialist
Teleperformance
05.2021 - 01.2023
Customer Service Representative
Loan Star Title Loans
02.2020 - 05.2021
Associate of Arts - General Studies
Northeast Texas Community College
High School Diploma -
Pittsburg High School
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