Zannie Bradley
Houston,TX
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. 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
25
25
years of professional experience
1
1
Certification
Work History
Reservist
Department of Human Services
Houston, TX
06.2023 - Current
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Motivated and encouraged team members to communicate more openly and constructively with each other.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Collaborated with others to discuss new opportunities.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Identified needs of customers promptly and efficiently.
- Planned and completed group projects, working smoothly with others.
- Assisted with customer requests and answered questions to improve satisfaction.
Care Provider
Excel E care
Houston, Texas
01.2021 - Current
- Maintained daily living standards by assisting clients with personal hygiene needs.
- Assisted patients with daily personal hygiene.
- Arrange medication and reminded patients to take each according to correct schedule.
- Transported patients to medical, dental and personal care appointments.
- Made beds, swept floors and sanitized surfaces to support activities of daily living.
- Prepared healthy meals for to meet unique nutrition needs.
- Coordinated patient care plans with doctors and registered nurses and communicated treatment steps to patients.
- Reported concerns to nurse supervisor to promote optimal care.
- Monitored vital signs and medication use, documenting variances and concerning responses.
- Maintained safety by eliminating hazards and correcting issues.
- Coordinated doctor appointments, exercise, recreation and family visits to maintain schedule.
Assistant Manager - Finance & Accounts
JP Morgan Chase Bank
Houston, TX
05.2001 - 07.2023
- Consumer and business online technical support
- Payroll, Time management
- Managed a team of 25 employees, work from home and onsite bankers
- Sold banking products checking, savings account, home and car loan, credit cards, certificate of deposits
- recruit, Trained, coached and developed Bankers
- manage sales and productivity team performance
- conducted weekly team meetings
- Identify research resolved complex, escalated customer issue
- conduct daily coaching, one on one coaching,
- Facilitated monthly and quarterly meetings to discuss goals and progress
- Monitor employees performance to ensure quality of service provide feedback to support bankers via chat and live side by sides
- Adhoc projects
- Understanding of CCB Operations lines of business needs and process
- Assisted bankers with escalated calls, overrides
- Analyzed and resolved complex issues related to customers account
- Partnered with Research and Corporate internet group partners to navigate technical issues as needed
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Helped customers open accounts, make deposits, update information and carry out range of routine actions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Mentored new employees on procedures and policies to maximize team performance.
Patient Scheduler
Methodist Medical Center
Houston, TX
01.1999 - 05.2001
- Scheduled new and existing patients as walk-ins or by phone.
- Gathered current medical information and reviewed histories to gather details for surgeons.
- Answered office phones and emails.
- Double checked medical record databases.
- Managed patient check-in and check-out procedures and processed payments.
- Assisted patients in filling out pre-appointment paperwork.
- Processed payments and updated accounts to reflect balance changes.
- Checked patient insurance and collected pre-authorizations from providers.
- Updated patient information in databases and adhered to confidentiality requirements.
- Routed calls and correspondence to appropriate medical staff.
- Assisted patients with canceling and rescheduling appointments.
- Instructed patients regarding how to prepare for appointments.
- Answered phone calls and took messages for staff members.
- Reviewed insurance information with patients and processed copays.
- Greeted patients and guests upon entering lobby areas.
- Followed up with patients and confirmed appointments.
- Coordinated appointments with customers and staff members according to availability.
Education
Associate of Business Administration - Business
Houston Community College
Houston, TX05.2026
High school diploma -
Incarnate Word Academy High School
05.1991
Skills
- EXCEL, Word, MS office
- Customer service oriented
- Staff Management
- Financial Reporting
- Payroll Processing
- Recruitment and Hiring
- AP and AR Management
- Bank Account Reconciliations, fraud, claims audit
- Financial Management
- motivating others to achieve objectives and identifying improvements or corrective actions
- Management & Leadership Skills: Impact & Influence — Highly Proficient
Certification
- Notary License - 2024
Timeline
Reservist
Department of Human Services
06.2023 - Current
Care Provider
Excel E care
01.2021 - Current
Assistant Manager - Finance & Accounts
JP Morgan Chase Bank
05.2001 - 07.2023
Patient Scheduler
Methodist Medical Center
01.1999 - 05.2001
Associate of Business Administration - Business
Houston Community College
High school diploma -
Incarnate Word Academy High School
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