ZANYADA GHEE
Tampa,FL
Summary
Self-motivated and highly dedicated Customer Service professional with extensive experience in customer service, across multiple industries. Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty while contributing to the company's overall success.
Overview
11
11
years of professional experience
Work History
Medicare Enrollment Specialist/Customer Service Representative
Results Cx
10.2022 - 12.2024
- Updated, entered, and reviewed customer data.
- Communicated effectively via telephone, email, and in person with prospective customers.
- Enhanced customer service by promptly addressing inquiries and resolving issues in a timely manner.
- Conducted comprehensive applicant interviews to determine eligibility and fit for specific programs.
- Enhanced customer satisfaction with personalized enrollment assistance.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt resolution for member inquiries regarding their Medicare enrollment status, providing clear and concise information.
- Maintained a high level of accuracy by conducting thorough reviews of enrollment applications, ensuring compliance with CMS regulations.
Customer Service Representative
Zte Solutions
10.2021 - 10.2022
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of multiple fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Scheduled deliveries and pickups according to customer needs.
- Answered phone calls and responded to customer emails.
- Monitored vehicle locations to coordinate timely arrivals.
- Adapted quickly to changing situations, ensuring uninterrupted dispatch operations during emergencies.
- Negotiated with vendors for better rates on communication equipment, improving budget efficiency.
Customer Service Intake Specialist
Centene
01.2018 - 10.2021
- Handled inbound customer chat conversations from website.
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Assisted department with email-based and phone support when call center was busy or short-staffed.
- Cultivated relationships with new customers and maintained good partnerships with existing clients.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Intake Coordinator
Health Integrated
05.2017 - 11.2017
- Carried out front office duties utilizing data entry skills in framework of medical database.
- Organized patient files and streamlined operations to improve efficiency.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Registered and verified patient records before triage with most up-to-date information.
- Supported office staff and operational requirements with administrative tasks.
- As intake coordinator I was responsible for admission and registration of incoming patients
- Triage
- Data entry
- Enhanced office productivity by organizing work loads.
Sr Fraud Account Supervisor
Capital One
09.2015 - 05.2016
- Adapted to frequently updated Policies and Procedures in response to current fraud trends
- Investigated account activity to identify fraud
- Verified account activity and customer identity
- Properly tracked and stored claim information
- Multi-tasked while servicing customers, using tools/resources, and reviewing account activity
- Investigated account activity to identify fraud while on call with customer and properly noted, case information
- Handle escalated calls from other call groups
- Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment
- Accurately documented, researched and resolved customer service issues
- Managed high call volume with tact and professionalism
- Defused volatile customer situations calmly and courteously
- Addressed and resolved customer product complaints empathetically and professionally
- Gathered and verified all required customer information for tracking purposes
- Referred unresolved customer grievances to designated departments for further investigation
- Performed background checks utilizing Lexus Nexus
Customer Service Representative
Amerigroup
12.2013 - 07.2015
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims
- Analyzed problems and provides information/solutions
- Thoroughly documented inquired outcomes for accurate tracking and analysis
- Developed and maintained positive customer relationship
- Coordinated with various functions within company to ensure customer requests and questions were handled appropriately and in timely manner
- Researched and analyzed data to address operational challenges and customer service issues
- Provided external and internal customers with requested information
- Used computerized systems for tracking, information, gathering and troubleshooting
- Provided knowledge of company services, products, insurance benefits, provider contracts and claims
- Understood and responded to needs and expectations of internal and external customers
- Investigated and reported issues relating to patient care or conditions that might hinder patient well-being
- Defused volatile customer situations calmly and courteously
- Accurately documented, researched and resolved customer service issues
- Effectively managed high-volume of inbound and outbound customer calls.
Education
Diploma - Medical Assisting
Sandford Brown
Tampa, FL2010
High school Diploma - Marketing And Interior Design
Bowers Whitley Career Center
Tampa, FL2007
Skills
- Microsoft Office Suite
- Microsoft Excel
- Salesforce
- Interpersonal skills
- Active Listening Skills
- Data Entry
- Patient and Empathetic
- Time Management
- Adaptability
- Flexibility
- Critical Thinking
- Efficient and Detail-Oriented
Timeline
Medicare Enrollment Specialist/Customer Service Representative
Results Cx
10.2022 - 12.2024
Customer Service Representative
Zte Solutions
10.2021 - 10.2022
Customer Service Intake Specialist
Centene
01.2018 - 10.2021
Intake Coordinator
Health Integrated
05.2017 - 11.2017
Sr Fraud Account Supervisor
Capital One
09.2015 - 05.2016
Customer Service Representative
Amerigroup
12.2013 - 07.2015
Diploma - Medical Assisting
Sandford Brown
High school Diploma - Marketing And Interior Design
Bowers Whitley Career Center
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