Zaria Hemphill
Union,NJ
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Highly-motivated with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
3
3
years of professional experience
Work History
Monitoring Agent
Affiliated Monitoring
Union, NJ
08.2023 - 10.2024
- Monitored incoming customer inquiries and escalated issues to appropriate departments.
- Assisted customers with product information, technical support, and troubleshooting assistance.
- Performed data entry of customer information into an internal database.
- Responded to customer complaints in a timely manner.
- Provided feedback on customer service performance to management team.
- Utilized various software systems to research customer inquiries and resolve problems.
- Documented processes related to monitoring activities for training purposes.
- Maintained current knowledge of company products, services, policies, and procedures.
- Collaborated with other departments such as sales or marketing teams to improve overall customer experience.
- Answered phone calls from customers seeking assistance or advice regarding their account status.
- Provided guidance on how customers can utilize our services more effectively.
- Provided friendly and professional assistance to employees, visitors and customers.
Customer Service Specialist
Montclair State University NJ
Montclair, NJ
09.2021 - 06.2022
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Improved customer service wait times to mitigate complaints.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Administrative Manager
Youth Advocate Programs, Inc
Secaucus, NJ
- Monitored office inventory to maintain supply levels.
- Oversaw complex office support, managing records database and organizing contracts.
- Supported staff through in-service training, providing mentorship and additional resources.
- Managed purchase requisitions and approvals for all department equipment and supplies.
- Communicated job expectations and trained staff to promote team building and discipline.
- Organized and maintained documents, files and records.
- Managed paper or electronic filing systems by recording information, updating paperwork and maintaining documents.
- Worked with management team to improve workflows and eliminate unnecessary tasks.
Education
Bachelor of Arts - Cognitive Psychology
Montclair State University
Montclair, NJ07.2023
Associate of Arts - Arts
Bard College
Hudson, NY06.2021
High School Diploma -
Bard High School Early College
Newark, NJ06.2021
Skills
- Call Centers
- Good Communication Skills
- Security Team Coordination
- Network monitoring
- Incident Response
- Crime Prevention
- Premises surveillance
- Intrusion Detection
- Analytical Skills
- Task Prioritization
- Regulatory Compliance
- Problem Resolution
- Complaint Resolution
- Customer Order Management
- Customer Relations
- Customer Service
- Technology Troubleshooting
- Office Supervision
- Customer Service Management
- Meeting Coordination
- Presentation Design
- Process Improvement
- Resources Allocation
- Research
- Office Management
- Document Control
- Verbal and Written Communication
- Technical Support
- Critical Thinking
- Performance Evaluations
- Performance Improvement
- Strategic Planning
- Staff Management
- Microsoft Office Suite
- Quality Control
- High-Energy Attitude
- Documentation
- Computer Proficiency
- Call Management
Timeline
Monitoring Agent
Affiliated Monitoring
08.2023 - 10.2024
Customer Service Specialist
Montclair State University NJ
09.2021 - 06.2022
Administrative Manager
Youth Advocate Programs, Inc
Bachelor of Arts - Cognitive Psychology
Montclair State University
Associate of Arts - Arts
Bard College
High School Diploma -
Bard High School Early College
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