Zatashia Howard
Mooresville,NC
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
9
9
years of professional experience
Work History
Customer Retention Specialist
T-Mobile
12.2021 - 04.2023
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Troubleshooting
- Managed over 50 customer calls per day.
Customer Service Representative
Mass Markets
06.2020 - 12.2021
- Maintained positive, empathetic, and professional attitude toward customers at all times.
- Responding promptly to customers inquiries
- Communicating with customers through various channels
- Keeping records of customer interactions, comments, and complaints
- Scheduling senior citizens, firefighters, k-12 worker, any frontline workers there covid-19 vaccine shots
- Managed over 50 customer calls per day.
Armed Security Officer
Guard One Protective Services
04.2018 - 06.2020
- Patrolled internal building spaces and facility grounds to identify and deter threats to assets.
- Responded quickly to emergency situations to assess and deflect issues.
- Examined doors, windows and gates to verify security.
- Acted as deterrent to prevent criminal actions, vandalism and misconduct to allow business to conduct operations in safe environment.
- Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
Unarmed Security Officer
G4S Solutions USA
08.2016 - 04.2018
- Completed full building and grounds patrols to spot and investigate concerns.
- Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.
- Assisted in investigation of theft and vandalism incidents to promote peace and provide safety.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Monitored CCTV cameras and alarm systems for security breaches.
- Gathered information, identified, and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
- Responded quickly to incidents and assessed active situations for security concerns.
Home Sales Representative
STAR MOBILE
01.2014 - 08.2016
- Exceeded quotas frequently with continuous product pushes and attention to customer needs.
- Processed payments over phone using credit or debit card.
- Negotiated and completed purchasing contracts.
- Handled and followed up on escalations.
- Provided exceptional customer service.
- Cold calling
- Managed over 50 customer calls per day.
- Increased sales by 10%.
Education
High school diploma -
Kennedy Charter
06.2013
Skills
- Sales
- Surveillance (2 years)
- Customer service
- Microsoft Word (2 years)
- Telephone Etiquette
Timeline
Customer Retention Specialist
T-Mobile
12.2021 - 04.2023
Customer Service Representative
Mass Markets
06.2020 - 12.2021
Armed Security Officer
Guard One Protective Services
04.2018 - 06.2020
Unarmed Security Officer
G4S Solutions USA
08.2016 - 04.2018
Home Sales Representative
STAR MOBILE
01.2014 - 08.2016
High school diploma -
Kennedy Charter
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