Zaviana Duckett
Severn,MD
Summary
Well qualified professional with strong background in customer relations, skilled in communication, problem-solving, and conflict resolution. Known for collaborative approach and consistent achievement of results. Adaptable to changing needs, ensuring seamless service delivery. Proficient in CRM systems, active listening, and building positive client relationships.Crеаtivе аnd resourceful able to adapt to changing рriоritiеѕ whilе maintaining a ѕtrоng wоrk еthiс. Hardworking self-starter with proven ability to build effective and lasting collaborative business relationships. Offers leadership abilities, and consistently collaborates with team members at all levels to achieve organization goals. Committed to quality and excellence.
Overview
11
11
years of professional experience
Work History
Customer Relations Rep
Baltimore Gas & Electric
Baltimore, MD
11.2022 - Current
- Managed client accounts, ensuring accurate record-keeping and timely follow-ups on outstanding issues.
- Developed rapport with customers by maintaining clear communication lines, fostering trust, and demonstrating empathy.
- Conduct and perform reviews and making recommendations regarding account status.
- Reduced response time by implementing efficient processes for handling customer requests and concerns.
- Respond to Gas and Electric emergencies by opening OMS and Gas trouble tickets
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- · Outstanding analytical, problem-solving, and troubleshooting ability.
- Processing and reviewing applications for gas and electric services, scheduling appointments for start service request.
- Working with government agencies to asisst with processing transactions on customers accounts.
Administrative Support II/Credentialing Specialist
Social Security Administration, SSA
Gwynn Oak, MD
11.2021 - 06.2022
- Conducted primary source verifications such as background checks.
- Create and ship temporary virtual private network badges across USA to assist in employees working from home.
- Troubleshoot errors independently and complete a thorough analysis of records.
- Improved turnaround time for credentialing applications by implementing an efficient online system.
- FBI background updates includes 10 fingerprint scanning, new photo updates and I-9 document review, Security Verify.
- Conducted audits for position data in various modules of the system. Ensuring all necessary documents were up-to-date and compliant with requirements.
- Inbound and outbound UPS shipping services
- Use spreadsheets or databases to update or maintain computerized records.
- Ensure customer satisfaction by assisting with issues regarding computer, badge, or profile related functions.
- Work side by side with National Network Service Center to ensure proper employee assistance related to McAfee encryption, Teleworking and VPN related issues.
- Contributed positively to team dynamics by fostering a collaborative and supportive work environment.
Customer Service Representative
Maryland Department Of Human Services
Baltimore, MD
03.2020 - 10.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Managed calls for different departments such as Child Support, TCA, Food stamps, Medicare and Medicaid.
- Resolved customer complaints with empathy, resulting in satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Verified eligibility and processed applications for programs while keeping sensitive data confidential.
- Established comprehensive case files to support proper documentation and record retention.
- Prepared documents for review and completion by service applicants, supporting completion and responding to questions.
Administrative Assistant
Life Renewal Services
Windsor Mill, MD
12.2016 - 02.2019
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Oversaw office supply inventory and ordered new stock.
- Provided logistical support for programs, meetings, and events including making reservations for patients, calendar maintenance, and agenda preparation.
- Performed intake process for new customers and ensure procedures for enrollment.
- Use spreadsheets or databases to update or maintain computerized records.
- Performed general office duties, including answering multi-line phones, routing calls or messages to appropriate staff
Receptionist
CFG Contracting, LLC
Owings Mills, MD
07.2015 - 02.2016
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Maintains continuous contact with the customer, insurance carriers, and other services to ensure all necessary information is obtained for reimbursement, and requirements are followed.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Controlled sales operations by maintaining files and forms
- Updates customer accounts records to ensure accurate and up-to date data is maintained, documents customer information into account notes for billing process
Retail Supervisor
Off Broadway Shoes
Hanover, MD
04.2014 - 08.2015
- Assisted customers in locating products and making informed purchasing decisions based on their needs and preferences.
- Trained new employees on store policies, procedures, and sales techniques to enhance their performance.
- Enhanced store appearance with regular maintenance, cleaning, and organization of merchandise areas.
- Increased customer satisfaction by providing exceptional service and addressing customer concerns promptly.
- Managed inventory in coordination with purchasing and receiving department.
- Prepared and submitted sales and business analysis reports to management on a regular basis
- Responded to guest queries and complaints in a prompt and professional manner.
- Made recommendations to vendors for merchandising goods and retail lines.
- Ensured adherence to all departmental policy in all task performance.
Education
High School Diploma -
Randallstown High School
Randallstown, MD05-2013
Skills
- Outstanding analytical, problem-solving, and troubleshooting ability
- Ability to manage multiple critical issues and interact with management
- Excellent communication, writing, training, and management skills
- Computer proficiency in Microsoft Office (Word, Excel, PowerPoint, etc)
- Ability to work hand-in-hand with other members to complete projected goals
- Exceptional verbal/written communication with strong leadership skills to effectively resolve problems and provide superior customer service
- Exceptionally well organized, with a track record that demonstrates self-motivation, creativity, and initiative to achieve both personal and corporate objectives
- Flexible professional capable of adjusting rapidly to new and challenging situations and working well under pressure to meet time-sensitive deadlines
- Committed to professional development, willing and able to complete special training as required
- Attention to details with a track record of working under pressure efficiently without supervision
- Customer-oriented, known for skillfully identifying and resolving problems by developing customized solutions to each user's needs
- Strong motivator/team player with effective and excellent planning, organizational, and negotiation strengths and the ability to lead, reach consensus, establish goals, and attain results
Core Competencies
- Organizational Skills
- Energetic Work Attitude
- Client Relationships
- Friendly and Professional Attitude
- Excellent Communication Skills
- Conflict Resolution Expert
- Excellent Interpersonal Skills
- Ethical Behavior and Integrity
- Highly Organized Professional
- Critical Thinking Aptitude
- Problem Solving
- Personal Creativity Effectiveness
- Details-Oriented
- Quality Assurance
- Zoom/ virtual communication
- Slack,Skype, Teams
- Empathy & Active listening
- Chat/email communication
- Application Processing
References
Available upon request.
Timeline
Customer Relations Rep
Baltimore Gas & Electric
11.2022 - Current
Administrative Support II/Credentialing Specialist
Social Security Administration, SSA
11.2021 - 06.2022
Customer Service Representative
Maryland Department Of Human Services
03.2020 - 10.2021
Administrative Assistant
Life Renewal Services
12.2016 - 02.2019
Receptionist
CFG Contracting, LLC
07.2015 - 02.2016
Retail Supervisor
Off Broadway Shoes
04.2014 - 08.2015
High School Diploma -
Randallstown High School