Zelda Kier
Valdosta,GA
Summary
Driven by a results-focused approach, I excelled at two work from home positions, mastering complaint resolution and MS Office to enhance customer satisfaction. Recognized for my strong telephone etiquette and problem-solving abilities, I consistently contributed to positive outcomes and operational improvements, significantly boosting customer retention. Polite and professional Customer Service Agent successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
24
24
years of professional experience
Work History
Store Manager
Cititrends
07.2010 - Current
- Oversee daily store operations, ensuring optimal staff performance and customer satisfaction.
- Recruit, train, and supervise staff, setting targets to drive motivation and productivity.
- Deliver exceptional customer service, addressing complaints and feedback promptly.
- Organize and allocate responsibilities, ensuring smooth departmental functions.
- Enhanced store efficiency, leading to measurable improvements in sales and customer retention.
- Lead store operations, overseeing staff management and customer relations.
- Implement creative solutions to optimize store layout and inventory management, resulting in improved customer experience and operational efficiency.
- Improved store sales by implementing effective marketing strategies and attractive visual merchandising.
Work From Home Customer Service Agent
Convergys
01.2006 - 07.2010
- Handled inbound calls from home addressing billing, equipment changes, new services, programming, and tech issues.
- Resolved customer issues using de-escalation techniques, enhancing overall satisfaction.
- Developed strong problem-solving skills to address diverse customer inquiries efficiently.
- Managed high-volume inbound calls, resolving diverse client issues from billing to tech support, while maintaining exceptional customer satisfaction levels.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
Work From Home Coordinator
Rescare Homecare
03.2001 - 08.2003
- Received and responded to customer requests via letters, emails, telephone calls and in-person interactions.
- Supervised staff members, providing guidance, training, and performance feedback as needed.
- Used job-related software to draft and finalize written correspondence and documentation.
- Tracked records, filed documents and maintained communication between clients to manage office activities.
- Assisted in managing medical appointments and healthcare needs for all family members.
- Handled emergencies calmly and effectively to ensure the well-being of all employees and clients.
Department Manager
Walmart
03.2001 - 08.2003
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Led a team of professionals to consistently achieve or exceed performance targets.
- Provided ongoing staff development opportunities through training programs, workshops, and regular feedback sessions.
Education
High School Diploma -
Thomasville High School
Thomasville, GAAssociate of Applied Science - Criminal Justice
Everest University - Tampa
Tampa, FL01.2015
Associate of Applied Science - Business Office Technology
Southwest Georgia Technical College
Thomasville, GA 03.2002
Skills
- Excellent Attention to Detail
- Customer Service
- Strong Telephone Etiquette
- Adaptable and Flexible
- Call Control
- Policy Development and Enforcement
- Calm and Professional Under Pressures
- Multitasking and Time Management
- MS Office
- Zendesk
- Self-Motivated
- Flexible and Adaptable
- Complaint Resolution
- Problem-Solving Abilities
- Critical Thinking
- Inbound And Outbound Calling
- Listening Skills
Timeline
Store Manager
Cititrends
07.2010 - Current
Work From Home Customer Service Agent
Convergys
01.2006 - 07.2010
Work From Home Coordinator
Rescare Homecare
03.2001 - 08.2003
Department Manager
Walmart
03.2001 - 08.2003
High School Diploma -
Thomasville High School
Associate of Applied Science - Criminal Justice
Everest University - Tampa
Associate of Applied Science - Business Office Technology
Southwest Georgia Technical College
Similar Profiles
Crystal BookhartCrystal Bookhart
Store Manager at CititrendsStore Manager at Cititrends
Brittany JohnsonBrittany Johnson
Assistant Manager at CititrendsAssistant Manager at Cititrends
Jasmine PowellJasmine Powell
Manager at CitiTrendsManager at CitiTrends
Tracy KingTracy King
Store Manager at CitiTrendsStore Manager at CitiTrends
Markus BlairMarkus Blair
VSU Recreation Front Desk Student at Valdosta State University Campus Recreation CenterVSU Recreation Front Desk Student at Valdosta State University Campus Recreation Center