Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
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Zeliana Thomas

Zeliana Thomas

Wendell,North Carolina

Summary

Dynamic professional with a proven track record at Konnected Consulting, excelling in customer relations and performance improvement. Skilled in strategic planning and complaint resolution, I enhanced customer satisfaction through effective communication and active listening. Adept at data collection and analysis, I consistently delivered exceptional service, fostering strong client engagement and loyalty.

Overview

8
8
years of professional experience

Work History

Facebook Group Manager

Konnected Consulting
03.2025 - Current
  • Identified areas of improvement through regular performance reviews, providing constructive feedback for CEO, and team members.
  • Evaluated individual performance within team through regular appraisals or feedback sessions.

    Supported continuous improvement strategies with monthly quality, safety and performance audits.

    Kept neat, current logs of group activities to monitor and track production progress.

    Negotiated contracts with vendors supplying gaming machines or other necessary services.

    Monitored financial performance by tracking revenue, expenses, and profitability metrics.

    Conducted regular reviews of gaming policies and procedures, updating as needed for regulatory compliance.

    Maintained current logs of fraudulent activity at casino and tracked security incidents.

    Analyzed data on customer demographics and preferences to inform decision-making processes within organization.

    Resolved customer disputes in professional manner to maintain positive relationships with patrons.

    Delivered exceptional customer service to bolster strong relationships and build positive experiences.

    Delivered fast and friendly service to handle questions and service complaints.

    Posting regular, engaging content to drive discussions and member participation; moderating member interactions, responding to member inquires and fostering a positive community experience; and implementing strategies to attract and retain existing ones.

    Helped office personnel with errands, paperwork and data entry.

    Collaborated positively with peers and other staff members to maintain friendly, supportive, and cooperative work atmosphere.

    Organized files and records and handled other support tasks, freeing up managers to take on more pressing responsibilities.

Non-Emergency Medical Driver

H2GO Transportation LLC
08.2024 - 10.2024
  • Improved patient satisfaction by providing timely and safe transportation to medical appointments.
  • Maintained a clean and comfortable vehicle for patients, ensuring a positive experience during transport.
  • Managed emergency situations calmly and efficiently, contacting appropriate personnel when necessary.
  • Ensured vehicle maintenance was up-to-date, contributing to the overall reliability of the transportation service.
  • Maintain strict adherence to schedules, ensuring timely arrivals for critical healthcare appointments like dialysis and hospital visits.
  • Manage meticulous time management to provide reliable on-time service for all clients.
  • Accommodate individual client needs, ensuring safe and comfortable transit under varying special circumstances.
  • Delivered fast and friendly service to handle questions and service complaints.
  • Listened to customer requests and specifications and made suggestions to appropriately fulfill needs.
  • Delivered exceptional customer service to bolster strong relationships and build positive experiences.
  • Sanitized high-touch surfaces to protect personnel and customers from viruses and germs.
  • Complied with corporate regulations, policies and procedures to maximize safety, security and overall trust in organization and employees.
  • Identified issues and solutions to eliminate backlog and maximize workflows.
  • Collaborated positively with peers and other staff members to maintain friendly, supportive, and cooperative work atmosphere.


  • Completed accurate documentation of all trips, maintaining records in accordance with company policy and regulatory requirements.

Customer Service Representative- Ralph Lauren

Adecco
11.2021 - 01.2022
  • Responded to customer inquiries, provided product recommendations, and offered technical support, resulting in effective issue resolution.
  • Managed order tracking and ensured successful delivery, maintaining consistent communication and achieving high customer satisfaction levels.
  • Mastered company policies and promotions, communicated billing procedures clearly, and facilitated payment processes to enhance the customer experience.
  • Answered customer inquiries via phone, email, and chat.
  • Assisted customers in navigating company website or application during support interactions.
  • Maintained high level of knowledge regarding current promotions, discounts, or special offers available.
  • Resolved product or service issues by clarifying customer complaints and offering appropriate solutions.
  • Provided accurate information about products and services to customers.
  • Followed up on unresolved cases to keep customers informed of progress towards solution.
  • Contributed to team effort by meeting performance goals and assisting colleagues when needed.
  • Offered personalized recommendations based on customer preferences or past purchase history.
  • Managed difficult customer situations with professionalism and empathy.
  • Maintained customer records by updating account information in database.
  • Processed orders, prepared correspondences, and completed required documentation.
  • Resolved customers' service or billing complaints by exchanging merchandise, refunding money or adjusting bill

Customer Service Representative

Conduent
08.2017 - 04.2020
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Delivered precise information to clients, improving service comprehension and satisfaction levels.
  • Administered Medicare plan modifications and managed new enrollments while adhering to strict privacy and data protection standards.
  • Processed customer orders with efficiency and maintained comprehensive records (invoices) to ensure trustworthiness and reliability in client interactions.
  • Engaged in active listening with customers, confirming, and clarifying information to provide comprehensive support.
  • Managed large volume of daily calls while maintaining high customer satisfaction rate.
  • Demonstrated flexibility in adjusting work schedule according to call center demands.
  • Escalated complex cases to management when needed for further assistance or guidance.
  • Improved customers' experiences with targeted product and service recommendations.
  • Utilized strong listening skills to understand customer concerns and empathize with their situation.
  • Handled multiple responsibilities simultaneously and balanced priorities to maintain high levels of customer satisfaction.
  • Maintained compliance with HIPAA regulations to safeguard patient privacy.
  • Processed payments from patients for co-payments, deductibles, or self-pay services.
  • Received and prioritized calls, faxes and patient requests, routing information promptly to relevant recipients.
  • Obtained and updated patient personal and financial information.
  • Verified insurance eligibility, referral authorization and financial education.
  • Reviewed Medicare claims to ensure accuracy and compliance with regulations.
  • Responded promptly to client inquiries regarding their Medicare status and benefits.
  • Facilitated discussions between key stakeholders, including healthcare providers, insurance carriers, and government representatives, in order to foster collaboration around pressing issues facing sector.
  • Worked closely with management to address any potential risks or concerns related to Medicare operations.
  • Assisted clients in understanding their Medicare benefits and coverage options.
  • Coordinated efforts across multiple teams within organization in order to effectively serve diverse range of clients.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Conducted research on latest changes in Medicare policies and guidelines.
  • Determined charges for services requested, collected deposits and payments, or arranged for billing.
  • Collaborated with internal departments to find resolutions and conduct further research on customer account.

Education

No Degree -

Green Hope High School
Cary, NC
08-2016

Skills

  • Staff development
  • Customer relations
  • Operations management
  • Client engagement
  • Performance improvement
  • Strategic planning
  • Complaint Resolution
  • Product Knowledge
  • Team quality control
  • Complaint handling
  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Call center experience
  • Conflict resolution
  • Computer proficiency
  • Microsoft Excel
  • Payment processing
  • Customer satisfaction measurement
  • Administrative support
  • Documentation
  • Data collection
  • Technical support
  • Clerical support
  • Sales expertise
  • Order fulfillment
  • Information security

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Facebook Group Manager

Konnected Consulting
03.2025 - Current

Non-Emergency Medical Driver

H2GO Transportation LLC
08.2024 - 10.2024

Customer Service Representative- Ralph Lauren

Adecco
11.2021 - 01.2022

Customer Service Representative

Conduent
08.2017 - 04.2020

No Degree -

Green Hope High School

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