Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Zelinda Davis Kirk

Zelinda Davis Kirk

CHICAGO,IL

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Operations Team Manager/Customer Service Agent

Alorica
10.2006 - 01.2022
  • Helped 60 + team members every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service. Meet established KPI.
  • Educated team members on account services and resolved client inquiries regarding statement information and account balances.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands.

Reservations Agent and Trainer

TWA Airlines
Chicago, IL
08.2000 - 04.2008
  • Provided customers with information about availability and pricing.
  • Resolved various issues and discrepancies for customers.
  • Managed team of employees, oversee training and professional growth of employees.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.

Reservation Agent and Trainer

ATA Airlines
Chicago, Illinois
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
  • Resolved various issues and discrepancies for customers.

Education

Some College (No Degree) - Fashion Merchandising And Business Management

The Illinois Institute of Art - Chicago
Chicago, IL

Skills

  • Selling Skills
  • Issue and Complaint Resolution
  • Courteous with Strong Service Minds
  • Building Customer Trust and Loyalty
  • Agent Support
  • Team Operations

Certification

  • Business Start up and Entrepreneurship Training Facilitator
  • Certified Life Coach
  • Certified Trauma Coach

Timeline

Operations Team Manager/Customer Service Agent

Alorica
10.2006 - 01.2022

Reservations Agent and Trainer

TWA Airlines
08.2000 - 04.2008

Reservation Agent and Trainer

ATA Airlines

Some College (No Degree) - Fashion Merchandising And Business Management

The Illinois Institute of Art - Chicago

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Zelinda Davis Kirk