ZENIA MACK
Chesapeake,VA
Summary
Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction.
Overview
12
12
years of professional experience
Work History
Teller
Langley Federal Credit Union
03.2025 - Current
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Processed customer transactions promptly, minimizing wait times.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
Member Service Representative
Navy Federal Credit Union
05.2023 - 01.2025
- Analyze, research ,resolve problems and discrepancies related to member accounts/loans
- Assist members with submitting consumer/mortgage/equity loan,overdraft protection and credit card applications
- Counsel current and prospective members about Navy Federal's products and services
- Ensure cash and other negotiable instruments are handled properly
- Identify opportunities to cross service products and increase product penetration
- Perform platform banking functions
- Understand and comply with federal and other regulations relating to financial products and services
Customer Service Representative
Triple A
02.2019 - 05.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Customer Service Assistant
QVC
07.2013 - 03.2019
- Answered customer questions about product availability and shipment times
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Managed 50+ incoming calls each day with utmost professionalism and knowledgeable service
- Submitted completed orders quickly to maximize delivery efficiency
- Provided exceptional customer service to clients in fast-paced call center environment
Education
HIGH SCHOOL DIPLOMA -
I.C. Norcom High School
01.2010
Skills
- Exceptional customer service
- Cash handling
- Account management
- Cross-selling
- Professionalism and courtesy
- Drawer balancing
- Issue resolution
- Empathy display
- Call management
- Escalation management
Timeline
Teller
Langley Federal Credit Union
03.2025 - Current
Member Service Representative
Navy Federal Credit Union
05.2023 - 01.2025
Customer Service Representative
Triple A
02.2019 - 05.2024
Customer Service Assistant
QVC
07.2013 - 03.2019
HIGH SCHOOL DIPLOMA -
I.C. Norcom High School
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