SalesForce
Zeanna Beckford
Communications Associate
New Haven,CT
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking a proactive approach to identifying and addressing issues, focusing on optimizing processes and supporting team objectives.
Overview
10
10
years of professional experience
Work History
Communications Associate
Yale New Haven Health
03.2024 - Current
- Coordinate all in-house communication in a pleasant, courteous, and professional manner, performing reception and communication duties to ensure all patient, visitor, and medical staff needs in support of the perioperative services effectively as policy indicates and documenting all activity accurately.
- Maintained, received, reviewed, sorted, prioritized, and scanned necessary documents regarding all patients' medical records and forms relating to their medical status and care while maintaining HIPAA compliance.
- Collects necessary patient demographic and insurance information when completing the registration process; properly identifies patients promptly and accurately while adhering to Patient Identity/Red Flag rules, ensuring patient safety.
- Display a detailed knowledge of the overall department locations within the hospital while being able to provide directions to surgical patients (and support departments, as needed) at each access point.
- Coordinates and supports tasks related to patient surgical scheduling. Monitoring add-on case depot for case placement coordination, utilizing information via epic case entry function, and updating patient status boards as needed.
- Provide excellent customer service in accordance with YNHHS protocol. Ensuring a positive patient experience by acknowledging and receiving patients, physicians, and visitors to the department, following the YNHHS Standard of Professional Behaviors.
- Independently optimizes time-related to the role while managing to order office supplies and forms, both stock and non-stock, and otherwise maintains inventory and supply orders in a timely manner to prevent total stock depletion, as needed.
Guest Associate
European Wax Center
03.2023 - 06.2023
- Streamlined check-in and check-out processes for improved efficiency and guest convenience.
- Maintained accurate records of inventory items used throughout the establishment, ensuring optimal stock levels were always sustained.
- Resolved guest issues promptly, maintaining professionalism and empathy at all times.
- Managed front desk operations during busy periods, effectively prioritizing tasks without sacrificing attention to detail or customer care quality.
- Handled reservation inquiries accurately, securing bookings and maximizing service rates.
- Promoted upselling opportunities such as package upgrades or additional services, increasing overall revenue for the wax center.
- Collaborated with colleagues to maintain a smooth workflow and consistently uphold high levels of guest service excellence
- Processed payments accurately, maintaining proper cash handling procedures and balanced registers at the end of each shift.
Customer Support Associate
CardWorks Servicing
08.2022 - 03.2023
- Maintained comprehensive knowledge of product offerings to ensure accurate information was provided to customers during troubleshooting efforts.
- Boosted customer retention rates by providing exceptional support through phone, email, and chat interactions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Played an instrumental role in updating and maintaining the company's knowledge base to ensure easy access to accurate and current information for customers and support staff.
- Prevented potential escalations by successfully handling challenging situations with empathy, patience, and diplomacy.
- Efficiently navigated company CRM systems to document case details accurately for tracking purposes and future reference.
- Contributed to increased sales by upselling products and services when appropriate during support interactions.
- Organized and maintained customer records with high accuracy, ensuring data privacy and compliance.
Membership Sales
AAA Northeast
12.2021 - 06.2022
- Assisted new members with enrollment processes, communicating the benefits of various plans, leading to increased membership sales.
- Promoted company programs and offerings, resulting in increased membership sales and customer retention rates.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Call Center Representative
ReserveAmerica
03.2021 - 12.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
Collections Agent
Collections Bureau Of Husdon Valley
09.2020 - 03.2021
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Counseled debtors on payment options and arranged installment agreements.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed past-due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Maintained a high volume of calls and met the demands of a busy and productive group.
- Processed payments and applied them to customer balances.
- Provided exceptional customer service by empathizing with clients' financial situations while working toward mutually beneficial solutions.
- Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
- Promoted a positive work environment by contributing innovative ideas for process improvement within the team.
- Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
- Demonstrated adaptability by effectively managing a diverse range of accounts across various industries.
Retail Sales Associate
Bed Bath & Beyond
02.2020 - 09.2020
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Increased sales revenue through effective product recommendations tailored to individual customers.
- Consistently met personal sales goals through proactive customer engagement and upselling techniques when appropriate.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Promoted special offers and events by engaging with customers on the sales floor, driving awareness of promotions, and boosting sales conversion rates.
- Enhanced visual merchandising displays by arranging products strategically, attracting more customers to the store.
- Processed transactions efficiently using point-of-sale systems, minimizing customer wait times at checkout.
- Contributed to loss prevention efforts by maintaining vigilant awareness of potential theft risks on the sales floor and reporting suspicious activities as required.
- Engaged with customers on the sales floor, offering assistance and improving the shopping experience.
- Handled customer complaints empathetically and patiently, resolving issues to maintain a positive store reputation.
Warehouse Merchandise Handler
Gap Distribution Center
07.2019 - 01.2020
- Processed incoming shipments quickly to ensure timely availability of new products on the sales floor.
- Streamlined inventory management process for improved product tracking and availability.
- Adhered to company guidelines regarding proper lifting techniques, minimizing workplace injuries while handling heavy items such as furniture or bulk products.
- Expedited restocking process during high-volume periods for maintaining optimal shelf levels at all times.
- Utilized available technology tools such as handheld devices or software programs for efficient merchandise scanning, data entry, or retrieval tasks when necessary.
- Picked and packed order items.
- Followed orders precisely for correct items, sizes and quantities.
Retail Sales Associate
Total Wine & More
06.2018 - 01.2019
- Greeted customers warmly and helped with product questions, locating items, selections, purchases, and joining reward programs.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
- Increased sales revenue through effective product recommendations tailored to individual customers.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Processed transactions efficiently using point-of-sale systems, minimizing customer wait times at checkout.
- Supported store leadership in implementing new merchandising strategies to improve product positioning.
- Assisted in setting up promotional displays to attract customer attention and boost sales.
- Collaborated with team members to meet daily sales targets, contributing to overall store success.
Retail Sales Associate
Urban Outfitters, Inc.
01.2017 - 04.2018
- Helped customers complete purchases, locate items, and join reward programs.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Enhanced visual merchandising displays by arranging products strategically, attracting more customers to the store.
- Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.
- Contributed to loss prevention efforts by maintaining vigilant awareness of potential theft risks on the sales floor and reporting suspicious activities as required.
- Supported store leadership in implementing new merchandising strategies to improve product positioning.
- Engaged with customers on the sales floor, offering assistance and improving the shopping experience.
- Fostered a positive shopping environment, greeting customers warmly and providing personalized assistance.
- Assisted in setting up promotional displays to attract customer attention and boost sales.
- Participated in periodic inventory counts to maintain accurate stock levels.
- Supported store management in planning and executing seasonal promotions and sales events.
Receptionist
LA Fitness
07.2014 - 01.2016
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Maintained confidentiality of information regarding clients and company.
- Handled cash transactions and maintained sales and payment records accurately.
- Demonstrated strong multitasking abilities while managing multiple tasks simultaneously, meeting time-sensitive deadlines.
- Corresponded with clients through email, telephone, or postal mail.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
Education
No Degree - Public Health
Southern Connecticut State University
New Haven, CT01.2015
High School Diploma -
James Hillhouse High School
New Haven, CT06.2013
Skills
Strategic communications
Marketing Communications
Internal Communications
Crisis Communications
Customer Service
Teamwork and Collaboration
Problem-Solving
Data Entry
Multitasking Abilities
Adaptability and Flexibility
Public Speaking
Public relations
Analytical Skills
Interpersonal Skills
Professionalism
Communication Management
Interpersonal Communication
Continuous Improvement
Incident Response
Goal Setting
Schedule Coordination
Product and Service Promotion
Digital Communications
Creative Strategies
Crisis Response
Software
EPIC
Timeline
Communications Associate
Yale New Haven Health
03.2024 - Current
Guest Associate
European Wax Center
03.2023 - 06.2023
Customer Support Associate
CardWorks Servicing
08.2022 - 03.2023
Membership Sales
AAA Northeast
12.2021 - 06.2022
Call Center Representative
ReserveAmerica
03.2021 - 12.2021
Collections Agent
Collections Bureau Of Husdon Valley
09.2020 - 03.2021
Retail Sales Associate
Bed Bath & Beyond
02.2020 - 09.2020
Warehouse Merchandise Handler
Gap Distribution Center
07.2019 - 01.2020
Retail Sales Associate
Total Wine & More
06.2018 - 01.2019
Retail Sales Associate
Urban Outfitters, Inc.
01.2017 - 04.2018
Receptionist
LA Fitness
07.2014 - 01.2016
No Degree - Public Health
Southern Connecticut State University
High School Diploma -
James Hillhouse High School
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