Summary
Overview
Work History
Education
Skills
Timeline
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Zhakia Phrance

Norcross

Summary

Experienced with providing high-quality customer support across various channels. Utilizes strong problem-solving skills to address and resolve customer inquiries efficiently. Track record of excellent communication and maintaining positive customer relationships.

Customer service professional with proven ability to improve customer satisfaction and streamline support processes. Valued for strong collaboration and adaptability in dynamic environments. Known for problem-solving skills and empathetic communication.

Overview

10
10
years of professional experience

Work History

Staffing Coordinator

Tucker Wellness Center
08.2023 - 01.2025
  • Verified payroll, vacation and sick time hours to support accounting processes.
  • Assisted in onboarding new hires, facilitating a smooth transition into their roles and supporting employee retention efforts.
  • Increased client satisfaction by maintaining thorough knowledge of client needs and matching suitable candidates for open positions.
  • Worked closely with other departments within the organization to address workforce planning needs effectively.
  • Conducted comprehensive interviews, assessing candidate skills and cultural fit for successful placements.
  • Supported HR functions such as benefits administration and employee relations, enhancing overall organizational efficiency.
  • Managed a database of qualified candidates, ensuring accuracy and up-to-date information to expedite the hiring process.

Debt Collection Specialist

Rent Recovery Solutions
11.2020 - 07.2023
  • Provided exceptional customer service during collections calls, leading to positive feedback from clients and improved relationships with debtors.
  • Expedited payment arrangements with debtors using persuasive techniques while treating them fairly and respectfully.
  • Improved cash flow for clients by successfully collecting overdue payments and reducing accounts receivable aging.
  • Decreased delinquency rates through consistent follow-ups, negotiation skills, and timely resolution of disputes.
  • Recovered outstanding debts by implementing effective collection strategies and maintaining professional communication with debtors.
  • Increased recovered funds by initiating skip tracing efforts when locating hard-to-find debtors proved challenging.

Customer Support Specialist

ATT
03.2017 - 10.2020
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.

Cashier Team Lead

The Cookout
06.2015 - 02.2017
  • Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
  • Assisted customers by answering questions and fulfilling requests.
  • Communicated with customers and team members to solve problems.
  • Processed both cash and card purchases and returns.
  • Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
  • Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.

Education

Health Sciences

Gwinnett Technical College
Lawrenceville, GA
07-2027

Penn Foster Career School
Scranton, PA
07-2025

Skills

  • Staff scheduling
  • New hire onboarding
  • Strong organization
  • Staff coordination
  • Goal oriented
  • Debt settlement
  • Debt recovery
  • Documentation
  • Persistence
  • Problem-solving
  • Complaint handling
  • Customer relationship management (CRM)
  • Data entry
  • Team leadership
  • Customer service

Timeline

Staffing Coordinator

Tucker Wellness Center
08.2023 - 01.2025

Debt Collection Specialist

Rent Recovery Solutions
11.2020 - 07.2023

Customer Support Specialist

ATT
03.2017 - 10.2020

Cashier Team Lead

The Cookout
06.2015 - 02.2017

Health Sciences

Gwinnett Technical College

Penn Foster Career School

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Zhakia Phrance