ZHANIA COLLINS
Conyers,GA
Summary
Organized and dedicated customer service specialist with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
1
1
Language
6
6
years of professional experience
Work History
Customer Service Advocate II
Concentrix
03.2023 - Current
- Enhanced patient support by preparing and forwarding referrals to specialists, ensuring completion of requisite paperwork and follow-up procedures.
- Sustained HIPAA compliance during patient health information handling, ensuring data confidentiality.
- Optimized procedures elevating service delivery and minimizing response times.
- Utilized CRM software for tracking customer interactions, promoting efficient transfers between support agents when needed.
- Guided customers through billing payment processing and support policies and procedures.
- Managed approximately 80-100 incoming calls per day from customers.
Assistant Manager
Hibbett Sports
02.2022 - 04.2024
- Supervised daily store activities and enhanced a friendly, customer-oriented setting.
- Trained and developed team of 6-8 through direct engagement and performance reviews, boosting team productivity and sales effectiveness.
- Directed inventory merchandising and stock replenishment efforts optimizing product accessibility and presentation.
- Handled customer inquiries and resolved conflicts with empathy, ensuring enjoyable experiences on every occasion.
- Drove sales targets by exemplifying superior service and fostering team engagement with innovative merchandising initiatives.
Administrative Assistant
Beaver Beauty Academy
10.2020 - 02.2022
- Served as principal administrative representative for students, instructors, and vendors overseeing phone and email correspondence.
- Handled billing and payments & coordinated basic bookkeeping in Excel.
- Administered front-desk customer service, tackling inquiries and resolving issues to maintain supportive environment.
- Managed scheduling for appointments, classes, and staff meetings to enhance organizational efficiency.
- Guided new administrative staff through operational procedures and software applications to ensure successful onboarding.
Education
Highschool Diploma -
Southwest Dekalb Highschool
Decatur05-2020
High School Diploma -
Cooper City Highschool
Cooper City06-2018
Skills
- Typing proficiency
- Cross-functional communication
- Telecommunications support expertise
- Detail-oriented data management
- Administrative coordination
- Proficient in CRM tools
- Effective conflict resolution
LANGUAGES
English
Timeline
Customer Service Advocate II
Concentrix
03.2023 - Current
Assistant Manager
Hibbett Sports
02.2022 - 04.2024
Administrative Assistant
Beaver Beauty Academy
10.2020 - 02.2022
Highschool Diploma -
Southwest Dekalb Highschool
High School Diploma -
Cooper City Highschool