ZHANNA ZHUMABAYEVA
New York,USA
Summary
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
11
11
years of professional experience
Work History
FC Associate
Amazon
New Haven, CT
08.2024 - Current
- Followed procedures at all times for personal and team safety.
- Supported warehouse supervisors in daily operations management, meeting deadlines consistently without compromising quality standards.
- Selected packing materials based on size, quantity and fragility of package contents.
- Increased customer satisfaction by ensuring timely and precise order fulfillment, maintaining communication throughout the process.
- Took on extra hours and shifts during busy periods to meet tight shipping deadlines.
- Kept work areas neat, clean and free from debris.
- Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.
- Picked and packed order items.
- Maintained tidy and clean work areas to promote optimal productivity and safety standards.
- Promoted warehouse safety by reporting or resolving safety hazards and observing OSHA guidelines.
- Used appropriately sized boxes to pack products with care, minimizing shifting and damage during transport.
- Managed timely and effective replacement of damaged or missing products.
Bilingual Customer Service Representative
Maximus
New York, NY
10.2023 - 05.2024
- Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols
- Transfer / refer consumers to appropriate entities according to the established guidelines
- Perform co-browse interactions with consumers seeking assistance with the application process via the NYSOH, as necessary
- Facilitate the fulfillment of caller requests for materials via mail, email, or download
- Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate
- Escalate calls or issues to the appropriate designated staff for resolution as needed
- Track and document all inquiries using the applicable systems
- Facilitate translation services for non-English speaking callers according to procedures
- Attends meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems
- Meet Quality Assurance (QA) and other key performance metrics
- Responsible for adhering to established safety standards
Medical Receptionist
New York Arthritis Clinic
New York, NY
10.2019 - 03.2020
- Serves patients by greeting and helping them, scheduling appointments, and maintaining records and accounts
- Welcomes patients and visitors in person or on the telephone, and answering or referring inquiries
- Optimizes patients' satisfaction, provider time, and treatment room utilization by scheduling appointments in person or by telephone
- Keeps patient appointments on schedule by notifying provider of patient's arrival, reviewing service delivery compared to schedule, and reminding providers of service delays
- Comforts patients by anticipating patients' anxieties, answering patients' questions, and maintaining the reception area
- Ensures availability of treatment information by filing and retrieving patient records
- Maintains patient accounts by obtaining, recording, and updating personal and financial information
- Obtains revenue by recording and updating financial information, recording and collecting patient charges, controlling credit extended to patients, and filing, collecting, and expediting third-party claims
- Maintains business office inventory and equipment by checking stock to determine inventory level, anticipating needed supplies, placing and expediting orders for supplies, verifying receipt of supplies, and scheduling equipment service and repairs
- Helps patients in distress by responding to emergencies
- Protects patients' rights by maintaining confidentiality of medical, personal, and financial information
- Maintains operations by following policies and procedures, reporting needed changes
- Contributes to team effort by accomplishing related results as needed
Flight Attendant
Air Astana
Almaty, KZ
02.2014 - 07.2018
- Demonstrating the use of emergency and safety equipment
- Serving beverages, meals and snacks
- Providing additional assistance to passengers with special needs
- Reassuring passengers during aircraft turbulence
- Administering first aid and medical care if required in the case of an emergency
- Providing instruction, including emergency evacuation procedures, to passengers
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
- Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
- Contributed to company success by consistently achieving high performance ratings for customer service, teamwork, and punctuality.
- Participated in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Provided comfort to anxious travelers through active listening, empathy, and reassurance during turbulence or other flight challenges.
- Solved in-flight emergencies calmly and effectively, minimizing passenger distress and ensuring safety.
Education
BACHELOR OF ARTS - LANGUAGE INTERPRETATION AND TRANSLATION
The International Kazakh-Turkish University
Shymkent, Kazakhstan MBA - Business Administration
University of The People
Pasadena, CABACHELOR OF ARTS - ECONOMICS
The Karagandy Economical University
Astana, Kazakhstan 05.2010
Skills
- Call Management
- Customer Support
- Payment Collection
- Sales Promotion
- Document Translation
- Caller Assistance
- Call Center Operations
- Eligibility Determination
- Exceptional time management skills
- Warehousing functions
- Order Processing
- Multitasking Abilities
Timeline
FC Associate
Amazon
08.2024 - Current
Bilingual Customer Service Representative
Maximus
10.2023 - 05.2024
Medical Receptionist
New York Arthritis Clinic
10.2019 - 03.2020
Flight Attendant
Air Astana
02.2014 - 07.2018
BACHELOR OF ARTS - LANGUAGE INTERPRETATION AND TRANSLATION
The International Kazakh-Turkish University
MBA - Business Administration
University of The People
BACHELOR OF ARTS - ECONOMICS
The Karagandy Economical University