Zikeria Thomas
Sitel
Boiling Springs,SC
1
Certification
7
years of professional experience
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Seeking to maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Work History
Customer Service Specialist
3 Years 3 Months- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Reduced response time for customer inquiries by streamlining communication processes.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Maintained up-to-date knowledge of products and services to provide accurate information to customers.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Implemented feedback from supervisors to improve performance in key areas such as empathy and active listening.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Ensured timely follow-up on pending cases, reducing the number of unresolved issues significantly over time.
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
Personal Care Assistant
5 Months- Improved client comfort by providing exceptional personal care and maintaining a clean, safe environment.
- Enhanced client well-being by assisting with daily activities such as bathing, dressing, and grooming.
- Promoted independence with structured routines and clear communication to support clients in their daily lives.
- Ensured timely medication administration, managing accurate records of dosages and schedules for multiple clients.
- Contributed to a positive home atmosphere by engaging clients in conversation and recreational activities tailored to their interests.
- Collaborated with healthcare professionals to develop individualized care plans addressing each client''s specific needs.
- Monitored vital signs regularly, promptly reporting any abnormal findings to medical professionals for further evaluation.
- Prevented injuries through diligent observation of the environment and prompt intervention when needed during mobility assistance tasks.
- Facilitated client transportation to appointments, ensuring punctuality while providing emotional support during visits.
- Supported clients'' mental health by actively listening to concerns and offering compassionate companionship during challenging times.
- Maintained detailed documentation of client progress, sharing updates with family members and healthcare providers as necessary.
Office Administrative Assistant
11 Months- Streamlined office processes by implementing efficient filing and organizational systems.
- Reduced errors in documentation by meticulously proofreading and editing written materials.
- Enhanced team collaboration by effectively scheduling meetings and coordinating calendars for multiple executives.
- Ensured timely completion of projects with diligent task prioritization, delegation, and followup.
- Safeguarded company information by maintaining strict confidentiality in handling sensitive documents and records.
- Facilitated smooth communication between departments, acting as a liaison to ensure prompt resolution of issues.
- Contributed to cost savings through diligent monitoring of office supplies inventory and placing orders when necessary.
- Boosted employee morale by planning and executing engaging company events and team-building activities.
- Supported executive decision-making by preparing comprehensive reports on office performance metrics.
- Streamlined new employee onboarding process, reducing ramp-up time for incoming staff members.
- Expedited invoice processing, ensuring accurate recording of financial transactions in the accounting system.
- Improved customer satisfaction ratings by promptly addressing inquiries via phone, email, or in-person visits.
- Assisted management with budget preparation, providing detailed data analysis to support informed fiscal decisions.
- Elevated overall productivity levels through consistent maintenance of electronic filing systems and shared document repositories.
Customer Service Sales Representative
2 Years 7 Months- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Maintained high levels of customer retention with proactive relationship-building strategies.
- Enhanced team performance, providing continuous training and support to new and existing representatives.
- Streamlined communication processes for improved efficiency in handling customer inquiries.
- Collaborated with cross-functional teams to optimize the overall customer experience.
- Implemented upselling techniques to increase average transaction value and drive additional revenue growth.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Delivered exceptional service by consistently meeting or exceeding performance metrics for quality, speed, and accuracy.
Education
High school diploma
Skills
Scheduling
Complaint resolution
Account updating
Call Management
Data Collection
Data Entry
Paperwork Processing
Appointment Scheduling
Report Generation
Information Security
Customer Service
Clerical Support
Payment Processing
Process Optimization
Quality Control
Call Center Operations
Project management abilities
Dispute Resolution
Conflict Resolution
Retail store support
Staff education and training
Administrative Support
Microsoft Office Suite
Customer Relationship Management (CRM)
Certification
- Pharmacy Technician Certification
- Forklift Certification
- CPR Certification
Timeline
Customer Service Specialist
Sitel
05.2023 - CurrentRead More
Personal Care Assistant
PCA Spartanburg Regional Restorative Care
12.2022 - 05.2023Read More
Office Administrative Assistant
BEAUTY SYSTEMS GROUP
12.2021 - 11.2022Read More
Customer Service Sales Representative
J. C. Penney
02.2019 - 09.2021Read More
Spartanburg High School
High school diploma
Read More