Summary
Overview
Work History
Education
Skills
Timeline
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Zina Carter- Robertson

San Leandro,CA

Summary

Polite and professional. Successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings.

Overview

9
9
years of professional experience

Work History

CALL CENTER REPRESENTATIVE

HealthNet
Oakland, CA
07.2021 - 11.2024
  • Answer high volume inbound calls and respond to emails from members, and providers
  • Support calls from members regarding eligibility, authorizations, enrollment, payments/billing, claims, and ID cards
  • Document all activities for quality and metrics reporting through the Customer Relationship

CALL CENTER REPRESENTATIVE

Gap Inc
Rocklin, CA
08.2020 - 02.2021
  • Executed research and resolution of customer and bank follow-up orders utilizing fraud detection tools.
  • Addressed customer issues by adhering to departmental verification guidelines.
  • Demonstrated effective multi-tasking abilities while managing time efficiently.

CUSTOMER SUPPORT REPRESENTATIVE

IHSS In Home Support Services
Oakland, CA
06.2019 - 07.2020
  • Answered customer questions and addressed concerns, resulting reduction in complaint calls
  • Answered 70+ inbound calls per day and directed to designated individuals or departments
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations

SHIFT MANAGER

McDonald's
San Leandro, CA
06.2018 - 06.2019
  • Oversaw scheduling operations, including approval of time-off requests and coordination of coverage for short-staffed shifts
  • Guided and developed new employees to enhance overall team performance.
  • Led training and supervision of crew members to enhance team performance.

CASHIER/ SALES ASSOCIATE

Ross Dress For Less
San Leandro, CA
06.2015 - 03.2018
  • Providing friendly customer service while obtaining fast checkout
  • Understanding the customers are always right
  • Handling register and cash drawer
  • Greeting shoppers as they entered the store
  • Assisting shoppers with their store needs.

Education

High School Diploma -

John Muir Charter School
Sacramento, CA

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American River College

Skills

  • Implemented quality assurance controls to ensure product compliance and reliability
  • Assisted customers with inquiries and issues to enhance satisfaction Provided timely solutions to support customer needs Collaborated with team members to improve service delivery
  • Facilitated training and development initiatives to enhance employee skills and

Timeline

CALL CENTER REPRESENTATIVE

HealthNet
07.2021 - 11.2024

CALL CENTER REPRESENTATIVE

Gap Inc
08.2020 - 02.2021

CUSTOMER SUPPORT REPRESENTATIVE

IHSS In Home Support Services
06.2019 - 07.2020

SHIFT MANAGER

McDonald's
06.2018 - 06.2019

CASHIER/ SALES ASSOCIATE

Ross Dress For Less
06.2015 - 03.2018

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American River College

High School Diploma -

John Muir Charter School
Zina Carter- Robertson