Zina Fenwick
Rochester,USA
Summary
Encouraging Executive with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
29
29
years of professional experience
Work History
Substitute Support Staff Member
EAGLE CREEK ACADEMY/ALPINE ACADEMY
Rochester, USA
07.2019 - Current
- Implementing instructions according to CDA standards and early learning guidelines
- Planned and implemented different daily activities to enhance overall development and growth of every student
- Teaching methods to improve child behavior with emphasis on personal hygiene,physical, mental and social skills
- Identifying children showing signs of health related, emotional, and developmental issues and discussing them with supervisor and parents and documenting them
- Bi-Annual meeting with parents to discuss student progress and path forward
Sr Executive - Customer Service and Collections
BHARTI TELEVENTURES
, India
08.2005 - 04.2007
- Directed a team of 25 agents (Outbound calling agents)
- Developed and implemented new strategies and policies to establish long-term business objectives and provide strong and sustainable organizational leadership
- Fixed targets and monitored agents . Ensured they achieved targets and assisted them to achieve goals on time
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Streamlined operations to maximize business efficiency and profits
- Regularly updated the team on new marketing strategies
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
- Connect with HR on short-listed candidates
- Operations related interview conducted for short-listed candidates
- Share the list of selected candidates to Operations Managers and HR
- Ensure Onboarding of New Recruits are complete
- Project managed ad-hoc Quality Improvement Initiatives
- Lead project teams which achieved defined objectives and targets by providing feedback to Line Management on performance and application of competencies within the project team
- Coordinating with various departments to Support Implementation of the quality of product and service delivery is always up to the mark
- Plan and conduct periodic audits and recommend preventive and corrective actions
- Maintaining benchmark for relationships and opportunities with external agency and various departments of Airtel
- Liaise with various departments for launch of new plans in the market
- Ensuring the team sends welcome letters to new customers on the Airtel Network
Collection Executive
E-SERVE International Ltd
, India
05.2003 - 12.2004
- Handled collection related activities for Citibank Credit Cards
- Contacted clients with past-due payments, and actively monitored payments due from clients.
- Handled customer queries related to settlements, and escalated whenever required.
- Collaborated on collection and dispute resolution issues
Associate – Payment Assistant Executive
GECBPMSL, GE & SBI
, India
06.2001 - 05.2003
- Trained new recruits and assisted them on the job in case they needed any assistance while working to ensure smooth Knowledge transfer is done
- Allocation of targets.
- Handled escalated calls
- Refresher trainings provided as and when required to the non-performers to reach the target
- Resolving queries related to Billing dates, Statement dates, Interest charges, Various Fees
Placement officer
JMJ Placements Solutions Pvt. LTD
, India
05.1999 - 05.2001
- Connecting with Companies (GE Capital International Services & I Process) for their requirements with details like Skills set required (IT Profiles, Non IT Profiles example Call Center, Data Entry or Accounting Profiles)
- Sourcing Profiles from various channels like: Job Portals - Naukri, Monster, Referrals, Networking
- Maintained a track of Quantity of Applications received, Quality of the Applications based on the requirements, Short listed Candidates, Appointed Candidates, Interviews conducted
- Conducting Interviews/Screening profiles/Tests for Niche profiles/Group Discussions and submit them to the company to short list them
- Follow up with the Company on the Final Selected candidates
- Billing the company for the services provided and updating the same to the Manager
Research Analyst
Global Industry Analyst Inc
, India
10.1997 - 04.1999
- Preparation of a Comprehensive Industry Report
- Analyzed large volume of data to identify patterns, trends and correlations
- Extensive study, research, and analysis of various companies
- Report included Product Segment, Customer Profiles, Regional Market Potential, Strategic Initiatives, Technical issues impending the industry under study
Management Trainee
Sunrise Oleochemicals Ltd
, India
09.1995 - 09.1997
- Interacted with Banks, Finance companies and Registrars
- Gained knowledge of company policies, protocols and processes
- Handled day-to-day customer or client questions via telephone or email
- Coordinated the activities of the office and factory
Skills
- MS Office - Word
- MS Office – Excel
- Power BI
- Tableau
- SQL
- Time Management
- Training and Development
- Customer Service and Relations
- Call Center Operations
- Administrative and office support
- Coordination and teamwork
Timeline
Substitute Support Staff Member
EAGLE CREEK ACADEMY/ALPINE ACADEMY
07.2019 - Current
Sr Executive - Customer Service and Collections
BHARTI TELEVENTURES
08.2005 - 04.2007
Collection Executive
E-SERVE International Ltd
05.2003 - 12.2004
Associate – Payment Assistant Executive
GECBPMSL, GE & SBI
06.2001 - 05.2003
Placement officer
JMJ Placements Solutions Pvt. LTD
05.1999 - 05.2001
Research Analyst
Global Industry Analyst Inc
10.1997 - 04.1999
Management Trainee
Sunrise Oleochemicals Ltd
09.1995 - 09.1997
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