Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Zina Velez

Customer Service
Willingboro,NJ

Summary

Focused Customer Service Representative with 7 years of success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures and leveraging social media to nurture relationships with customers.

Overview

8
8
years of professional experience

Work History

customer service

Amazon/Shopper
Marlton, New Jersey
11.2020 - 08.2022
  • Interacted with customer by phone chat while processing customers shopping orders.
  • Pick and package fresh grocery items, chilled, freeze, and ensure proper storage until pick-up.
  • Maintain and restore inventory supplies for team mates.
  • Scanned packaged orders to ensure proper storage location for frozen, chilled, and ambient packages.
  • Resolved concerns with products or services to help with retention and drive sales.

Paraprofessional

ESS Educational Substitute Services
Cherry Hill, New Jersey
09.2019 - 03.2020
  • Oversaw students in classroom and common areas to monitor, enforce rules and support lead teacher.
  • Prepared learning materials, helping teachers prepare for daily instruction.
  • Relieved classroom teacher during breaks and maintained order and structure in classroom.
  • Delivered personalized educational, behavioral and emotional support to individual students to enable positive learning outcomes.
  • Kept classrooms clean, neat and properly sanitized for student health and classroom efficiency.

Customer Service Representative

ARI Fleet Management-Contract
Mount Laurel, NJ
04.2018 - 09.2019
  • High volume inbound/outbound calling: call center environment
  • Worked with domestic and international suppliers to facilitate product implementation
  • Provided technical assistance to National Account (Good year, Firestone, Jiffy Lube, etc
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Mortgage/Mortgage Associate

Freedom Mortgage -Contract
Mt Laurel, New Jersey
11.2017 - 04.2018


  • Explained different types of loans pertaining to client situations.
  • Scan and retrieved documents based on borrower's selection of their loan type.
  • Print legal documents containing various types of Loan agreements
  • Worked with underwriters to fix application problems and resolve issues.

BSA-Representative

TD Bank-Contract
Mt Laurel, NJ
06.2017 - 11.2017
  • Worked within a call center/office environment verifying and entering data.
  • Perform reviews to ensure compliance with the Bank Secrecy Act regulations policy
  • Identified needed business improvements and determined appropriate systems required to implement solutions.
  • Assist the Bank Secrecy Act (BSA) co- coordinator with branch and exempt customer reviews
  • Review and eliminate errors against Anti Money Laundering and Fraud
  • Escalate suspicious documented information for further review.

Data Entry Clerk

Burlington County Detention Center-Contract
Mt Holly, New Jersey
01.2017 - 05.2017
  • Answer a high volume of incoming calls on a multiple switchboard console phone
  • Enter inmate charges, bail amounts, and scheduled court hearings.
  • Entered inmate sentence for: rehabilitation, county, state, or federal time
  • Process inmate bail request: by bond, cash, or money orders for inmate release.
  • Enter inmates release, transfers, and extraditions based on court request.
  • Scanned documents and saved in database to keep records of essential organizational information.
  • Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.

Customer Service Representative

Kmart
Moorestown, New Jersey
10.2013 - 12.2016
  • Provided primary customer support to internal and external customers for online orders.
  • Recorded account information to open new customer accounts on layaway items.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.

Education

Certified EKG Technician Burlington, NJ Certified Phlebotomy Technician -

Merit Training Institute
7000 Atrium Way #4 Mt Laurel, NJ 08054
07.2012 - 09.2012

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03.2020 - 01.2011

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Clinical Medical Assistant Program Merit - Medical Assisting

Merit Training Institute
7000 Atrium Way, #4 Mt Laurel, NJ 08054
07.2012 - 09.2012

Skills

Cash Handling

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Accomplishments

  • Previous contractor of Contemporary Staffing Solutions working on-site with ARI and TD Bank
  • Her assignments were “completed” and comes highly recommended by the clients
  • 5+ years customer service experience

Timeline

customer service

Amazon/Shopper
11.2020 - 08.2022

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03.2020 - 01.2011

Paraprofessional

ESS Educational Substitute Services
09.2019 - 03.2020

Customer Service Representative

ARI Fleet Management-Contract
04.2018 - 09.2019

Mortgage/Mortgage Associate

Freedom Mortgage -Contract
11.2017 - 04.2018

BSA-Representative

TD Bank-Contract
06.2017 - 11.2017

Data Entry Clerk

Burlington County Detention Center-Contract
01.2017 - 05.2017

Customer Service Representative

Kmart
10.2013 - 12.2016

Certified EKG Technician Burlington, NJ Certified Phlebotomy Technician -

Merit Training Institute
07.2012 - 09.2012

Clinical Medical Assistant Program Merit - Medical Assisting

Merit Training Institute
07.2012 - 09.2012

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