Zion Hooker
Jackson,US
Summary
Customer Service Representative with frontline experience in managing high-volume inquiries and enhancing customer retention. Proficient in CRM documentation and appointment coordination, ensuring accurate records and streamlined operations. Aiming to leverage clinical knowledge and empathy to improve member experiences within healthcare settings.
Overview
5
5
years of professional experience
Work History
Customer Service Specialist
Conduent
01.2026 - 05.2026
- Managed high-volume inbound calls using company CRM to enhance customer experience and minimize callback rates.
- Resolved Medicare member inquiries via phone and chat, providing accurate account information.
- Documented call details and member resolutions to ensure accurate records and maintain quality assurance.
- Escalated complex customer issues to supervisors with detailed notes, facilitating quicker internal team resolutions.
Sales Representative
Walmart
Madison, MS
09.2024 - 12.2025
- Improved store sales by building strong customer relationships and closing deals with upsells.
- Resolved customer issues promptly, increasing repeat visits and customer satisfaction.
- Handled customer complaints, achieving resolution rates while maintaining professional communication.
- Coached new hires on sales techniques and store procedures, enhancing overall team effectiveness.
- Managed inventory tasks to ensure product availability, minimizing stock-outs during peak shifts.
Appointment Scheduler
First Choice Automotive
Jackson, MS
01.2021 - 07.2024
- Resolved customer complaints, achieving high resolution rates through professional communication.
- Scheduled service appointments, aligning technician availability with customer preferences to enhance shop efficiency.
- Executed end-of-day cash reconciliations, ensuring accurate accounting of daily transactions and addressing discrepancies.
- Processed cash transactions for service department efficiently, maintaining cash handling integrity and customer satisfaction.
Education
Nursing - Collage student
Holmes Community College
Ridgeland, MS05-2026
Health Science Intro - Vocational Education and Training
Career Development Center
Jackson, MS05-2024
High school diploma -
Provine High School
Jackson, MS05-2024
Skills
- Customer support and service
- Product knowledge
- Service knowledge
- Data entry accuracy
- Escalation management
- Problem solving
- Effective communication
- Active listening
- Teamwork
- Team collaboration
- Team adaptability
- Empathy and patience
Timeline
Customer Service Specialist
Conduent
01.2026 - 05.2026
Sales Representative
Walmart
09.2024 - 12.2025
Appointment Scheduler
First Choice Automotive
01.2021 - 07.2024
Nursing - Collage student
Holmes Community College
Health Science Intro - Vocational Education and Training
Career Development Center
High school diploma -
Provine High School