Zipporia Shaw
Detroit
Summary
Recognized for outstanding organizational skills and effective communication, consistently resolving customer inquiries to enhance satisfaction and retention.
Overview
22
22
years of professional experience
Work History
Clerical Specialist
County of Wayne
Detroit
01.2024 - Current
- Organized files, documents, and other office materials in an orderly manner.
- Maintained database systems by entering new and updated information.
- Provided administrative support to department staff members as required.
- Assisted with special projects as needed such as mailings or filing system updates.
- Received visitors at front desk, provided assistance as needed, and directed them to the appropriate party or area.
- Operated standard office equipment including copiers, printers, fax machines.
- Conducted data entry tasks with a high level of accuracy and efficiency.
- Ordered office supplies and managed inventory to ensure a well-stocked office.
- Facilitated communication within the office and with external partners.
- Provided customer service, addressing inquiries and resolving issues promptly.
- Handled incoming and outgoing mail and packages, including preparation for shipping.
- Maintained confidentiality of sensitive information and documents.
- Answered and directed phone calls to appropriate staff members.
- Sorted and distributed incoming mail, dispersing to appropriate departments and personnel.
- Reviewed files, records and other documents to obtain information or respond to requests.
- Identified issues and utilized emotional intelligence and diplomatic communication to defuse.
Call Center Sales Representative
The Home Depot Inc
Oak Park
08.2018 - 06.2022
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Maintained detailed records of customer interactions and transactions for future reference.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Developed effective working relationships with team members across multiple departments.
- Stayed current on relevant product and service offerings as well as competitor pricing models.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Maintained strong call control and quickly worked through scripts to address problems.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Offered resolutions to de-escalate calls and solve customer issues.
- Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
- Excelled in exceeding daily credit card application goals.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Surpassed sales goals through implementation of successful marketing strategies.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Strengthened customer retention by offering discount options.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prevented key account losses by researching discrepancies and correcting problems.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Housing Resource Specialist
Southwest Housing Solutions
Detroit
09.2016 - 10.2017
- Identified areas of need within the community that could benefit from additional resources or services.
- Assisted in developing housing plans for individuals and families facing homelessness.
- Monitored client progress towards obtaining permanent housing.
- Provided housing counseling, rental assistance, and resources to clients.
- Assessed eligibility of applicants in accordance with predetermined criteria to fill vacancies.
- Provided crisis intervention services to clients facing eviction or homelessness.
- Developed and maintained relationships with local landlords and property management companies to secure housing options.
- Coordinated with social service agencies to provide clients with access to supportive services.
- Maintained accurate and confidential client records, including case notes and financial documents.
- Assisted clients with permanent housing transitions.
- Conducted comprehensive assessments of clients' housing needs, preferences, and financial capabilities.
- Assisted clients in completing housing applications and securing necessary documentation.
- Negotiated lease agreements on behalf of clients, advocating for favorable terms and conditions.
- Verified assets and income for applicants.
- Implemented property inspection procedures to maintain compliance with housing codes.
- Conducted housing inspections to ensure properties met health and safety standards.
- Found affordable housing options for individuals and families.
- Communicated with housing managers and rental agencies on behalf of clients.
- Interviewed potential clients, collecting personal information to determine eligibility for social assistance.
- Guided clients through transition to independent living within community.
- Maintained accurate records and documented client data in company databases.
Document Control Specialist
Title Source
Detroit
02.2014 - 06.2015
- Maintained records of all documents scanned and indexed into the system.
- Conducted periodic audits of archived documents to ensure accuracy of information stored in the system.
- Resolved discrepancies between physical files and electronic records within the system.
- Maintained a safe work environment by following security protocols when handling sensitive materials.
- Entered metadata into the database associated with each document image scanned into the system.
- Prepared documents for scanning and indexing into the document management system.
- Scanned hardcopy documents using high speed scanner and imaging software applications.
- Performed quality control checks on scanned images prior to release into document management system.
- Generated reports summarizing data related to document activities including scan counts, retrieval statistics.
- Reviewed documents for accuracy, completeness, and compliance with applicable regulations.
- Created and edited documents, mail merges and graphics using diverse programs.
- Managed document processes through scanning, filing and transmitting while following all standard procedures.
- Identified errors and suggested appropriate edits.
- Properly prepared and shipped records for storage at offsite facilities.
- Performed file backup to properly store and archive electronic registers.
- Reviewed and verified project documents for completeness, format and compliance with contract requirements.
Assembly
Bridgewater Interiors
Warren
10.2003 - 08.2014
- Verified part numbers and assembly sequences with paperwork prior to assembly.
- Organized workstations to maximize efficiency during assembly process.
- Followed written instructions for assembly of parts.
- Monitored inventory levels of materials needed for assembly process.
- Followed detailed instructions provided by engineers regarding assembly processes.
- Prepared components for assembly by deburring, grinding and polishing.
- Calibrated test equipment used in the assembly process.
- Maintain a clean work area during the assembly process.
- Supported coworkers with tasks related to assembly line operations.
- Ensured the assembly line ran smoothly and efficiently.
- Completed accurate assembly work by positioning and aligning components.
- Monitored quality control of products during assembly process.
- Identify any defective parts before beginning assembly work.
- Train new employees on correct assembly techniques and processes.
- Monitored equipment performance during the final assembly process.
- Cleaned and prepared frames for final assembly.
- Assembled custom fabrications for final product assembly.
- Monitored manufacturing operations to ensure accuracy during assembly process.
- Troubleshot problems with assembly machines and equipment.
- Operated various hand tools and machines during assembly process.
Education
Associate of Arts - Business Administration
University of Phoenix
Tempe, AZ08-2025
Skills
- Member of the Honors Society
- Stellar customer service
- Organized
- Excellent verbal and written communication
- Calendar management skills
- Microsoft Office suites
- Dependable
- Problem solver
- Computer savvy on the current operating system
- Data entry
- Positive attitude
Accomplishments
- Member of The Honors Society
- Invited to high volume team pilot program due to sales numbers and customer service.
- Organized church functions/programs earning recognition from Bishop and FL.
Timeline
Clerical Specialist
County of Wayne
01.2024 - Current
Call Center Sales Representative
The Home Depot Inc
08.2018 - 06.2022
Housing Resource Specialist
Southwest Housing Solutions
09.2016 - 10.2017
Document Control Specialist
Title Source
02.2014 - 06.2015
Assembly
Bridgewater Interiors
10.2003 - 08.2014
Associate of Arts - Business Administration
University of Phoenix