Summary
Overview
Work History
Education
Skills
Timeline
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Zoe Marxelly Dilden

Johnson City,TN

Summary

Knowledgeable and dedicated customer service professional with extensive experience in call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

Citi Commerce Solutions
04.2020 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.

Front-End Manager

Food City
05.2018 - 04.2020
  • Oversaw cash handling procedures, minimizing discrepancies in end-of-day reports through diligent monitoring of transactions.
  • Oversaw cashier operations, bookkeeping, and security.
  • Maintained excellent store appearance by enforcing cleanliness standards and delegating tasks to team members effectively.
  • Maintained strong customer relations and effective customer service standards.
  • Resolved customer complaints promptly, reinforcing the company''s commitment to exceptional service standards.

CNA

NHC
03.2018 - 04.2018
  • Assisted patients with daily living activities, promoting independence and dignity.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Enhanced patient satisfaction by providing compassionate and attentive care.
  • Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.

BOH Line Cook

McAlister's Deli
08.2017 - 03.2018
  • Ensured consistent taste and quality by adhering to standardized recipes and carefully measuring ingredients.
  • Consistently met high volume demands while maintaining impeccable quality control standards for all dishes prepared.
  • Assisted in inventory management, accurately tracking stock levels and placing orders as needed.
  • Utilized strong organizational skills to manage multiple priorities simultaneously under pressure during busy shifts.
  • Trained new hires, fostering a positive team environment and contributing to overall staff development.
  • Raised the level of presentation quality by focusing on detail-oriented plating techniques for each dish served.
  • Maintained high standards of cleanliness, resulting in a consistently top-rated health inspection score.

Cashier

McDonald's Restaurant
07.2016 - 08.2017
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Assisted customers with returns, refunds and resolving transaction issues.

Education

High School Diploma -

Science Hill High School
Johnson City, TN
05.2017

Skills

  • Problem-solving abilities
  • Customer Service
  • Active Listening
  • Critical Thinking
  • Computer Proficiency
  • Conflict Resolution
  • Money handling abilities
  • Microsoft Excel
  • Complaint Handling
  • Microsoft Outlook
  • Technical Support
  • Quality Control
  • Staff Training

Timeline

Customer Service Representative

Citi Commerce Solutions
04.2020 - Current

Front-End Manager

Food City
05.2018 - 04.2020

CNA

NHC
03.2018 - 04.2018

BOH Line Cook

McAlister's Deli
08.2017 - 03.2018

Cashier

McDonald's Restaurant
07.2016 - 08.2017

High School Diploma -

Science Hill High School

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Zoe Marxelly Dilden