Summary
Overview
Work History
Education
Skills
Timeline
Generic

Zoe Rayford

Hephzibah,GA

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Prime Therapeutics LLC
06.2023 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly, and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated claims system to track claim status and provide relevant information to other departments.
  • Collaborated with internal departments and external vendors to achieve fast resolution of claims.
  • Used critical thinking to break down problems, evaluate solutions, and make decisions.
  • Maintained knowledge of benefits claim processing, claims principles, medical terminology and procedures, and HIPAA regulations.

Inbound Customer Service Representative

FEMA Corporation
07.2021 - 04.2023
  • Answered phone with friendly greeting to create positive inbound calling experience for customers
  • Resolved complaints to satisfy customers and encourage future transactions
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions
  • Educated customers about product terminology, features, and benefits to improve sales and customer satisfaction.

Customer Service Representative

Teleperformance - WellCare
09.2016 - 07.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Answered constant flow of customer calls with minimal wait times
  • Offered advice and assistance to customers, paying attention to special needs or wants.

Food Service Assistant

Burger King
06.2014 - 09.2016
  • Adhered to safe work practices, food safety regulations and corporate guidelines
  • Monitored food preparation and offered feedback on portion size and presentation
  • Maintained effective supply levels by monitoring and reordering food stock and dry goods.

Education

Associate of Applied Science -

Gupton Jones College of Funeral Service
Decatur, GA
12.2025

High School Diploma -

Cross Creek High School
Augusta, GA
05.2016

High School Diploma -

Augusta Technical College
Augusta, GA
01.2014

Skills

  • Call Management Software
  • Telemarketing Expertise
  • High-Volume Call Centers
  • Customer Service and Assistance
  • Privacy Policies
  • Inbound Customer Calls
  • Information Updates
  • Issue Research
  • Call Select Communication Systems
  • Microsoft Office
  • Productivity Standards
  • Collaborative Environments
  • Data Accuracy
  • Call Decisioning
  • CRM Documentation
  • Client Rapport-Building
  • Critical Thinking
  • Online Chat
  • Conflict Resolution Techniques
  • Documentation
  • Issue and Complaint Resolution
  • Complaint Resolution
  • Medicare Knowledge
  • Interpersonal Communication
  • Regulatory compliance
  • Good Telephone Etiquette

Timeline

Customer Service Representative

Prime Therapeutics LLC
06.2023 - Current

Inbound Customer Service Representative

FEMA Corporation
07.2021 - 04.2023

Customer Service Representative

Teleperformance - WellCare
09.2016 - 07.2021

Food Service Assistant

Burger King
06.2014 - 09.2016

Associate of Applied Science -

Gupton Jones College of Funeral Service

High School Diploma -

Cross Creek High School

High School Diploma -

Augusta Technical College

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