Summary
Overview
Work History
Education
Skills
Timeline
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Zoe Ward

Houston,TX

Summary

Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.

Overview

6
6
years of professional experience

Work History

CARE Expert

Beyond Finance
11.2022 - 03.2024
  • Improved client interaction with compassionate communication and empathetic listening skills.
  • Navigated challenging situations with diplomacy, tactfully managing expectations while ensuring positive outcomes for all parties involved.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into a team environment.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Answered a constant flow of customer calls with minimal wait times.

Associate Customer Service Representative

Gexa Energy
09.2020 - 04.2022
    • Managed high volume of incoming calls, maintaining composure under pressure and providing accurate information to customers.
    • Conducted thorough research to provide informed solutions, enhancing overall client satisfaction levels.
    • Answered customer telephone calls promptly to avoid on-hold wait times.

Customer Service Representative

NRG Reliant Energy
01.2020 - 01.2021
  • Give accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints.
  • Multi-tasked systems while providing service and resolving customer issues, upgrades, etc.
  • Generated reports, correspondence and documentation for internal and customer use.

AT&T Protech

Asurion
01.2018 - 12.2019
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.

Front Desk Receptionist

LaQuinta Inn & Suites
10.2018 - 01.2019
  • Enhanced customer satisfaction by providing efficient and professional front desk services.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
  • Resolved customer problems and complaints.

Package Handler

FedEx
03.2018 - 12.2018
  • Improved package handling efficiency by implementing proper sorting and organizing techniques.
  • Streamlined workflow by coordinating with team members on efficient loading and unloading procedures.
  • Enhanced customer satisfaction by ensuring timely delivery of packages through efficient processing methods.

Education

Associate of Applied Science - Dental Hygiene

Houston Community College
Houston, TX
12.2026

GED -

Business Communication Solutions
Houston
05.2019

Skills

  • Telephone etiquette
  • Active listening
  • Follow-up skills
  • Computer literacy
  • Customer service
  • Product knowledge
  • Complaint resolution
  • New hire training

Timeline

CARE Expert

Beyond Finance
11.2022 - 03.2024

Associate Customer Service Representative

Gexa Energy
09.2020 - 04.2022

Customer Service Representative

NRG Reliant Energy
01.2020 - 01.2021

Front Desk Receptionist

LaQuinta Inn & Suites
10.2018 - 01.2019

Package Handler

FedEx
03.2018 - 12.2018

AT&T Protech

Asurion
01.2018 - 12.2019

Associate of Applied Science - Dental Hygiene

Houston Community College

GED -

Business Communication Solutions

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Zoe Ward