Zoie Hoffman
Beaufort,SC
Summary
Seasoned customer service professional boasting 7 years of experience in delivering top-notch service across diverse industries. Possessing a charismatic personality complemented by outstanding customer service skills. Demonstrated expertise in leadership, operational excellence, and organizational development, with a deep understanding of company/customer needs and expectations.
Overview
9
9
years of professional experience
Work History
Operations Team Leader
VXI Global Solutions
Beaufort, South Carolina
02.2021 - Current
- Provided leadership and direction to a team of 15+ operations personnel.
- Developed standard operating procedures for operations staff.
- Coordinated with cross-functional teams to ensure smooth workflow processes.
- Monitored performance metrics on a regular basis and identified areas for improvement.
- Facilitated training sessions for new employees on operational processes and procedures.
- Generated detailed reports outlining KPIs, quality control measures, and other related data points.
- Investigated customer complaints concerning product quality or service issues.
- Performed root cause analysis to identify problems within the organization's operations process.
- Supervised daily activities of the operations team members, providing guidance when necessary.
- Reviewed employee performance evaluations and made recommendations for improvement.
- Resolved conflicts between team members using effective communication skills.
- Determined effective schedules and managed daily workflow.
- Handled sensitive customer and company information
Phone Banker 2
Wells Fargo
Lubbock, TX
01.2018 - 02.2021
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Processed paperwork for new accounts and transactions with high degree of accuracy.
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
- Handled over 100 incoming telephone calls, daily.
- Stayed current on changing products, services and policies to offer exceptional service to customers.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Assisted customers with account transfers, balance inquiries, and other banking transactions.
- Handled sensitive customer information
Captioning Agent
CSD Relay
Lubbock, TX
12.2016 - 01.2018
- Edited and reviewed captioned reports for clarity, grammar and spelling.
- Listened to speakers and repeated words verbatim into voice recognition software such as Dragon.
- Consistently typed 60 wpm with 2% error rate.
- Protected sensitive customer information
- Handled back to back calls in a fast paced environment
- Tested new software applications related to captioning services prior to release.
- Attended regular team meetings with supervisors, managers, directors discussing any issues related to captions or workflow processes.
Waitress
Del Camino
Tulia, TX
01.2016 - 12.2016
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
- Stored food in designated containers and storage areas to increase shelf life, improve kitchen organization and provide easy access during busy peak service times.
- Used cash registers and credit card machines to cash out customers.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
Education
High School Diploma -
Coronado High School
01.2016
Skills
- Multitasking and Prioritization
- Issue and Complaint Resolution
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Upbeat and Positive Personality
- Creative Problem Solving
- Customer Data Confidentiality
- Written and verbal communication skills
- Adaptability
- Leadership
- Operational Excellence
- Compliance requirements
- Performance monitoring
- Customer Relations
- Time management
Timeline
Operations Team Leader
VXI Global Solutions
02.2021 - Current
Phone Banker 2
Wells Fargo
01.2018 - 02.2021
Captioning Agent
CSD Relay
12.2016 - 01.2018
Waitress
Del Camino
01.2016 - 12.2016
High School Diploma -
Coronado High School
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