Zoie Serwa
Newport,Michigan
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
6
6
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
DTE
04.2022 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
SUPERVISOR
OLGAS KITCHEN
06.2018 - 04.2022
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Managed budgets effectively, ensuring optimal allocation of resources and adherence to financial guidelines.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
BANK TELLER
MONROE COMMUNITY CREDIT UNION
08.2020 - 06.2021
- Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
- Streamlined teller operations for better workflow by implementing time-management strategies.
- Enhanced branch sales through cross-selling bank products and services to customers.
- Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
Education
BBA - Marketing
Eastern Michigan University
08.2025
Associates of Business Management -
Monroe County Community College
01.2022
Associates of Applied Science -
Monroe County Community College
01.2021
Skills
- Call Management
- Complaint resolution
- Paperwork Processing
- Appointment Scheduling
- Account updating
- Scheduling
- Data Collection
- Data Entry
- Spreadsheets
- Filing
- Critical Thinking
- Strategic sales knowledge
- Call center experience
- Microsoft Outlook
- Microsoft Excel
- CRM system proficiency
Timeline
CUSTOMER SERVICE REPRESENTATIVE
DTE
04.2022 - Current
BANK TELLER
MONROE COMMUNITY CREDIT UNION
08.2020 - 06.2021
SUPERVISOR
OLGAS KITCHEN
06.2018 - 04.2022
BBA - Marketing
Eastern Michigan University
Associates of Business Management -
Monroe County Community College
Associates of Applied Science -
Monroe County Community College
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