Zorielle Robertson
Katy
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
7
7
years of professional experience
Work History
Technical Support Representative
Concentrix
Remote
01.2025 - Current
- Provided assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Implemented data recovery techniques for clients experiencing data loss, restoring valuable information when possible.
- Educated users on iOS and macOS features, enhancing their understanding and overall experience with the products.
Customer Service Representative
Cigna
Remote
11.2023 - 01.2025
- Handled inbound telephone and written inquiries from pharmacists and doctors regarding prior authorizations by screening and reviewing requests based on benefit plan design, client specifics, and clinical criteria to determine coverage eligibility.
- Facilitate resolution of drug coverage issues and proactively address, research, and resolve issues while maintaining accurate and complete documentation of all inquiries for continuous improvement.
- Worked independently, paying attention to detail.
- Ran test claims to confirm if prior authorization was required for medications.
- Distributed denial letters, detailing reasons for denial and possible appeal measures.
- Processed new medication and refill requests for authorization.
- Work with multiple systems.
- Communicated pertinent information to the client's prescribing provider to facilitate quality service.
- Developed and maintained productive working relationships with healthcare providers.
Customer Service Representative
Kelly Services
Remote
05.2021 - 11.2023
- Maintained expert-level knowledge of company products to provide accurate information to clients during support calls.
- Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
- Guided customers through step-by-step solutions while maintaining clear communication and empathy throughout the interaction.
- Educated customers on product features and functionalities, empowering them with the knowledge needed for self-support when possible.
- Identified trends in recurring issues, reporting these findings to relevant departments for further investigation and resolution.
- Enhanced customer satisfaction by promptly addressing billing inquiries and resolving disputes.
- Investigated accounts for unrecognized charges.
Warehouse Associate
Amazon.com
Katy, TX
05.2020 - 04.2021
- Checked packages and merchandise for damages
- Inspected incoming and outgoing shipments to verify accuracy and prevent errors.
- Prepared orders for shipment by picking, packing, and labeling merchandise.
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
- Worked safely around moving machinery.
- Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
- Consistently lifted materials weighing as much 50 pounds.
- Manually or mechanically loaded and unloaded materials from pallets, skids, platforms, cars, lifting devices, or other transport vehicles
- Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
Security Guard
Allied Security Services
Houston, TX
01.2019 - 05.2020
- Answered alarms, investigated disturbances, and contacted law enforcement personnel to escalate crises.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Adhered to established procedures and posted orders to enforce company rules, policies and regulations to general public.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
Education
Bachelor of Science - Business Administration And Management
Western Governors University
Salt Lake City, UT12-2026
High School Diploma -
Willowridge High School
Houston, TX06-2018
Skills
- Account management
- Establishing connections
- Effective communication skills
- Claims management
- Telecommunications support
- Reporting proficiency
- Detail-oriented data management
- Effective time management
- Analytical decision making
- Rapid and adaptive
- Proficient in collaborative projects
- Technical troubleshooting
Timeline
Technical Support Representative
Concentrix
01.2025 - Current
Customer Service Representative
Cigna
11.2023 - 01.2025
Customer Service Representative
Kelly Services
05.2021 - 11.2023
Warehouse Associate
Amazon.com
05.2020 - 04.2021
Security Guard
Allied Security Services
01.2019 - 05.2020
High School Diploma -
Willowridge High School
Bachelor of Science - Business Administration And Management
Western Governors University