Zorria Matthews
Summary
Detail-oriented professional with proven leadership, problem-solving, and critical thinking skills. Aiming to leverage my abilities to successfully fill the customer service role at your company. Frequently praised as hard-working by my peers, I can be relied upon to help your company achieve goals.
Overview
5
5
years of professional experience
Work History
Fraud/Product Sales Specialist
T-Mobile
12.2024 - Current
- Increased revenue by developing strong relationships with clients.
- Cultivated customer loyalty for enhancing repeat sales.
- Enhanced product visibility with effective merchandising strategies.
- Engaged with potential customers to expand client base and boost sales.
- Perform account investigations and analysis and effectively analyze, compile, organize and interpret data from inbound cases
- Responsible to handle inbound emails from customers regarding all aspects of fraud and ID theft and provide accurate and professional advice and assistance to victims of identity theft regarding future protection on personal credit, pursing law enforcement intervention and any applicable third party and Federal agencies of use to victims of Identity theft
- Perform link analysis on confirmed fraud incidents in efforts to identify additional fraud risks on the network
- Actively evaluate policy and processes and recommend policy and efficiency improvements
- Also responsible for other Duties/Projects as assigned by business management as needed
Contact Specialist
Drug Free Sports International (DFSI)
01.2023 - 10.2024
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Supported marketing initiatives by effectively communicating promotional campaigns or product updates to both existing clients and potential leads during interactions.
- Confirming documentation being sent and received from tracks such as emails, electronic and hard copy paperwork.
- Data entry of testing documentation, invoicing and other test related records.
- Track data and create reports
- Call answering/ route and escalate calls to designated staff
- Excel/ Microsoft
- Main and document call records with details of issue and resolution provided.
- Support of hardwired procedural guidance
- Software programs
- iPad support
- Guide sample collection personnel through procedures and practices.
CSR Fraud & Special Research Unit
US Bank
03.2020 - 02.2023
- Improved customer satisfaction by addressing inquiries promptly and efficiently.
- Resolved issues for customers to maintain high levels of satisfaction.
- Enhanced service quality with effective communication and problem-solving skills.
- Provided technical support, ensuring smooth operation of services.
- Responsible for a high level of inbound calls to help a myriad of clients at the best of my ability
- Filed disputes and fraud claims for both debit & credit cards
- Ensured customers were informed of the existing fraud/dispute claims status
Chat Support Specialist
A Place for Mom
02.2021 - 12.2022
- Trained new chat support specialists, fostering a supportive work environment that encouraged growth and development.
- Maintained detailed records of customer interactions, ensuring smooth handoffs between shifts or escalation when necessary.
- Enhanced customer satisfaction by providing timely and accurate resolutions to technical issues.
- Sent and received text messages to families that have requested information from A Place for Mom regarding senior living options
- Utilized Microsoft Excel to properly keep track of all text messages sent and information gathered
- Key member of a pilot project that was focused on collecting customer data including responsiveness and response time to determine the value of implementing a texting component to the sales process moving forward
Education
High School -
Lee’s Summit North High School
Lees Summit, MO05.2020
Skills
- Analysis skills
- IT support
- Computer Operation
- Upselling
- Technical Support
- IOS
- Negotiation
- Account management
- Troubleshooting
- Help desk
- Live chat
- Computer Networking
- Technical support
- Customer Service
- Leadership
- Microsoft Access
- Sales Experience
- Inside sales
- Typing
- Centrex
- Cash handling
- Sales
- Telemarketing
- Software troubleshooting
- Customer support
- Desktop Support
- Cash register
- Windows
- Fraud prevention and detection
- Quality control
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Verbal communication
- Problem resolution
Timeline
Fraud/Product Sales Specialist
T-Mobile
12.2024 - Current
Contact Specialist
Drug Free Sports International (DFSI)
01.2023 - 10.2024
Chat Support Specialist
A Place for Mom
02.2021 - 12.2022
CSR Fraud & Special Research Unit
US Bank
03.2020 - 02.2023
High School -
Lee’s Summit North High School
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