Zoulfatou Mamah
Human Service Representative
Minneapolis,MN
Summary
Accomplished professional with expertise in client relations and critical thinking, recognized as a Top Performer at Pearson Education. Enhanced customer satisfaction by exceeding goals by 15% at Equifax. Proficient in data entry and fluent in English and French, adept at resolving complaints and collaborating with teams to deliver exceptional service.
Overview
13
13
years of professional experience
2
2
Languages
Work History
Human Service Representative
Hennepin County
02.2023 - Current
- Determined resident eligibility for multiple federal, state, and local public assistance programs.
- Communicated complex program requirements, expectations, and timeframes to residents in person, over the phone, and in writing daily.
- Explained the healthcare program enrollment process to residents.
- Used a variety of county and state computer systems to access client and case data.
- Served as a central point of communication for partner agencies.
Customer Service Representative/Data Entry Clerk
Advertising Checking Bureau (ACB)
10.2018 - 11.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Transferred information from paper or digital sources into company databases.
- Audited approximately 100 documents per day for accuracy and completeness.
Accommodations Scheduling Coordinator
Pearson Education
11.2014 - 06.2018
- Received Top Performer award in May 2015 and May 2018.
- Coordinated with internal and external teams to ensure proper delivery of exams.
- Worked directly with service provider vendors to schedule ancillary support.
- Trained new hires to effectively respond to inquiries and complaints.
- Used critical thinking to de-escalate situations.
Verification Specialist
Equifax
07.2012 - 08.2013
- Collaborated with employers to assure verification forms are completed in a timely manner for mortgage loan applicants
- Collected employers feedback, made changes, and exceeded satisfaction goals by 15%
- Made outbound calls to employers to verify employees' employment.
- Analyzed and audited employment verification forms.
Education
Master of Science - Business Administration
Metropolitan State University
Saint Paul, MN04-2018
Bachelor of Science - Business Administration
University of Lome
Togo, West Africa 05.2001 -
Skills
- Effective complaint resolution
- Tailored service suggestions
- Expertise in client relations
- Remote assistance
- Call center experience
- Data entry
- Adaptability and flexibility
- Verbal and written communication
- Critical thinking
- Team collaboration
- Computer proficiency
- Fluent in English and French
Timeline
Human Service Representative
Hennepin County
02.2023 - Current
Customer Service Representative/Data Entry Clerk
Advertising Checking Bureau (ACB)
10.2018 - 11.2025
Accommodations Scheduling Coordinator
Pearson Education
11.2014 - 06.2018
Verification Specialist
Equifax
07.2012 - 08.2013
Bachelor of Science - Business Administration
University of Lome
05.2001 -
Master of Science - Business Administration
Metropolitan State University