Zoya Bell
Lakeland
Summary
Enthusiastic and detail-oriented professional with strong technical support and problem-solving skills. Known for clear communication, adaptability, and a commitment to customer satisfaction. Thrives in fast-paced environments, manages multiple tasks efficiently, and brings a positive, team-focused attitude.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Billing and Technical Support Advisor
Conduent Business Services, LLC
Mulberry
09.2024 - 03.2025
- Respond to customer inquiries and complaints in a timely and professional manner
- Utilize the latest technologies to troubleshoot customer problems
- Facilitate prompt resolution of customer concerns and provide tailored solutions that meet their requirements
- Develop and maintain a strong understanding of customer service principles and processes
- Remain up-to-date with customer service software and applications
- Identify and suggest ways to improve customer service processes and procedures
- Stay organized and manage multiple customer cases simultaneously
- Provide an exceptional customer experience and ensure customer satisfaction
- Build customer loyalty by providing friendly and professional customer support
- Collaborate with other departments to ensure customer issues are resolved quickly and accurate
Customer Service Associate
Amazon.com, Inc. or its affiliates
Mulberry
04.2021 - 06.2024
- Respond promptly and professionally to customer inquiries.
- Resolve product or service issues by clarifying the customer's concern, determining the cause of the problem, selecting and explaining the best solution, and following up to ensure resolution.
- Assist with a variety of customer service functions including order tracking, returns, refunds, account troubleshooting, and general inquiries.
- Utilize a variety of tools and systems to research, troubleshoot, and process customer requests.
- Maintain a positive and empathetic attitude toward customers at all times.
- Meet or exceed performance metrics including quality, productivity, and customer satisfaction.
Customer Support Associate
Prado enterprise Inc
Lakeland
05.2017 - 07.2020
- Respond promptly to customer inquiries via phone, email, chat, or in person
- Resolve product or service issues by clarifying the customer's complaint and determining the cause
- Provide accurate, valid, and complete information using the right methods and tools
- Process orders, forms, applications, and requests
- Follow up with customers to ensure resolution and satisfaction
- Maintain customer records by updating account information
- Escalate unresolved issues to appropriate departments when necessary
- Work collaboratively with other departments to improve the customer experience
- Identify and recommend process improvements to enhance service quality
Seasonal Sales Associate
New Rue 21 ,INC
Plant City
05.2015 - 05.2015
- Greet customers warmly and assist them throughout their shopping experience
- Provide excellent service by identifying customer needs and offering appropriate solutions or product recommendations
- Handle customer concerns, returns, and exchanges professionally and efficiently
- Process sales transactions accurately and efficiently using the point-of-sale (POS) system
- Maintain visual standards and ensure the store is clean, organized, and well-stocked
- Assist with inventory management, including receiving shipments and stocking shelves
- Stay informed on current sales promotions, policies, and product knowledge
- Support loss prevention efforts by following proper procedures and being vigilant
- Work collaboratively with other team members to meet store goals and expectations
Childcare Assistant
Spherion Staffing LLC
Mulberry
06.2013 - 08.2014
- Supervise and ensure the safety and well-being of children at all times
- Assist with daily routines such as meals, naps, toileting, and hygiene
- Plan and engage children in age-appropriate educational and recreational activities
- Support social and emotional development through positive reinforcement
- Maintain a clean, organized, and child-friendly environment
- Monitor for signs of emotional or developmental issues and report concerns to supervisors
- Communicate effectively with parents and staff regarding child progress and needs
- Follow health, safety, and sanitation guidelines and center policies
Education
High School Diploma -
Mulberry High School
Mulberry, Florida06-2014
Skills
- Customer Service & Technical Support
- Inbound/Outbound Calling & Billing Support
- Active Listening & Conflict Resolution
- Time Management & Multitasking
- Communication & Collaboration
- Critical Thinking & Decision Making
- CRM Systems & Case Documentation
- Help Desk & Troubleshooting
- Microsoft Office Suite (Excel, Outlook, Word)
- Typing Proficiency (40WPM) & Computer Literacy, iOS, macOS, Windows
- Attention to Detail & Empathy
- Teamwork & Problem Solving
- Probing, Isolation & Gaining Agreement Techniques
Certification
- Fidelity investments Customer service job simulation- password reset , assist clients with withdrawals 7/2024
Timeline
Billing and Technical Support Advisor
Conduent Business Services, LLC
09.2024 - 03.2025
Customer Service Associate
Amazon.com, Inc. or its affiliates
04.2021 - 06.2024
Customer Support Associate
Prado enterprise Inc
05.2017 - 07.2020
Seasonal Sales Associate
New Rue 21 ,INC
05.2015 - 05.2015
Childcare Assistant
Spherion Staffing LLC
06.2013 - 08.2014
High School Diploma -
Mulberry High School