Zoya Fields
Garland,TX
Summary
With a proven track record at TDIndustries, I excel in enhancing customer satisfaction and streamlining billing processes, demonstrating strong problem-solving skills and leadership. My expertise in CRM software and effective coaching has significantly improved team performance and operational efficiency, embodying a commitment to excellence and innovation.
Diligent [Desired Position] with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
11
11
years of professional experience
Work History
Service Agreement Administrator
TDIndustries
04.2024 - Current
- Maintained personnel records and updated internal databases to support document management.
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
- Maintained accurate documentation of company policies and procedures for easy reference by all employees.
- Collected, arranged, and input information into database system.
- Gathered, organized and input information into digital database.
- Generated reports detailing findings and recommendations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Contact Center Supervisor
TDIndustries
06.2021 - 04.2024
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Directed, guided, coached and mentored team of [Number] agents and surpassed individual and corporate goals.
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
- Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.
- Collaborated with cross-functional departments to resolve complex customer issues and improve the overall customer experience.
- Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
- Played an instrumental role in creating standard operating procedures that optimized contact center workflows.
- Monitored contact center metrics to identify trends, implement process improvements, and drive continuous improvement initiatives.
- Enhanced customer satisfaction by efficiently resolving escalated issues and providing exceptional support.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Created team rotations to man center effectively during peak hours.
- Communicated customer feedback and complaints to team members to promote proper resolution.
National Account Billing Specialist
TDIndustries
09.2019 - 06.2021
- Managed a portfolio of high-value accounts, maintaining diligent oversight of billing activities to optimize revenue realization.
- Participated in internal process improvement initiatives aimed at streamlining workflows within the billing department.
- Improved communication between finance and sales teams through regular meetings and updates on account statuses.
- Increased cash flow with timely and accurate billing, ensuring prompt payment from clients.
- Established effective follow-up procedures for outstanding invoices, leading to increased revenue recovery efforts.
- Reduced errors in invoicing by conducting thorough audits of account information and correcting discrepancies.
- Served as the primary point of contact for client inquiries related to billing matters, providing prompt and knowledgeable responses.
- Coordinated with other departments to resolve invoicing issues, ensuring accurate billings and timely resolutions for clients.
- Researched and resolved billing discrepancies to enable accurate billing.
- Worked with multiple departments to check proper billing information.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Responded to customer concerns and questions on daily basis.
- Collaborated with customers to resolve disputes.
- Utilized various software programs to process customer payments.
- Generated monthly billing and posting reports for management review.
- Enhanced customer satisfaction by resolving billing disputes promptly and professionally.
Contact Center Agent
TDIndustries
01.2014 - 09.2019
- Assisted in training new hires by sharing best practices and offering guidance on company processes.
- Entered customer information into customized computer system with [Software] to document and organize client records.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted customers by answering questions and responding to inquiries.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer requests for products, services, and company information.
- Analyzed and escalated complaints, issues, and grievances to designated departments for investigation and response.
- Addressed customer account discrepancies and concerns.
- Cultivated a positive work environment through active engagement in team-building activities, fostering camaraderie among colleagues and boosting overall morale.
- Streamlined communication between departments by serving as a liaison between customers and other internal teams for complex issues requiring additional assistance.
- Proactively identified areas for personal growth and development within the role, seeking additional training or resources as needed to improve job performance.
- Maintained high call quality standards by adhering to company policies and procedures for each interaction.
- Improved customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns.
- Managed high-stress situations effectively, remaining calm and professional while addressing escalated customer issues.
- Adapted communication style according to individual customer needs, ensuring comprehension of complex information while maintaining empathy throughout each interaction.
- Demonstrated exceptional multitasking abilities by navigating multiple systems simultaneously during calls to provide accurate information to customers quickly.
- Enhanced team performance by offering support and sharing knowledge with colleagues in a collaborative environment.
- Assured compliance with industry regulations through diligent monitoring of personal interactions with customers as well as adherence to organizational guidelines.
- Exceeded performance metrics consistently, showcasing dedication to providing excellent customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Education
High School Diploma -
North Mesquite High School
MesquiteSkills
- Customer service
- Effective coaching
- Critical thinking
- Problem-solving skills
- Attention to detail
- Administrative support
- Leadership development
- Billing systems and software
- Email management
- Call handling
- CRM software
Timeline
Service Agreement Administrator
TDIndustries
04.2024 - Current
Contact Center Supervisor
TDIndustries
06.2021 - 04.2024
National Account Billing Specialist
TDIndustries
09.2019 - 06.2021
Contact Center Agent
TDIndustries
01.2014 - 09.2019
High School Diploma -
North Mesquite High School
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