Summary
Overview
Work History
Education
Skills
Timeline
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Zsamere Gibbs

Chicago,IL

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

13
13
years of professional experience

Work History

CUSTOMER SERVICE REPRESENTATIVE: REMOTE

Enova International
Chicago, IL
05.2022 - 04.2023
  • Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Accurately record and maintain customer contact information and details.
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
  • Contributed to company growth by consistently meeting and exceeding sales targets.

CUSTOMER SERVICE REPRESENTATIVE: SEASONAL REMOTE

GODIVA CHOCOLATIER
New York, NY
10.2021 - 01.2022
  • Accurately record and maintain customer contact information and details.
  • Leveraged sales expertise to promote products and capitalize on upsell opportunities.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Contributed to company growth by consistently meeting and exceeding sales targets.
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
  • Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
  • Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE

Harris & Harris Ltd
Chicago, IL
11.2017 - 01.2020
  • Contracted Hospitals: NORTHSHORE, AMITA, JOHN HOPKINS,MERCY,PALOS, MOUNT SINAI, WEILL CORNELL and more.
  • Process Insurance Claims
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Boosted customer retention by promptly handling complaints and providing appropriate solutions.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Resolved billing inquiries and disputes in timely fashion.

DEFAULT COLLECTIONS SPECIALIST: DEPT OF ED

FMS CEANNATE CORPORATION
Rolling Meadows, IL
08.2016 - 08.2017
  • Accurately record and maintain customer contact information and details.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
  • Worked closely with borrowers to gather required documentation, ensuring timely submission and approval of loans.
  • Reduced outstanding debt by proactively contacting borrowers to negotiate repayment options.
  • Demonstrated expertise in federal student loan regulations, ensuring compliance during all stages of the resolution process.
  • Mitigated losses by identifying potential risks in borrower profiles and recommending appropriate action plans.
  • Performed skip tracing to locate borrowers and collect on outstanding student debt.

SENIOR COLLECTIONS REPRESENTATIVE

LEADING EDGE RECOVERY SOLUTIONS LLC
Park Ridge, IL
06.2010 - 08.2014
  • PRODUCTS: Auto Loans,HELOC (Home Equity Line of Credit) and Credit Cards
  • Accurately record and maintain customer contact information and details
  • Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
  • Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
  • Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
  • Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Negotiated mutually beneficial workout solutions with borrowers, including loan modifications, forbearance agreements, and short sales.
  • Reduced fraudulent transactions by implementing advanced monitoring systems and timely alerts to customers.
  • Researched and resolved customer complaints and disputes related to credit card accounts.
  • Reduced delinquency rates by implementing effective collection strategies and maintaining open communication with clients facing financial difficulties.

Education

High School Diploma -

Eastern High School
Lansing, MI
06-2006

Skills

  • Problem-Solving Abilities
  • Attention to Detail
  • Multitasking
  • Interpersonal Skills
  • Written Communication
  • Adaptability
  • Technical Proficiency
  • Call Center Experience
  • Quality Assurance
  • CRM Software
  • Active Listening
  • Appointment Scheduling
  • Data Entry
  • Complaint Resolution
  • Microsoft Excel
  • Computer Proficiency
  • Customer Relationship Management (CRM)

Timeline

CUSTOMER SERVICE REPRESENTATIVE: REMOTE

Enova International
05.2022 - 04.2023

CUSTOMER SERVICE REPRESENTATIVE: SEASONAL REMOTE

GODIVA CHOCOLATIER
10.2021 - 01.2022

HEALTHCARE CUSTOMER SERVICE REPRESENTATIVE

Harris & Harris Ltd
11.2017 - 01.2020

DEFAULT COLLECTIONS SPECIALIST: DEPT OF ED

FMS CEANNATE CORPORATION
08.2016 - 08.2017

SENIOR COLLECTIONS REPRESENTATIVE

LEADING EDGE RECOVERY SOLUTIONS LLC
06.2010 - 08.2014

High School Diploma -

Eastern High School

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Zsamere Gibbs