Summary
Overview
Work History
Education
Skills
Training
Technicalcompetences
Timeline
Generic

ZULMA ZURITA

Swansea,IL

Summary

I have a combined 22+ years of customer service and management experience, 6 years of call center and 10+ years of office experience. I’m Bilingual in Spanish and English communication methods for speech, written and literacy. Well-coordinated in handling diverse office tasks while leading administrative teams to meet demanding performance targets. Budget management, payroll administration and office organizational skills. Effective organization resource skills and clerical support to maintain smooth and efficient operations and enhanced team success, while meeting the business out comes.

Overview

24
24
years of professional experience

Work History

Customer Service Representative/Specialist

MOHELA
09.2021 - Current
  • I started with MOHELA taking inbound calls and helping borrowers with their accounts
  • My duties included but not limited to helping borrowers get on the correct payment plan to suite them and taking payments
  • MOHELA soon took over the Public Loan Forgiveness contract and I was able to assist not only MOHELA borrowers but I was able to help those interested in the program
  • Just recently I was able to join the training team in assisting them with new hires

Ambassador

Activus Connect
09.2020 - 09.2021
  • My duties are to work as a team to provide the best customer service as possible
  • We as a team use our resources to provide the correct information to our callers
  • Part of my duties are to listen carefully to the callers needs and then repeat their needs to confirm I understand
  • Once I have clarity of what the caller needs, I will use the most updated resources provided by the company to provide the caller with proper information

Sr Office Administrator

Havertys Furniture
08.2017 - 12.2019
  • As the Sr Office Administrator I worked closely with the Regional, District and General managers leading our team and organization to successful business outcomes
  • Our focus for achieving our business objectives required significant administrative attention to detail as it involved the evaluation and analytical efforts around sales and customer service
  • Coordinated, lead and trained district office administrators with proper office management of sales, payroll, customer service, bank deposits, logistics, staff scheduling and handling customer discrepancies
  • Customer Service Duties: Initial customer service interaction at all phases of the sales, procurement and logistics process ensuring the best customer experience throughout their purchases
  • This level of customer support cultivated the type of interaction that would provide up sale opportunities and full customer emersion in our products and services
  • Verified purchase accuracy, assuring products color, size and purpose will fulfill customers expectancy
  • The probability of adding products on the initial sale during this time would increase when approached appropriately
  • Maneuvering logistics schedule to accommodate customer schedules was always greatly appreciated
  • At times products would show as unavailable
  • In these cases, it would be necessary to enter a different database and pull inventory from a different warehouse to reduce wait times
  • Assuring customer contact information is correct in our systems such as address, phone numbers and email helped secure communication and logistic accuracy
  • Project Management Duties: Provided accurate initial and annual training to all in-store staff members, and regional office managers
  • These essential training courses enabled our organization to maintain consistency across our customer support, sales division and logistics teams
  • My assigned duties included the utilization and discussion of professional services for our In-home design program, this enabled accurate design specifications and virtualized modeling for our customers in home layouts
  • Management of Information & Communications: Corporate business communications: Managed on a bi-weekly basis our corporate human resource business and personal growth program called G.R.O.W
  • (goal, reality, options, way forward)
  • I organized and conducted these meetings with each sales associate to ensure our quarterly sales goals were being met and to assist any associate with deviations that did not align to our target projections
  • I enabled each associate to capitalize on all of their strengths and develop any skills lacking in the sales profession for our organization
  • Following these meeting with my sales associates I conducted meetings with store and district managers to provide them with the most up to date accurate information via spreadsheets and diagrams on our internal collaboration services (SharePoint, Microsoft office 365, custom database)
  • Financial and Human Resource Communications: Managed in store payroll for all associates in coordination with HR director
  • These duties included maintaining a daily audit of our time keeping system and our commission tracking program for sales associates, designers, warehouse and customer service associates
  • Managed the store’s accounts receivable, bank deposits, petty cash, expense reports and incentives bonus rewards
  • Performed corporate American Express credit card reconciliations for our logistics fleet, technician and store management
  • Managed in store HR program with regards to interviewing, hiring, onboarding and dismissal process for in store associates
  • Leadership & Organizational Duties: My daily leadership and organizational duties included organized staff meetings that included review and discussions of new ads and sales for the week
  • Our focus was on achieving our team goals, delivering expectations and discussing with one another on how to deliver
  • Team building and morale boosting events included mock sales to keep sales associates keen, and charitable fundraising events to enthuse our customers and promote friendly competitions
  • As the Sr
  • Office administrator, I was charged with the responsibility to communicate with all our office administrators and upper management via conference calls to coordinate our goals and expectations

General Manager (Subway Restaurant)

Pilot Flying J
03.2013 - 08.2017
  • As a Deli Shift Supervisor, it was my duty to provide safe and fresh food along with outstanding service for my customers
  • Following food safety procedures and training my team on proper protocol is what I am best at
  • I also oversaw food waste, inventory, suggestive ordering, invoicing and receiving
  • I have been cross trained in many areas such as the Fuel desk, Cinnabon, Subway and maintenance
  • As a General manager it was my duty to conduct our weekly ordering for supplies that we may need
  • It was also essential that I made sure my team members used the First in, First out system (FIFO)
  • Inventory was a huge part of my duties as well
  • This was conducted on a monthly basis
  • It was also important to have the correct signage up for the current promo
  • I would occasionally have a representative come in from Subway to assess my restaurant to make sure I was following protocol
  • Being that I often abide by protocol I never ran into issues
  • Scheduling my team members was a bit of a challenge
  • I had several minors that required breaks more often than usual
  • I had to make sure all of my minors were taking their breaks accordingly and they did not exceed the allotted number of hours they can work per day and week
  • Last and certainly not least customer service played a huge role in my position
  • Assuring every customer is treated with respect and courtesy is something that I thrived for

Cargo Agent

CaribEx World Wide
09.2002 - 08.2008
  • In my time at CaribEx I have worked in operations as well as the traffic dept
  • In the operations department, I prepared official US Customs documents for ocean and air shipments such as Import and Transportation (I.T) and Transport and exportation (T.E)
  • I verified official documents from customers for consolidation at the end of the week
  • My duties also included getting reweighs done and dimensions
  • I prepare International Transaction Number (ITN) for customers that have invoices over $2,500
  • I also invoiced clients and data entry
  • In the traffic department, my duties were to prepare the driver manifest as well as receiving pick up for cargo all around the island via telephone and email
  • My duties also included quality control
  • I was in charge of all the cargo that was picked up and delivered
  • I prepared a report via Microsoft Excel to keep track of all cargo entered and delivered from the warehouse and investigate lost cargo
  • I also prepared a daily inventory report which helped minimize lost cargo

Flight Dispatcher

SkyWay Enterprise
05.2000 - 08.2002
  • My job duties were to book charter flights for customers via our quote system
  • I was in direct contact with our pilots and prepared them for their flights
  • I would also assure legal flight times were not exceeded
  • I would arrange fuel at designated locations and arrange transportation and rooming at their destinations
  • Flight plans would be prepared as well as weather expectations for their flight would be faxed to the FBO prior to their trip
  • I would contact customs and prepare any documentation necessary when the trip was out of the United States

Education

Associate in Science (AS) - Business Management

Everest University
01.2012

High School Diploma -

Oak Ridge Senior High School
01.2000

Skills

  • Social Media
  • Dispute Resolution
  • Complaint Handling
  • Microsoft Office
  • Product Knowledge
  • De-Escalation Techniques
  • Shipping and receiving understanding
  • Typing 36 WPM
  • Quality Assurance Controls
  • Customer Education
  • Quality Control
  • Customer Relations
  • Call Center Operations
  • Staff Training
  • Retail sales customer service
  • Active Listening

Training

CompTIA A+ Certified, 2012

Technicalcompetences

  • Proficient with Microsoft Office O365 (Word, PowerPoint, Outlook, Excel)
  • Proficient with various operating systems (Windows 7, Windows 10, Apple MacOS)
  • Mobile Device (Android, iOS)

Timeline

Customer Service Representative/Specialist

MOHELA
09.2021 - Current

Ambassador

Activus Connect
09.2020 - 09.2021

Sr Office Administrator

Havertys Furniture
08.2017 - 12.2019

General Manager (Subway Restaurant)

Pilot Flying J
03.2013 - 08.2017

Cargo Agent

CaribEx World Wide
09.2002 - 08.2008

Flight Dispatcher

SkyWay Enterprise
05.2000 - 08.2002

Associate in Science (AS) - Business Management

Everest University

High School Diploma -

Oak Ridge Senior High School

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ZULMA ZURITA