Zyair Felder
Winston-Salem,NC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Successful Executive with over 6 years of demonstrated ability in delivering mission-critical results. Offering outstanding communication and cross-cultural team management skills. Entrepreneurial attitude for optimal profitability. Ambitious team leader adept at creating strategic alliances with organizational leaders and effectively aligning with and supporting key business initiatives.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Progressive Auto Insurance
02.2022 - 12.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Collaborated with underwriters to assess risk and determine appropriate coverage options for clients.
- Resolved complex claims issues, advocating on behalf of clients to ensure fair settlements.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Achieved high service level scores by effectively resolving customer issues during the first contact.
- Trained new hires on company policies and best practices, fostering a culture of exceptional service delivery.
Key Manager
Texas Roadhouse
02.2021 - 04.2022
- Boosted store sales by implementing effective promotional strategies and maintaining a visually appealing store environment.
- Strengthened team performance by conducting regular training sessions and providing constructive feedback to staff members.
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Ensured inventory accuracy by conducting regular audits, organizing stock, and managing product orders as needed.
- Maintained a safe work environment for staff and customers through strict adherence to company policies and procedures.
- Increased operational efficiency with thorough opening and closing procedures, ensuring a smooth transition between shifts.
- Supported management in achieving financial targets by monitoring sales data, adjusting staffing levels, and minimizing expenses where possible.
- Delivered excellent customer experiences by resolving complaints professionally, resulting in increased loyalty among patrons.
- Assisted in the hiring process, interviewing candidates and making recommendations for new hires based on their qualifications.
- Fostered positive relationships with vendors to ensure timely deliveries of products and supplies necessary for store operations.
General Manager
Marco's Pizza
04.2020 - 01.2021
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Analyzed market trends/data to identify potential opportunities for business growth within existing or emerging markets successfully.
- Collaborated effectively with cross-functional teams on various projects/initiatives aimed at enhancing organizational performance results.
Education
Bachelor of Arts -
University of North Carolina At Greensboro
Greensboro, NC12.2024
High School Diploma -
South Pointe High School
Rock Hill, SC06.2019
Skills
- Microsoft PowerPoint
- Property and Casualty Insurance Sales
- Microsoft Word
- Microsoft Excel
- Staff Training
- Report Creation
- Active Listening
- Business Development Understanding
- Quote Information
- Policy Adjustment Knowledge
- Claims Reporting Systems
- Client Needs Analysis
- Client Account Management
Certification
- Property and Casualty License - Insurance Agent
Timeline
Customer Service Representative
Progressive Auto Insurance
02.2022 - 12.2023
Key Manager
Texas Roadhouse
02.2021 - 04.2022
General Manager
Marco's Pizza
04.2020 - 01.2021
Bachelor of Arts -
University of North Carolina At Greensboro
High School Diploma -
South Pointe High School
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