ZYKIA L. WAJD.
meridian,ms
Summary
Friendly and dependable customer service worker with good communication and computer skills. Able to help customers, solve problems, enter information, and handle calls while working from home. 6+ years of call center experience.
Overview
1
1
Language
5
5
years of professional experience
Work History
Customer Service Representative/ Billing Departmen
iqor call center
Meridian Ms
01.2023 - 01.2025
- Assisted customers with credit card account inquiries, balances, payments, and transaction history.
- Provided professional and courteous customer service while resolving account-related concerns.
- Processed credit card payments and explained payment options, due dates, and billing cycles.
- Investigated disputed and unauthorized transactions and followed established procedures for resolution.
- Assisted customers with lost, stolen, damaged, and replacement credit cards.
- Supported fraud prevention efforts by identifying suspicious account activity and securing customer accounts.
- Explained credit card terms, interest rates, fees, minimum payments, and credit limits.
- Assisted customers with account updates while following identity verification and security procedures.
- Educated customers on rewards programs, cashback, points, and available card benefits.
- Documented customer interactions, account changes, and resolutions accurately in internal systems.
- Escalated complex customer concerns to appropriate departments when additional assistance was required.
- Maintained confidentiality of sensitive customer and financial information while adhering to company policies.
- Met quality, productivity, attendance, and customer satisfaction goals in a fast-paced call center environment.
Customer Service Advocate & Team Lead
Teleperformance USA
01.2020 - 01.2023
- Assisted members with scheduling, changing, and canceling non-emergency medical transportation services.
- Coordinated transportation arrangements for medical appointments, treatments, and other eligible healthcare services.
- Verified member eligibility, transportation benefits, appointment information, and pickup/drop-off details.
- Communicated with transportation providers to coordinate rides and resolve scheduling issues.
- Assisted members with late, missed, canceled, or delayed transportation.
- Provided clear instructions regarding pickup times, locations, and transportation requirements.
- Resolved member concerns professionally while maintaining a high level of customer service.
- Documented calls, transportation requests, changes, and resolutions accurately in company systems.
- Followed HIPAA, privacy, security, and company procedures when handling protected member information.
- Escalated complex transportation issues to appropriate departments or supervisors when necessary.
- Managed a high volume of inbound calls while maintaining accuracy and professionalism.
- Used multiple computer systems and databases to research member accounts and coordinate transportation services.
- Educated members about available transportation benefits and applicable policies.
- Collaborated with healthcare facilities, members, transportation vendors, and internal departments to ensure transportation needs were met.
- Met department goals for quality, productivity, attendance, and customer satisfaction.
Education
High School Diploma -
Meridian High School
Meridian, MS05.2020
Skills
- Customer Service & Client Relations
- Inbound & Outbound Call Handling
- Verbal & Written Communication
- Conflict Resolution & Problem Solving
- Computer Systems
- Data Entry & Documentation
- Active Listening
- Multitasking & Time Management
- Remote Team Collaboration
- Customer Account Management
- Team leading skills
Core Skills
Personal Information
Title: CUSTOMER SERVICE REP.
LANGUAGES
English- fluent
Timeline
Customer Service Representative/ Billing Departmen
iqor call center
01.2023 - 01.2025
Customer Service Advocate & Team Lead
Teleperformance USA
01.2020 - 01.2023
High School Diploma -
Meridian High School