Summary
Overview
Work History
Education
Skills
Accomplishments
Awards
Community Service
Timeline
Generic

Zykirria Hill

North Chesterfield,VA

Summary

Skilled team player with a strong background in hectic environments. Works well independently to handle assignments and always ready to go beyond basics assignments - quick learner with good computer abilities. Hardworking agent focused on completing work quickly to consistently exceed targets. Reliable team member accustomed to taking on challenging tasks. Dedicated to business success. Coachable and willing to learn with problem-solving skills and active listening skills. Customers automatically connect with me on a personal level.

Overview

4
4
years of professional experience

Work History

Customer Service Representative

Maximus
09.2023 - Current
  • Provide responses to telephone inquiries in a courteous and professional manner, using pre-scripted responses, Follow policies and standard operating procedures such as filling out timesheets, adhering to privacy rules, and responding to numerous phone inquiries, To perform job duties, use standard technology such as telephone, email, and web browsers, Assist caller(s) with filling out online applications and submitting them electronically to the plan provider for processing, Complete basic call log related to the phone inquires such as clicking radio buttons to confirm which scripts were read to the caller, Maintain up-to-date knowledge of client regulations and policies, Answered inbound calls to greet and assist customers with various needs and questions, Navigated multiple systems to identify source of issue, Completed paperwork and entered important data in company CRM, De-escalated customer complaints using specialized communication techniques, Documented detailed notes in CRM system to track customer interactions.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.

Customer Service Representative

Continuum Global Solutions
11.2022 - 09.2023
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Customer Service Representative

Teleperformance USA
09.2020 - 08.2021
  • Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints, Check to ensure that appropriate changes were made to resolve customers' problems, Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills, Provided basic tech support to customers, Escalated calls to different and higher departments to satisfy customer needs, Reviewed customer histories, reconciled account discrepancies, and handling disputes, Handled phone and email communications with customers, Kept detailed and accurate records of all calls and customer complaints, Engaged with customers to understand needs, resolve issues and answer product questions, Remained calm, composed and polite to deescalate aggressive customer behavior.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Afterschool Teacher

09.2019 - 01.2021
  • Confer with parents and staff to discuss educational activities, policies, and students' behavioral or learning problems, Monitor students' progress and provide students and teachers with assistance in resolving any problems, Teach classes or courses or provide direct care to children, Set educational standards and goals and help establish policies, procedures, and programs and carry them out, Led children through both structured and informal activities throughout afternoon time, Helped students complete homework and study, offering assistance and tutoring when needed, Maintained strict security protocols to protect children at all times, Planned snacks and activities for students, Delivered compassionate and knowledgeable support to children experiencing different types of emergencies, Built strong and trusting rapport with each student to encourage positive learning outcomes.

Education

B.S.W - Social Work

Virginia State University

Bachelor of Arts - Psychology

South University of Richmond
07.2024

Diploma -

Petersburg High School
06.2018

FBLA -

Petersburg High School
01.2018

Skills

  • Customer service skills
  • Microsoft Word
  • Avaya
  • Microsoft Excel
  • NGD
  • Microsoft Office
  • Workday
  • Upselling
  • Internet Savvy
  • Typed 40 wpm
  • WI$E Certified
  • Critical Thinking
  • Cash Management
  • Team Work
  • Computer Software Knowledgeable
  • Teamwork
  • Data entry
  • Member account management
  • Inbound call answering
  • Problem resolution
  • Organization
  • Reading Comprehension
  • Service Orientation
  • Medical records updating
  • Case management
  • Health education
  • Task prioritization
  • Creative thinking
  • Cleaning and sanitizing
  • Classroom materials selection
  • Collaboration
  • Consultative Sales
  • Data Entry
  • Payment Processing
  • Team Development

Accomplishments

Nominated into The National Society of Leadership and Success, VSU - Member

Awards

  • Graduating with Advanced diploma 3.3, 2018
  • Academic Center for Excellence award, 2019

Community Service

  • Made lunch for the community, community service, 2019-2022
  • Volunteer, Big Feet Meet, 2018
  • Volunteer, Virginia Blood Services blood drive, 2018

Timeline

Customer Service Representative

Maximus
09.2023 - Current

Customer Service Representative

Continuum Global Solutions
11.2022 - 09.2023

Customer Service Representative

Teleperformance USA
09.2020 - 08.2021

Afterschool Teacher

09.2019 - 01.2021

B.S.W - Social Work

Virginia State University

Bachelor of Arts - Psychology

South University of Richmond

Diploma -

Petersburg High School

FBLA -

Petersburg High School

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Zykirria Hill