Zanaiya Ayers
Mesa
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals. Fully committed to following company procedures.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Conduent
11.2024 - Current
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Process applications to help members get assistance on diabetic medication
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Loan Consultant
Lend Mark Financial
01.2024 - 11.2024
- Increased client retention rates by offering exceptional service and fostering strong relationships.
- Assisted clients in securing loans by providing personalized guidance and identifying suitable products.
- Exceeded sales goals through proactive networking and lead generation initiatives.
- Interviewed prospective customers to discuss financial goals
- Maintained up to date records of loans processed and monitored progress throughout the life cycle of each loan.
- Analyzed credit histories, income statements, and other financial documents to assess risk levels for potential borrowers
Collections Agent
GM Financial
04.2022 - 12.2023
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained a calm and professional demeanor
Customer Service Representative
CVS Caremark
02.2021 - 03.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Helped individuals with medication prescriptions
- Placed refills and orders for medication
- Received inbound calls to make payments, track and place orders
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
DES Representative
Conduent
09.2019 - 01.2021
- Helped single adults and families to secure their needed resources and benefits to feed their family, receive medical health coverage, and emergency aid
- Assist individuals with applications over the phone, applying for benefits offered such as EBT, Medical Insurance, and Cash Assistance
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
Education
High School Diploma -
Westwood High School
Mesa, AZ05-2016
Skills
- Customer service
- Active listening
- Critical thinking
- Relationship building
- Computer proficiency
- Fast learner
- Detailed
- Patient
- Time management
- Data entry
Timeline
Customer Service Representative
Conduent
11.2024 - Current
Loan Consultant
Lend Mark Financial
01.2024 - 11.2024
Collections Agent
GM Financial
04.2022 - 12.2023
Customer Service Representative
CVS Caremark
02.2021 - 03.2022
DES Representative
Conduent
09.2019 - 01.2021
High School Diploma -
Westwood High School
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