Microsoft Office
Zakiya Redmond
Greenville
Summary
Motivated and detail-oriented professional eager to apply strong communication, problem-solving, and organizational skills in an internship role. Quick to learn and adapt in fast-paced environments, efficiently managing tasks and proactively seeking opportunities to contribute. Proficient in troubleshooting, computer applications, and maintaining a structured, safe workspace. Known for reliability, work ethic, and a positive attitude. Excited to gain hands-on experience, develop new skills, and support team success through collaboration and initiative.
Overview
8
8
years of professional experience
Work History
Technical Support Advisor
Teleperformance
03.2022 - 05.2024
- Conducted customer service recoveries using technical knowledge and business skills
- Used proactive monitoring procedures and tools to identify problem-prevention opportunities
- Referred major hardware and software problems and defective products to vendors and technicians for service
- Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
- Streamlined support ticket handling process for faster response times and higher customer satisfaction levels.
- Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
- Collaborated with cross-functional teams to identify recurring technical issues, resulting in improved product quality.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Improved overall user experience by providing personalized assistance based on individual client needs.
- Fostered positive relationships with clients through clear communication, active listening, and following up on resolved issues.
- Escalated high-priority cases to appropriate departments, ensuring swift resolution and preventing potential downtime for clients.
- Improved first-call resolution rates by developing comprehensive troubleshooting guides and knowledge base articles.
Healthcare Customer Advocate
Humana
03.2021 - 03.2022
- Delivered client-focused solutions, resulting in creation of long-lasting relationships
- Understood customer requirements and tailored insurance plans to fit needs
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Fostered strong relationships with current and prospective clients through dedicated service and support
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Performed administrative tasks, such as maintaining records and handling policy renewals
- Obtained and provided information when claims were made on policy
- Explained policies, procedures and services to patients using medical and administrative knowledge
- Referred patients to appropriate health care services or resources
- Coordinated communication between patients, family members, medical staff, administrative staff, or regulatory agencies
- Participated in ongoing training to enhance own job skills and knowledge
- Processed invoices, bills and payments to verify accuracy in transactions
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
Remote Logistics Broker
GKR Logistics LLC
11.2019 - 03.2021
- Handled customer complaints and resolved issues according to company procedure
- Increased efficiency in logistics operations by implementing innovative routing and scheduling strategies.
- Boosted internal productivity by streamlining communication channels among team members and introducing time-saving tools.
- Used proactive monitoring procedures and tools to identify problem-prevention opportunities
- Scouted for potential partners
- Processed business transactions, and dispatch driver to pick up load specific to the transaction
- Managed accounts receivable, and collected any funds owed to the company for the services provided to partners
Assistant Administrative Clerk
Thornton Repair
01.2016 - 05.2017
- Developed numerous spreadsheets to track both incoming and outgoing orders
- Ordered and distributed office supplies while adhering to fixed office budget
- Located and attached appropriate files to incoming correspondence requiring replies
- Answered telephones to give information to callers, take messages or transfer calls
- Utilized databases and other information sources to address customer service-related inquiries
- Obtained signatures for financial documents and internal and external invoices
- Utilized computer and job-related software to maintain and update filing, inventory, and database systems
- Compiled, copy, sort and file records of office activities, business transactions and other activities
- Communicated with customers, employees and other individuals to answer questions, disseminated and explained information, take orders and address complaints
- Operated office machines, such as photocopiers and scanners, facsimile machines, voice mail systems and personal computers
- Delivered messages and ran errands
- Entered data into system and updated customer contacts with information to keep records current.
Education
BBA - Accounting
Georgia Southwestern State University
Americus, GA05-2026
High School Diploma -
Northside High School
Warner Robins, GA05-2018
Skills
- Adaptability
- Etiquette
- Optimistic
- Innovative
- Microsoft Office
- Technical Support
- Customer Support
- Database Entry
- Information security
- Positive
- Punctuality
- Prioritization
- Collaboration
- Remote support
- Data recovery
- Escalation management
- Verbal and written communication
- CRM software
- Time management
- Attention to detail
- Load planning
- Route optimization
Awards
National Society of Leadership and Success, Awarded for maintaining a 3.5 GPA or higher at a college institution, which show my ability to be able to lead others and help others be successful., 12/01/19
Software
Timeline
Technical Support Advisor
Teleperformance
03.2022 - 05.2024
Healthcare Customer Advocate
Humana
03.2021 - 03.2022
Remote Logistics Broker
GKR Logistics LLC
11.2019 - 03.2021
Assistant Administrative Clerk
Thornton Repair
01.2016 - 05.2017
BBA - Accounting
Georgia Southwestern State University
High School Diploma -
Northside High School
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