Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline
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Zakevia Moates

Greenwood

Summary

Dynamic customer service professional with a proven track record at USAA, excelling in problem resolution and relationship building. Recognized for enhancing customer satisfaction through empathetic communication and personalized solutions. Skilled in data entry and critical thinking, consistently achieving high retention rates and fostering loyalty among clients.

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.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Self Regional Healthcare
03.2022 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Banking Specialist

USAA
01.2019 - 02.2022
  • Successfully resolved complex customer complaints, demonstrating empathy and professionalism throughout the process.
  • Maintained excellent client relations, resulting in increased referrals and repeat business.
  • Increased customer satisfaction by providing personalized banking solutions and exceptional service.
  • Managed risk effectively by conducting thorough credit assessments and adhering to established lending guidelines.
  • Reduced processing errors by implementing strict quality control measures in daily operations.
  • Assisted clients in achieving their financial goals through expert guidance on savings, investments, and loans.
  • Helped customers prepare documents required to complete transactions and process requests.
  • Presented products and services to customers using in-depth knowledge to answer questions.

Education

High School Diploma -

Greenwood High School
Greenwood, SC
06-2009

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Relationship building
  • Problem resolution

Affiliations

  • US Army

Certification

  • Sales Essentials Certificate
  • ACE - Adobe Certified Expert, Photoshop
  • MCAS - Microsoft Certified Application Specialist

Timeline

Customer Service Representative

Self Regional Healthcare
03.2022 - Current

Banking Specialist

USAA
01.2019 - 02.2022

High School Diploma -

Greenwood High School

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Zakevia Moates