Zaquana Howard
Norfolk
Summary
Experienced in customer service with a strong focus on data analysis and record keeping, effectively identifying trends in customer feedback to enhance service delivery. Demonstrated proficiency in call management and problem resolution, ensuring timely responses to customer inquiries while maintaining accurate documentation of interactions. Engaged in team collaboration to achieve common goals, contributing to improved operational efficiency and customer satisfaction. Regularly attended training sessions to stay updated on industry changes, applying new knowledge to enhance service quality.
Accommodating Customer Support with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions.
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Quality focused Store Manager skilled at providing employees clear guidelines and targeted goals to drive sustained revenue growth, team efficiency and customer loyalty. Knowledgeable about recruiting, hiring, training and motivating qualified teams to meet and exceed objectives. Motivational leader, strategic planner and analytical problem solver with demonstrated record of retail success.
Verse in all aspects of running retail establishment, including opening and closing procedures, banking, merchandising and recruiting. Keeps operations efficient, productive and on-track to consistently meet and exceed expectations. Sales expert with unparalleled communication and relationship-building talents.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
3
3
years of professional experience
Work History
Call Center Representative
New York State of Health( Maximus
Albany
03.2022 - 06.2025
- Analyzed data collected during each call in order to identify trends in customer feedback.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Maintained accurate records of customer interactions for future reference.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Maintained detailed records of customer interactions and transactions for future reference.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Maintained records of customer interactions, transactions, comments and complaints.
- Identified opportunities to improve policies and procedures related to customer service operations.
- Attended regular training sessions on updates and changes within the industry or organization.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Offered additional products or services to enhance customer experience.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated customer accounts, addresses and contact information within call management databases.
- Consulted with customers to resolve service and billing issues.
- Maintained strong call control and quickly worked through scripts to address problems.
- Navigated through computer systems to review information and respond appropriately to callers.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted available products and services to customers during service, account management and order calls.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Store Manager
Children Place
Albany
02.2022 - 01.2024
- Resolved customer complaints in a timely manner.
- Planned special promotions or discounts based on market trends.
- Maintained accurate records of employee performance reviews.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Created weekly work schedules for store personnel.
- Ensured compliance with safety regulations and company policies.
- Developed strategies to maximize sales and profitability.
- Performed regular price checks to ensure competitive pricing.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Reviewed customer feedback to make operational improvements and promote satisfaction.
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Preserved product quality by maintaining stockrooms and disposing of damaged items.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Monitored employee performance and identified performance gaps for corrective action.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Analyzed sales data to identify trends and adjust strategies accordingly.
- Trained and mentored associates to teach daily tasks and procedures.
- Established store tactics and strategies to achieve operational performance and sales goals.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
- Updated and maintained store signage and displays.
- Oversaw storewide merchandising benchmarks to maintain operational excellence.
- Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Monitored progress by establishing plans, budgets and measuring results.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
Education
High School Diploma -
Roosevelt High School
06-2005
Skills
- Customer service
- Data analysis
- Record keeping
- Call management
- Order processing
- Problem resolution
- Customer engagement
- Product promotion
- Conflict management
- Team collaboration
- Time management
- Communication skills
- Follow-up procedures
- Process improvement
- Sales strategies
- Data gathering
- Script adherence
- Complaint resolution
- Call handling
- Customer relationship management
- Logging call information
- System documentation
- Professional phone voice
- Prospecting skills
- Database research
- Documentation and reporting
- Account management
- Inbound phone calls
- Call logging
- Problem-solving skills
- Typing [number] wpm
- Call control
- Record preparation
- Verbal and written communication
- Customer communications
- Resolving issues
- Gathering information
- Caller accomodations
- Call center customer service
- Delivery tracking
Timeline
Call Center Representative
New York State of Health( Maximus
03.2022 - 06.2025
Store Manager
Children Place
02.2022 - 01.2024
High School Diploma -
Roosevelt High School