Zauna Noil
Fredericksburg
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
1
1
Certification
35
35
years of professional experience
Work History
Picker Packer
Genesis Logistics
Stafford, VA
04.2023 - Current
- Enhanced order accuracy by carefully picking and packing items per customer specifications.
- Reduced shipping errors by verifying each item against order specifications before packaging.
- Streamlined warehouse operations by organizing products and managing inventory for improved accessibility.
- Streamlined warehouse operations through efficient organization of products and inventory management.
- Conducted regular audits to control inventory, reconcile discrepancies, and update system records effectively.
Senior Retail Associate
Rappahannock Goodwill Industries
Fredericksburg, VA
05.2018 - 03.2023
- Ensured friendly customer service and maintained cleanliness of sales floor, including merchandise replenishment and attractive displays.
- Assisted in various store functions to ensure all work goals were met.
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Assists in any other store functions as needed to assure all work goals are met. Reinforces cross training across store functions.
- Keeps store manager informed of problems and successes relating to sales floor and processing department. Follow all safety policies and procedures
Collections Account Manager
Portfolio Recovery Associates
Norfolk, VA
06.2012 - 11.2018
- Comply with all specified FDCPA, state, and city laws and provisions.
- Handled incoming and outgoing dialer calls, providing professional customer service for inquiries on delinquent accounts across all lines of credit and written-off debt.
- Recorded consumer interactions in system(s) of record to ensure accurate documentation and follow-up.
- Handled debit card transactions to ensure accurate financial processing. and auto draft postings, reviewed credit report to establish resolution, worked as a team to accomplish daily, monthly and yearly goals, processed in keeping with departmental procedures.
- Resolved billing disputes of 200% of goal profit in the first month by researching account histories, assisting with payment options and correcting discrepancies.
Collections Account Manager
West Asset Management
Fredericksburg, VA
06.2008 - 05.2012
- Ensured compliance with FDCPA regulations and local laws while handling consumer accounts.
- Conducted extensive outbound and inbound calls using automated dialer and manual methods to connect with clients.
- Implemented strategic collection techniques to recover outstanding payments on non-performing student loans.
- Negotiated alternative repayment options with borrowers to facilitate sustainable debt resolution.
- Heavy outbound and inbound calling utilizing dialer system as well as manual calls.
Flight Attendant
United Airlines
Newark, NJ
08.1991 - 10.2007
- Ensured compliance with policies, procedures, regulations, and safety guidance to maintain a secure environment for passengers and crew.
- Ensure safety and comfort of customers onboard aircraft surfacing worldwide.
- Addressed passenger inquiries and resolved issues during flights to enhance overall travel experience.
- Answered passengers' questions and provided solutions to issues arising during flights.
- Greeted passengers, assisted with carry-on baggage stowage, and delivered announcements to facilitate smooth boarding and in-flight communication.
- Served beverages and food items from refreshment cart and provided information about in-flight offerings to passengers.
- Assisted passengers with seating, special requests, and onboard accommodations to ensure comfortable travel.
Education
Associate of Arts - Public Administration And Services
Virginia State University
Petersburg, VA05-1990
Skills
- Customer relationship management (CRM)
- Complaint handling
- Conflict resolution
- CRM software
- Advanced Excel
- Warehouse operations
- Teamwork
Certification
- CCCP - Credit and Collection Compliance Professional
- FDCPA Certified
Timeline
Picker Packer
Genesis Logistics
04.2023 - Current
Senior Retail Associate
Rappahannock Goodwill Industries
05.2018 - 03.2023
Collections Account Manager
Portfolio Recovery Associates
06.2012 - 11.2018
Collections Account Manager
West Asset Management
06.2008 - 05.2012
Flight Attendant
United Airlines
08.1991 - 10.2007
Associate of Arts - Public Administration And Services
Virginia State University