Zolie Pope
Virginia Beach
Summary
Zolie Pope is a dynamic customer service professional with extensive experience at Conduent Business Services, adept at conflict resolution and active listening. Proven track record of enhancing customer loyalty through empathetic complaint resolution and efficient call handling. Proficient in Microsoft Excel, with a strong ability to foster teamwork and improve operational efficiency.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Conduent Business Services
08.2024 - 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.
- Worked under Edison handling medical insurance services and H&R Block handling IT support issues.
Volunteer
Victory United Church of Christ
01.2014 - Current
- Assisted with special events and programs.
- Maintained clean, neat, and operational facilities to serve program needs.
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
- Used strong interpersonal communication skills to convey information to others.
- Interact with homeless individuals to bring them hot meals every week and a positive attitude
Hostess Manager
Applebee's Neighborhood Grill & Bar
01.2024 - 07.2024
- Managed high-pressure situations with poise, maintaining excellent customer service during peak hours.
- Fostered a positive work atmosphere, promoting open communication between staff and management.
- Contributed to overall restaurant success by proactively addressing operational challenges as they arose.
- Mentored hostess team members, fostering professional growth and strong teamwork.
- Maintained up-to-date knowledge of menu offerings and specials, providing accurate information to guests upon arrival.
- Enhanced customer satisfaction by ensuring a welcoming and organized restaurant environment.
- Assisted servers during busy periods, demonstrating teamwork and adaptability in fast-paced environments.
Cashier Trainer
Dirt Dog LA
07.2023 - 11.2023
- Trained new employees by providing knowledge of specific store tasks, policies and goals.
- Improved communication between cashiers and other departments, fostering a more cohesive store environment.
- Reduced errors in transactions by providing clear instructions and hands-on demonstrations of proper cash handling techniques.
- Helped customers complete purchases, locate items, and join reward programs.
- Collaborated with management to identify areas for improvement, leading to better-targeted training efforts.
- Operated POS system to complete cash, credit and check transactions.
- Increased overall customer satisfaction with efficient and friendly checkout experiences through continuous monitoring and feedback sessions for cashiers.
Sales Associate
Green Leaf and Pebble Tea Spa
01.2022 - 06.2022
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Engaged with customers to build rapport and loyalty.
- Solved customer challenges by offering relevant products and services.
- Sold over $15,000 of merchandise respectively between Ghent and Virginia Beach farmers markets.
Education
BBA - General Mangement
Bryant And Stratton College
Getzville, NY12-2027
High School Diploma -
Salem Highschool
Virginia Beach, VA06-2023
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
- Follow-up skills
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
Conduent Business Services
08.2024 - Current
Hostess Manager
Applebee's Neighborhood Grill & Bar
01.2024 - 07.2024
Cashier Trainer
Dirt Dog LA
07.2023 - 11.2023
Sales Associate
Green Leaf and Pebble Tea Spa
01.2022 - 06.2022
Volunteer
Victory United Church of Christ
01.2014 - Current
BBA - General Mangement
Bryant And Stratton College
High School Diploma -
Salem Highschool
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