Zana Thomas
Customer Service Representative
kingston
Summary
Experienced customer service representative with a strong commitment to delivering exceptional quality and service. Demonstrated track record of success spanning 6 years in the industry, consistently recognized for outstanding performance. Skilled in providing top-notch customer support and resolving issues efficiently. Dedicated professional focused on ensuring customer satisfaction and building long-lasting relationships.
Overview
7
7
years of professional experience
Work History
HEALTH INSURANCE ADVOCATE
SAGILITY / HUMANA
11.2022 - Current
- Assist medical staff with claims filed to the insurance company
- Assist medical providers with patients insurance coverage
- Update medical records
- Maintained confidentiality and discretion with sensitive client information.
- Managed caseloads efficiently, prioritizing tasks to meet critical deadlines.
- Reviewed and updated client files, ensuring accuracy and completeness of information.
- Ensured regulatory compliance by staying current with industry laws, regulations, and standards while updating company procedures accordingly.
Cold Caller/Appointment Setter
VS Outsourcing
01.2023 - 02.2024
- Achieved daily call quotas by diligently managing time and prioritizing tasks for maximum efficiency.
- outbound calls to build partnerships and achieve sales quota.
- Maintained detailed records of calls, outcomes, and follow-up actions for accurate reporting and analysis purposes.
- Participated in regular training sessions to continuously improve communication skills and product knowledge.
- Stayed up-to-date on industry trends and competitor activities, ensuring well-informed discussions with potential clients.
RESERVATION SPECIALIST
ALORICA
02.2022 - 11.2022
- Provided customers with information about availability and pricing.
- Enhanced customer satisfaction by efficiently managing reservation inquiries and bookings.
- Handled billing information over phone.
- Managed high call volumes while maintaining a professional demeanor and accurate recordkeeping.
- Assisted customers with making reservations and entered reservation details into computer system.
CUSTOMER SERVICE & SALES SUPERVISOR
INNOVATIVE VISION
05.2020 - 02.2022
- Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
- Developed strong relationships with key clients, resulting in repeat business and increased revenue.
- Increased customer satisfaction by addressing and resolving client concerns efficiently.
- Supervised staff successfully, utilizing effective communication and dynamic interpersonal skills.
- Organized weekly team meetings to discuss progress, challenges, and opportunities for growth.
- Analyzed sales data to set quotas and assess potential areas of growth.
- Boosted sales by implementing effective training programs for new and existing employees.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Handled escalated customer issues promptly, ensuring timely resolution and high levels of client satisfaction.
Email / Chat / Technical Support
Fusion BPO
04.2019 - 05.2020
- MAKING OUT BOUND CALLS DAILY, MATCH HOME OWNERS WITH CONTRACTORS, SOFT SALES
- Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
- Assisted customers with product troubleshooting and provided relevant solutions to ensure their needs were met.
- Assisted in reducing response times by creating pre-written responses for frequently asked questions from customers.
- Enhanced customer satisfaction by promptly addressing and resolving email inquiries.
CUSTOMER CARE/ SALES AGENT
WORLDWIDE BPO
04.2018 - 04.2019
- Assisted call-in customers with questions and orders.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Enhanced product knowledge through continuous training and professional development opportunities.
- Achieved top performer status within the company due to consistent high sales numbers.
- Delivered engaging sales presentations tailored specifically towards individual client needs, demonstrating a deep understanding of their business and industry.
SECRETARY
HIGHTECH ELECTRONICS
09.2017 - 03.2018
- Maintained daily report documents, memos and invoices.
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Scheduled appointments and conducted follow-up calls to clients.
Education
Diploma of Higher Education - Hotel Management
Distinction College
Certificate of Higher Education - CxC
Edwin Allen High School
Skills
TIME MANAGEMENT SKILLS
Customer service
Claims investigation
Problem-solving
Data entry
Decision-making
Claims processing
Critical thinking
Active listening
Multitasking and organization
Attention to detail
Innovation and creativity
Sales background
Medical terminology specialist
Time management
EXCELLENT COMMUNICATION SKILLSPROBLEM SOLVING SKILLSSALES ABILITYMedical advocacyCalm under pressureCover Letter
Dear Sir/Madam, I the undersigned hereby apply for a position within your organization. I am confident that I would be a tremendous asset to your establishment. I am an extremely hardworking individual who does my outmost best at any given task entrusted upon me to the best of my abilities. I will assure you that you will find in me the ability of up righteousness which I always display. If my application is successful, I am prepared to work to the best of my ability. Enclosed is a copy of my resume. Thanks in advance for your time and attention and I do await your most favorable response. Yours Truly Zana Thomas
Timeline
Cold Caller/Appointment Setter
VS Outsourcing
01.2023 - 02.2024
HEALTH INSURANCE ADVOCATE
SAGILITY / HUMANA
11.2022 - Current
RESERVATION SPECIALIST
ALORICA
02.2022 - 11.2022
CUSTOMER SERVICE & SALES SUPERVISOR
INNOVATIVE VISION
05.2020 - 02.2022
Email / Chat / Technical Support
Fusion BPO
04.2019 - 05.2020
CUSTOMER CARE/ SALES AGENT
WORLDWIDE BPO
04.2018 - 04.2019
SECRETARY
HIGHTECH ELECTRONICS
09.2017 - 03.2018
Diploma of Higher Education - Hotel Management
Distinction College
Certificate of Higher Education - CxC
Edwin Allen High School