Zamalwandle Velasquez
Dayton
Summary
Energetic and confident customer service representative with over 4 years of professional experience - My strong ability to build rapport, exceptional memory and customer experience demonstrates my dedication. - Highly familiar with customer relationship management (CRM) systems and software, conflict resolution, and customer escalations.
Overview
6
6
years of professional experience
Work History
Sales Associate
MattressFirm
08.2020 - 09.2024
- Handled inbound calls,chat and emails,assisted customers setupnew accounts with us shipping status,refund and troubleshooting.
- Managed portfolio of accounts, addressing billing concerns and ensuring timely invoice payments.
- Conducted high volumes of outbound calls to chase customers with past due account balances.
- Helped resolve customer invoice disputes and other billing related issues.
- Managed customer payments and remittances.
- Clearly articulated the billing processes and educated stakeholders on invoicing procedures.
- Gathered and relayed feedback to improve billing systems and processes.
- Collaborated with internal teams to execute billing-related initiatives and trials
Customer Service Representative/ Sales
CCI Call center
05.2018 - 06.2020
- Assisted customers via chat, voice, and email, providing timely resolutions and personalized service.
- Utilized CRM tools to manage and track customer interactions, ensuring accuracy and up-to-date information.
- Evaluated and monitored customer interactions across all channels, providing feedback and identifying areas for improvement to enhance service quality.
- Used data-driven insights to propose improvements and streamline customer relations processes.
- Reviewed customer service data to assess effectiveness and propose improvements.
- Ensured all customer interactions align with the company’s values, maintaining professionalism and empathy.
- Guided new customers through onboarding processes, ensuring they understand products or services and are set up for success.
- Monitored and respond to customer inquiries and feedback across social media platforms, maintaining a positive online presence.
Education
High School Diploma -
Emkhayideni
Richards Bay, South Africa12-2011
Skills
- Customer support
- Customer Satisfaction (CSAT),CRM
- Proficient in English/English is my first language
- 2 years of customer support experience (Voice/Chat)
- Ability to work as part of multidisciplinary teams
- Comfortable handling ambiguous situations and adaptable to constant change
- Possess an “I can handle anything” mentality
- Demonstrate a high degree of motivation, self-direction, and initiative to achieve the goals of the team and organization
- Exceptionally detail-oriented
- Ethical and unbiased integrity and decision-making abilities
- A positive mindset that elevates the entire team
Technical Summary - Operating Systems
- Windows
- MacOs
Knowledge And Skills
- Customer support
- Customer Satisfaction (CSAT)
- Virtual Sales
- CRM
Timeline
Sales Associate
MattressFirm
08.2020 - 09.2024
Customer Service Representative/ Sales
CCI Call center
05.2018 - 06.2020
High School Diploma -
Emkhayideni
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