STEPHEN ZAMBITO

Land O' Lakes, FL *****

210-***-**** - ad141n@r.postjobfree.com

PROFESSIONAL SUMMARY

Customer-oriented [Customer Services] with stellar customer satisfaction record. Talented at conducting customer account research, fulfilling requests and rectifying data and billing errors. Strong organizational, management and interpersonal skills. Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in Medical/Banking roles with high-volume customer demands.

SKILLS

Data evaluation

Conflict mediation

Contract negotiation expertise

Payment processing

WORK HISTORY

11/2021 to Current Sorter Operations Associate/part Time Amazon – Tampa, Florida

Maintained cleanliness and order of conveyor belt and sorting line areas to reduce safety risks.

Assessed and sorted items into containers or designated areas according to classification, size and condition.

Sorted and clearly marked products with indicators for grade or acceptance- rejection status.

Stacked items according to weights, sizes, types and picking priorities. 11/2014 to 07/2020 Customer Care Analyst

FCE Benefits Administrators – San Antonio, TX

Consulted with customers to determine best methods to resolve service and billing issues.

Evaluated customer account information to assess current issues and determine potential solutions.

Asked probing questions to determine service needs and accurately input information into electronic systems.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Answered [80] inbound calls per day and directed to designated individuals or departments.

Assessed customer account information to determine current issues and potential solutions.

Exceeded company productivity standards on consistent basis. Conducted investigations and took appropriate actions to resolve concerns. Created, implemented and optimized rules to reduce bank's exposure to fraud. Reviewed new and existing merchants and individual sales to assess, and risks. Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

Provided excellent service and attention to customers when face-to-face or through phone conversations.

06/2013 to 10/2014 Customer Care Representative

Wells Fargo Mortage – San Antonio, TX

Kept customer and system account information accurate and current to support timely resolutions for all concerns.

Assessed customer account information to determine current issues and potential solutions.

Documented conversations with customers to track requests, problems and solutions.

Maintained high satisfaction score by consistently resolving first-call issues. Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Researched resolutions, contacted necessary departments and responded back to customer back phone, mail or fax as follow up.

Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.

11/2011 to 04/2013 Risk Operations Analyst

JPMorgan Chase – San Antonio, TX

Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services. Evaluated financial documentation such as credit reports, processing history and bank statements.

Analyzed areas of potential risk to assets, earning capacity and organizational success.

Created, implemented and optimized rules to reduce bank's exposure to fraud. Conducted investigations and took appropriate actions to resolve concerns. 09/2006 to 02/2010 Customer Care Analyst

Humana Healthcare – Tampa, FL

Kept customer and system account information accurate and current to support timely resolutions for all concerns.

Processed customer account changes using proprietary software. Ranked in top level for customer satisfaction among team members. Followed up on emailed or web-submitted customer inquiries within standard response times.

Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products. Documented conversations with customers to track requests, problems and solutions.

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Exceeded company productivity standards on consistent basis. 02/2001 to 06/2006 Retention Supervisor

JP Morgan Chase – Tampa, FL

Achieved or exceeded registration and retention objectives. Performed customer negotiations to reach fair conclusion for both business and customer.

Explained new products and services to customers.

Responded to [70] customer queries daily.

Compiled all calls and interactions into computer data system. 07/2000 to 12/2000 Customer Service Representative Quest Diagnostics – Tampa, FL

Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Consulted with customers to determine best methods to resolve service and billing issues.

Assessed customer account information to determine current issues and potential solutions.

Answered customer questions and addressed concerns, resulting in [80]% reduction in complaint calls.

Fielded customer complaints and queries, fast-tracking them for problem resolution.

10/1992 to 03/2000 Sterilization Technician

Bausch & Lomb/Contact Lens Division – Rochester, NY Recorded results of biological and diagnostic tests. Readied instruments for sterilization procedures and completed decontamination protocols.

Cleaned and sterilized rooms.

Logged unit quantities and entered data into inventory database. Observed inventory allocation to maintain material needs and production deadlines.

Protected company inventory by maintaining and organizing storage areas. Resolved conveyor system issues by clearing jams and blockages. Palletized boxes to streamline movement and shipment. Compared product and materials colors, shapes, textures and grades with predetermined templates.

Assigned and marked items with grades and official acceptance or rejection status. Noted changes during testing in project documentation. Learned new testing methods through continued education and research. Calibrated products to match design and operational specifications. Identified production concerns and worked with supervisors to understand and remedy situations.

EDUCATION

03/1985 GED

Jefferson High - Rochester, NY

Completed professional development in

tool and die journey mwn

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