Zainab K. Moody

*** ***** **, *** *** Baltimore, MD 21230

443-***-****

E: ad1uvk@r.postjobfree.com

URL: https://www.linkedin.com/in/zainab-moody-90214a1a5

Qualification Summary

Meticulous administrative and call center support professional with experience working in a fast-paced environment that demands strong organizational, technical and interpersonal skills. Committed to superior customer service and resourceful in completing projects. Possesses a reputation for being trustworthy, creative, and competent.

CORE COMPETENCIES

Inbound/Outbound Call Center Operations Data Archiving

Problem Solving

Records Management Conflict Resolution Database Administration

Critical Thinking

Skip Tracing

Internet Research Equipment Operations

Data Entry/10 Key

Professional Experience

Home Based 6/2021-Present

Home Health Aide -Baltimore, MD

●Plan a daily care schedule for an elderly parent, modify care plans as prescribed by medical professionals. Managing medications, transportation and mobility assistance

●Administrative caregiving is spent facilitating phone calls. Paying bills and taxes. Insurance companies, healthcare systems, and doctors’ offices.

Target 09/2021-11/2021

Human Resources Expert -Baltimore, MD

●Attained knowledge of federal, state and local employment law and executed recruiting efforts.

●Developed experience with workforce management programs, scheduling software and extensively reflected a culture of ethical conduct, safety and compliance.

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Cowan Systems LLC. 05/2021-7/2021

Logistics Coordinator -Lansdowne, MD

●Navigated and maintained a LMS database hourly.

●Created and maintained detailed customer information and contact lists for assigned accounts.

●Notified all affected parties of late/early arrivals, accidents, or carrier maintenance issues. Efficient contact made internally and externally via call, chat, email or Teams.

●Continuously kept account managers in the green by contacting carriers state wide and internationally every 4 hours or less.

Amazon Fulfillment Center 10/2020-03/2021

Sortation Warehouse Associate -Dundalk, MD

●Palletized cases at sortation site by taking cases from trailer or conveyor belt.

●Operated carts, hand trucks, dollies.

ICF International LLC. 07/2017-3/2020

Call Center Representative -Owings Mills, MD

●Assisted clients and applicants with child support (CSEA), financial (TCA, TDAP, TANF), medical (MEDICAID, QMB, SLMB, LTC) nutritional (SNAP) and energy assistance (OHEP.

●Reported potential cases of child/elder abuse, neglect and fraud across the state of Maryland.

●Consistently awarded as a top performer in customer service experience and call center metrics by meeting average of 96% on quality assurance score cards.

●Emphasizing quality and quantity equally by achieving a 5 minute or less call time average.

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Staff Quest Inc. 02/2015-07/2017

Administrative Assistant/Call Center -Owings Mills, MD

●Managed office infrastructure and resources.

●Received and booked conference space and travel accommodations.

Integrity Staffing Inc. 11/2015-12/2015

Shipping and Receiving Clerk -Dundalk, MD

●Palletized cases at sortation sites by taking cases from trailers or conveyors.

●Operated carts, hand trucks, dollies.

M&T Bank 05/2015-08/2015

Relationship Banker I -Baltimore, MD

●Responsible for providing financial advice by applying disciplines in the banking industry.

●Processed financial transactions on clients' bank accounts, generated account statements, and reiterated bank policies to support clients' financial goals and objectives.

Chimes of Columbia 12/2014-04/2015

Team Leader -Baltimore, MD

●Assigned work as needed and assisted to ensure 100% compliance with contract specifications.

●Worked closely with the team supervisor to ensure all duties were complete.

CAEI Inc. (BG&E) 01/2012-06/2014

Call Center Representative -Woodlawn, MD

●Provided account services and collections information according to mandates by the Maryland Public Service Commission.

●Managed 80 inbound calls per day while sustaining 84% first call resolution while operating within the guidelines and restrictions of the utility provider.

●Assisted with payment arrangements, issued extensions and duplicate bills, negotiated payment plans. Troubleshot complex issues and escalated when appropriate to ensure timely solutions.

●Provided knowledgeable responses to investigation inquiries and effectuated customer satisfaction by correcting errors, waiving fees and granting credits.

NCO Financial Systems Inc. 10/2009 -01/2012

Probate Collector -Baltimore, MD

●Responsible for handling customer complaints and inquiries in an efficient and professional manner.

●Average percentage of 49% monthly calls resulting in Promise to Pay (PTP). Updated and documented all communications with financial clients, family members, attorney offices, and insurance companies.

● Consistently performed in ranking top 3 in dollar collected and highest percentage of personal monthly goals met.

●Handled 172 calls average daily within personal queue and probate pool for delinquent accounts for the deceased.

Education

VILLA JULIE COLLEGE (Stevenson University) Stevenson, MD

Bachelor of Arts Degree in Psychology 2006

Related Courses

●Human Biology

●Human Anatomy

●Physiology Biological Psychology

●Statistics and Probability

●Psychopathology Data Analysis

●Research Methods

●Counseling Skills Tests and Measurement

●Personality Theories

●Forensic Psychology

Systems of Psychotherapy

Technical Skills

●Digital CRM systems

●Digital LMS tracking databases

●Microsoft Office

●Cloud collaboration tools (Google Docs, Google Sheets, Dropbox)

●iOS/Android devices

●Remote communication platforms (Chat/IM systems, Zoom, Google Meet, Microsoft Teams).

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