Service Representative Customer
Resume:
Zarria Brown
Fort Lauderdale, FL *****
*************@*****.***
Authorized to work in the US for any employer
Work Experience
Trainer
NationsBenefits - Miramar, FL
August 2022 to March 2023
• Develop programs and curriculum for the employee of the organization for orientation and in-job training
• Analyze the effectiveness of training and workshops to the employees and develop appropriate modification if needed
• Collaborate with the company’s management to identify training needs and schedule appropriate training sessions for employees
• Develop systems to monitor and ensure employees are performing their responsibilities according to the training
• Ensure the compliance of the company’s employees to cooperate with standards and procedures during training sessions
• Provide support and mentoring for new employees while conducting an evaluation and identifying sections where improvements are needed
• Understanding of Adult Learning Theories, Kolb’s Learning Styles
• Knowledge of ATD Competency Model and Bloom’s Taxonomy Tutor
Preply - Remote
August 2021 to February 2023
• Traveling to students' homes to provide lessons.
• Ensuring that if any changes need to be made to meeting times, it is done in a reasonable time frame.
• Maintaining communication with parents to update them on the student's progress.
• Researching learning resources to use during lessons
• Remaining up to date with the school curriculum and subject-specific content. Quality Assurance Manager
Insurance Pipeline - Fort Lauderdale, FL
February 2022 to August 2022
• Develops, implements, and manages processes to ensure that products meet required specifications for quality, function, and reliability prior to delivery.
• Identifies and sets appropriate quality standards and parameters for products.
• Communicates quality standards and parameters to QA team, product development team, and other appropriate staff.
• Coordinates product testing processes.
• Participates in product testing.
• Identifies and analyzes issues, bugs, defects, and other problems, particularly when problems recur in multiple products; recommends and facilitates solutions to these issues.
• Reviews client, customer, and user feedback.
• Maintains compliance with federal, state, local, and organizational laws, regulations, guidelines, and policies.
• Performs other duties as assigned.
Trainer
Insurance Pipeline Inc and The Affordable Insurance Group - Fort Lauderdale, FL March 2021 to January 2022
• Guided new hires in the classroom and during on the job training for the full onboarding experience
• Assessed and addressed gaps in trainee understanding or training material utilizing adult learning principles and theories
• Communicated trainees’ success and opportunities in real time in a direct positive manner, and providing corrective action when necessary
• Provide Guidance on how to de-escalate issues as needed Dispatcher
Dispatching Solutions, Inc - Remote
August 2020 to February 2021
• Schedule and dispatch drivers, work crews, vehicles or equipment to appropriate locations according to predetermined schedules, customer requests or immediate needs.
• Relay information such as work orders or other messages to and from work crews, field inspectors, supervisors or emergency personnel.
Customer Service Representative
Teleperformance - North Lauderdale, FL
August 2019 to February 2020
• Serves customers by providing product and service information and resolving product and service problems.
• Attracts potential customers by answering product and service questions and suggesting information about other products and services.
• Opens customer accounts by recording account information. Education
Associate’s in Early Childhood Education
Broward College - Coral Springs, FL
Present
Associate's in Dentistry
Florida Career College-Miami - Florida
January 2020 to December 2020
Skills
• Account Management
• Writing Skills
• Negotiation
• Personal Assistant Experience
• Dispatching
• Live chat
• Typing
• WordPress
• Customer support
• CRM software
• Marketing
• Microsoft Powerpoint
• Software troubleshooting (2 years)
• Mac OS
• Google Suite
• Data collection
• Windows
• Quality assurance
• Childcare
• Medical terminology
• Clinical research
• Sales
• Documentation review
• Product development
• Data analytics
• Social media management
• QuickBooks
• Public relations
• Banking
• Computer networking
• Leadership
• ATS
• Workday
• Hi-Lo
• Research & development
• Employment & labor law
• Training & development
• Teaching
Certifications and Licenses
TESOL Certification
Assessments
Customer focus & orientation — Highly Proficient
January 2020
Responding to customer situations with sensitivity Full results: Highly Proficient
Customer service fit — Proficient
January 2020
Measures the traits that are important for high-quality customer service. Full results: Proficient
Customer focus & orientation — Highly Proficient
October 2021
Responding to customer situations with sensitivity Full results: Highly Proficient
Customer focus & orientation — Highly Proficient
October 2021
Responding to customer situations with sensitivity Full results: Highly Proficient
Customer focus & orientation — Highly Proficient
October 2021
Responding to customer situations with sensitivity Full results: Highly Proficient
Customer service manager — Proficient
January 2022
Managing customer service representatives and resolving customer issues Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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