Customer Service Call Center
Resume:
Zainab K. Moody
**** **** **. ******** ****, MD, 21225
E: ***********@*****.***
URL: https://www.linkedin.com/in/zainab-moody-90214a1a5
Qualification Summary
Meticulous administrative and call center support professional experienced 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
Self-Employment
Independent Contractor-Baltimore, MD 2/2024-Present
●Contributed to project initiatives, including those related to product launches, divestitures, and discontinued products. Maintained accurate records of customer interactions.
●Troubleshoot issues and finding solutions to customer problems by explaining software features and assisting with navigation of the TurboTax platform.
●Identified situations requiring specialized knowledge and directing them to appropriate support channels.
Family Caregiver 6/2021-3/2025
Home Health Aide -Baltimore, MD
•Provided around the clock care for an elderly relative, modified care plan as prescribed by medical professionals, and provided emotional and social support.
•Assisted with bathing, dressing, grooming. cooking, shopping, and housekeeping. Managed medications, appointments, transportation and ambulation.
Target 09/2021-11/2021
Human Resources Expert -Baltimore, MD
●Attained knowledge of federal, state and local employment law and executed recruiting efforts.
Cowan Systems LLC. 05/2021-7/2021
Logistics Coordinator -Lansdowne, MD
•Navigated and maintained complex 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 statewide 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 transferring cases from trailer or conveyor.
ICF International LLC. 07/2017-3/2020
Call Center Representative -Owings Mills, MD
●Assisted with child support (CSEA), financial (TCA, TDAP, TANF), medical (MEDICAID, QMB, SLMB, LTC) nutritional (SNAP) energy assistance (OHEP) and other services (ABUSE, NEGLECT, FRAUD) available across the state of Maryland.
●Consistently awarded as a top performer in customer service experience and call center metrics by meeting an average of 96% on quality assurance score cards. Emphasized quality and quantity equally by achieving a 5 minute or less call time average.
Staff Quest Inc. 02/2015-07/2017
Administrative Assistant/Call Center -Owings Mills, MD
●Managed office infrastructure and resources for the director of the Graves Honors Program Business school.
●Scheduled meetings, took minutes, maintained calendar, and booked conference space, travel accommodations and placed catering orders.
Integrity Staffing Inc. 11/2015-12/2015
Shipping and Receiving Clerk -Dundalk, MD
●Palletize cases by transferring items from trailer or conveyor at sortation site.
M&T Bank 05/2015-08/2015
Relationship Banker I -Baltimore, MD
●Responsible for providing financial advice by applying disciplines in the banking industry.
Chimes of Columbia 12/2014-04/2015
Team Leader -Baltimore, MD
●Assigned work as needed and assisted supervisors to ensure task completion and 100% compliance with contract specifications.
CAEI Inc. 01/2012-06/2014
Call Center Representative BGE -Woodlawn, MD
●Provided account services and collections information according to mandates by the Maryland Public Service Commission. Managed 80 inbound calls per day, 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 and 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% resulting in Promise to Pay (PTP). Updated and documented all communications with financial clients, family members, law 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
●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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