Customer Care Service
Resume:
S
Zenobia S. Crenshaw
************@*****.***
Mount Vernon NY
SUMMARY
Seasoned Senior Customer Care Representative with over 30 years of customer service experience across diverse industries including retail, telecommunications, healthcare, and corporate environments. Renowned for professionalism, accuracy, and empathy in high-volume service roles, consistently achieving top quality scores and recognition for excellence. I am skilled in relationship management, problem resolution, and ensuring exceptional client satisfaction.
CORE SKILLS
Customer Relations management
Issue resolution
High-volume call handling
Policy and compliance expertise
Retention and satisfaction strategies
Team collaboration and mentoring
Microsoft Office proficiency
CRM and ACD systems
EXPERIENCE
Senior Customer Care Representative
Hawthorne, NY
Crown Awards/ Apr 2022 to Oct 2025
Resolved high volumes of customer inquiries via phone, email, and chat with professionalism.
Mentored junior representatives to enhance service quality and consistency.
Achieved Employee of the Month award within first year for outstanding customer satisfaction.
Processed government purchase orders while ensuring compliance with documentation standards.
Consistently attained 95–100% on quality control reviews, demonstrating accuracy and attention to detail.
Collaborated with operations to identify recurring order issues, reducing repeat complaints.
Ensured compliance with company policies regarding orders, returns, and billing adjustments.
Recognized for maintaining exceptional satisfaction metrics in fast-paced environment.
Provider Service Representative
White Plains, NY
OrthoNet/ Apr 2015 to Feb 2022
Handled complex benefit and eligibility inquiries, providing responsive support to providers and managed care personnel.
Ensured compliance with state, federal, and managed care regulations.
Maintained accurate provider records and participation data through regular updates.
Exceeded departmental performance goals for call quality and resolution consistently.
Office Manager
Teaneck, NJ
H & R Block/ Sep 2014 to Apr 2015
Directed daily operations and optimized workflows in high-volume tax preparation office.
Delivered exceptional client service by managing appointments, inquiries, and communications.
Enhanced client experience through improved organization and customer-focused strategies.
Customer Satisfaction Representative / Returns Coordinator
Elmsford, NY
Two's Company/ Jan 2001 to Jan 2014
Managed customer orders, returns, and credits with precision and professionalism.
Collaborated with Quality Assurance and Customer Care teams to efficiently process returns and resolve issues.
Contributed to process improvements that elevated customer satisfaction metrics.
Customer Service Representative
Armonk, NY
IBM Telespectrum Worldwide Inc./ Mar 1999 to Dec 2000
Resolved customer inquiries by providing timely solutions for both technical and account-related issues.
Customer Service Representative
Rutherford, NJ
Nextel Digital Communications/ Sep 1995 to May 1999
Facilitated superior customer service in dynamic telecommunications setting.
EDUCATION
Office Technology Certification
Westchester Community College Jan 2012
Valhalla, NY
High School Diploma
Massanutten Military Academy
Woodstock, VA
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