Customer Service Leader with Financial Aid Experience
Resume:
Zaida Diaz
Jacksonville, FL *****
************@*****.***
Personal
My history is in Customer Service in which I have an extensive amount of experience, along with management roles excelling at customer satisfaction, resolution, and retention. My work experience includes pre-and post-sales support specialist, office administration, front desk receptionist, management and leadership skills in retail along with call center leadership roles which include doing on-the-job training and supervising. I am proficient in being flexible, knowledgeable, and always willing to further my education for the role provided, I am hardworking and thrive within deadline-driven environments. My background has given me in-depth knowledge of patience and empathy with extensive resourcefulness in conflict and customer care. Work Experience
Student Finance Coordinator
Tulsa Welding School
Jacksonville, FL
April 2024-October 2024
• Performs virtual outreach activities to counsel and advise prospective students about financial aid eligibility, application procedures, and costs, individualizing information to the student's needs.
• Initiates calls to applicants to provide information and guide them through the Tuition Planning process.
• Effectively guide applicants, including family if applicable, through completing the FAFSA, MPN, and Entrance Counseling virtually when using Title IV aid (phone and IM/chat functions)
• Facilitates setting up subsequent appointments with Student Finance Support based on prospective students’ individual needs.
• Maintains up-to-date knowledge of guidelines and regulations about state, agency, institutional, and federal funding
• Provides exceptional customer service by promptly addressing all inquiries about financial aid programs and eligibility for prospective students.
Customer Relationship Advocate/Financial Customer Associate Fidelity Investments
Jacksonville, FL
January 2023 to February 2024
• Customer service specialist assisting clients with transactions and account maintenance in a call center environment.
• Verifying the client's identity by following strict guidelines and procedures.
• Providing security for large dollar accounts
• Assisted clients with withdrawals and loans from clients’ 401k accounts.
• Following IRS guidelines to provide accuracy and skills for individuals willing to make changes to their retirement plans.
• Guided individuals regarding investments and future procurement of stocks and funds Retail Sales Associate/Supervisor Training
JCPenney
Lake City, FL
September 2022 to January 2023
• Retail Associate in diverse areas throughout the store.
• Led teams in credit card sign-ups by using upselling techniques.
• Consistently called upon by managers to train associates in retail systems.
• Provided a fun and impactful service to clients. Lead Sales Associate
Big Lots
Lake City, FL
June 2021 to September 2022
• Greeted and assisted customers with inquiries and provided guest resolutions.
• Assist in maintaining a well-stocked store.
• Remained aware of customer activity to ensure a safe and secure shopping environment.
• Independently stocks shelves and recovery of merchandise in-store; assists other stores with stocking and recovery as needed.
• Training of new hires and managers
• Tracked inventory.
• Works with management to ensure sales associates are in a safe and productive work environment. Merchandise Manager
Dollar Tree
Lake City, FL
August 2020 to June 2021
• Responsible for delegating teams to produce a well-stocked store.
• Ordering and purchasing products for sell
• Training of new hires and managers
• Tracking inventory and creating reports
• Works with upper management to make sure associates and customers are in a safe environment while shopping.
Operations/Call Center
SeaWorld- Park
Orlando, FL
February 2008 to July 2015
Orlando, Florida; February 2008-July 2015
• Answered an average of 60-80 calls per day within a call center.
• Provide excellent customer service and support.
• Addressing and analyzing customer inquiries and providing resolutions.
• Described products to customers and accurately explained details and care of merchandise.
• Effectively communicated daily with and supported sales, marketing, and administrative teams. Education
Bachelor's Degree-Business Administration and Management Strayer University (2021)
Skills
Strong conflict resolution skills (10+ years)
Goal-oriented (10+ years)
Articulate and well-spoken (10+ years)
Detail-oriented (10+ years)
Accurate and detailed (10+ years)
Independent worker (10+ years)
Inventory tracking and ordering. (5 years)
Marketing (10+ years)
Supervising experience (7 years)
Cash handling (10+ years)
Retail management (2 years)
Retail sales (10+ years)
Guest services (10+ years)
Distributed control systems
Office experience (5 years)
Customer service (10+ years)
Microsoft Office (10+ years)
Sales Support (10+ years)
Windows (10+ years)
Strong interpersonal skills (10+ years)
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