Zainab Moody
About
Detail
Experienced Customer Relations/Call Center Professional
Maryland, United States
Résumé
Jobs
verified_user
0% verified
- SIndependent Contractor public Remote experienceSelf Employed-RemoteMar 2024 - Current (2 years 8 months)Respond to inquiries from patients, physicians, and providers for virtual appointments. Resolve complaints, process orders, and share information about home improvement products and services. Troubleshoot customer issues on TurboTax by explaining features and offering guidance. Refer specialized cases to appropriate support channels.
Human Resources ExpertTargetSep 2021 - Nov 2021 (3 months)I developed knowledge of employment laws across all levels and supported recruitment, employee relations, training, compliance, HRIS, payroll, benefits, and other HR processes. I am committed to fostering an inclusive workplace and aiding team members in delivering excellent guest service and a positive shopping experience.- Home Care ProviderWork From HomeJun 2021 - Jan 2025 (3 years 8 months)Delivered continuous care to an elderly relative, adapting care plans as prescribed by medical professionals and offering emotional and social support. Assisted with daily living activities such as bathing, dressing, grooming, cooking, shopping, and housekeeping. Managed medications, appointments, transportation, and mobility needs.
- Logistics CoordinatorCowan Systems LLCMay 2021 - Jul 2021 (3 months)Navigated and maintained a complex LMS database on an hourly basis. Created and updated detailed customer information and contact lists for assigned accounts. Notified all relevant parties of late or early arrivals, accidents, or carrier maintenance issues. Maintained efficient communication both internally and externally using calls, chats, emails, or Teams. Supported account managers by contacting carriers statewide and internationally every four hours or less.
- Customer Service SpecialistICF InternationalJul 2017 - Mar 2020 (2 years 9 months)Assisted clients with child support, financial, medical, nutritional, energy assistance, and a broad range of other social services throughout Maryland. Consistently recognized as a top performer in customer service and call center metrics, achieving an average of 96% on quality assurance scorecards. Balanced high standards for quality and efficiency with an average call time of five minutes or less. Assisted clients with child support, financial, medical, nutritional, energy assistance, and a broad range of other social services throughout Maryland
- Relationship Banker lMT BankMay 2015 - Aug 2015 (4 months)Provided comprehensive financial advice, applying industry best practices to address client needs and support their financial goals.
- BCustomer Support SpecialistBaltimore Gas and ElectricJan 2012 - Jun 2014 (2 years 6 months)Handled account services and collections in accordance with Maryland Public Service Commission mandates. Managed 80 inbound calls daily, achieving 84% first-call resolution within BGE’s guidelines. Assisted with payment plans, handled billing issues, and provided effective troubleshooting and escalations as needed to guarantee customer satisfaction.
- Probate CollectorNCO Financial SystemsOct 2009 - Dec 2011 (2 years 3 months)Addressed customer inquiries and complaints with professionalism and efficiency. Achieved an average 49% Promise to Pay rate, documented all communications with clients, family members, law offices, and insurance companies. Consistently ranked among the top three in collections and exceeded personal monthly goals, handling an average of 172 daily calls for delinquent probate accounts.
- Senior BooksellerBordersOct 2006 - Aug 2009 (2 years 11 months)Serving customers in a retail environment, identifying customer needs and making recommendations. Stock and cleaning duties and Inventory control
Education
verified_user
0% verified
- Bachelor of Arts - BA, PsychologyStevenson UniversitySep 2002 - Jun 2006 (3 years 10 months)