ZMZacks Moha
@zacksmoha
Customer-focused multilingual representative with 5+ years of experience.
United StatesWhat I'm looking for
I am a dedicated Customer Service Representative with over 5 years of experience in fast-paced remote support environments. My commitment to providing exceptional customer service has allowed me to maintain a 93.8% first-call resolution rate while assisting an average of 90 clients daily. I pride myself on my ability to resolve issues quickly and empathetically, ensuring that every customer interaction is positive and productive.
Throughout my career, I have consistently exceeded KPIs and improved workflows, demonstrating my strong problem-solving skills and attention to detail. My experience includes collaborating with product and tech teams to enhance service delivery and proactively engaging with customers to improve response times. I am passionate about professional growth and strive to uphold high-performance standards in virtual customer service teams.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
Foundever
Jan 2024 - Present (1 year 5 months)
Provided high-quality customer service to an average of 90 clients per day, maintaining a 93.8% first-call resolution rate. Commended for exceptional problem-solving skills and the ability to handle complex customer inquiries and complaints effectively, including account management, billing inquiries, and technical troubleshooting.
Customer Support Executive
John B. Sanfilippo & Sons, Inc.
Jan 2023 - Present (2 years 5 months)
Efficiently tracked, prioritized, and followed up on support tickets using internal CRM systems, ensuring timely issue resolution. Collaborated with product and tech teams to escalate bugs and provide feedback for improvements, which improved first response time by 37.2%.
Medical & Community Interpreter
Propio Language Services
Jan 2022 - Present (3 years 5 months)
Delivered precise and culturally sensitive interpretation for over 1,000 high-stakes calls related to Supplemental Security Income (SSI) applications, Social Security benefit disbursements, and cash assistance programs. Provided accurate interpretation services for medical, insurance, 911 emergency, PCA assessments, Immigration and asylum cases, and social service calls in time-sensitive situation
Education
Degrees, certifications, and relevant coursework
North Central University
Associate of Arts, Business Administration
Completed coursework focusing on core business principles and administrative practices. Gained foundational knowledge in areas such as management, marketing, and finance.
Dagoretti High School
High School Diploma, General Studies
Successfully completed secondary education, earning a High School Diploma. Developed foundational academic skills across various subjects.
Availability
Location
United StatesAuthorized to work in
Job categories
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