Keziah Zavala 14073 Champlain Court, Rancho Cucamonga, CA 92336 909-569-7275 [email protected] OPERATIONS SUPPORT/CUSTOMER SERVICE PROFESSIONAL Profile More than 7 years’ successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and implementing proactive procedures to avoid problems in the first place. An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. Excellent working knowledge using Microsoft Word, Excel and Powerpoint. A team player, acknowledged as “Total Quality Customer Service Professional.” Synopsis of Achievements Increased customer retention by 19% year over year. Achieved the highest Net Promoter Score for all branches in the company in 2013. Reconciled open Purchase Orders to vendors identifying and saving the Branch 120k. Participated in OSHA training programs to help reduce injuries in the Branch workforce. Employment Modspace, Fontana, CA 2012-Present Branch Operations Coordinator Quickly and effectively solve customer challenges, calm angry callers, repair trust and identify resources for problem resolution. Product Manager for $800k Value Added Products portfolio at multiple branches. Accounts Payable for materials and vendors for branch operations. Support sales reps in opening new accounts, marketing programs and upgrading existing service. Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service. Citrus Ford, Ontario, CA Finance Support Validated credit quality for dealership customers, maintained proper lender mix. Negotiated with banks and other funding resources for customers. Assisted the sales teams in structuring deals. Overseeing compliance with the dealerships sales process and documentation requirements. 2010-2012 Andraos Insurance Agency, Ontario, CA Finance Support Handled all Customer Service responsibilities for agency. 2007-2010 Education Citrus College, Glendora, CA 2012 Interests Associate of Arts: Communications & Public Relations Writing & Singing Country Music, Playing Guitar & Drums, Competing in Basketball, Volunteering at Church, Longboarding.