Zhane Neal

• Increased client retention through proactive follow-up and communication, addressing concerns and making necessary adjustments to plans.
• Strengthened relationships with existing members by reviewing accounts and aligning CPE interests with their financial goals.
• Assisted customers during major life transitions such as retirement or job changes. Helping customers navigate financial implications of these events successfully regarding their AICPA interests.
• Utilized advanced tools to evaluate performance metrics and make informed decisions on behalf of customers.
• Continuously pursued professional development opportunities, staying current with industry trends and advancements to best serve clients'' needs.
• ⁠Contributed to sales growth by upselling products and services based on individual customer requirements.
• Mentored new employees, sharing my knowledge and best practices to enhance team performance.
• Developed and maintained strong relationships with colleagues in different departments expanding resources available for customer assistance.
• Oversaw multiple projects, ensuring adherence to established timelines and deliverables.

• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Owned customer issues, following through to resolution and enhancing overall customer experience.
• Managed customer service calls regarding finance, retirement services, and account inquiries, ensuring accurate and timely assistance.
• Assisted high volume of customers daily while maintaining positive attitude and dedication to customer satisfaction.
• Assisted clients with 401k account setup and management.
• Guided clients in establishing and managing Roth IRA accounts.
• Verified accuracy of customer account information and updated when necessary.
• Managed approximately 30 calls per shift

• Possessed extensive knowledge of Apple products, enhancing customer support.
• Maintained up-to-date knowledge of software and iOS for effective support.
• Communicated effectively with customers, enhancing satisfaction and loyalty.
• Navigated multiple systems to resolve complex customer inquiries, ensuring accurate and timely assistance.
• Provided customers with detailed information on company products, services and materials.
• Emphasized ease-of-use, innovation, and reliability of products in customer interactions, reinforcing Apple's brand values.
• Demonstrated proficiency in typing with accuracy and speed.

• Deescalated calls while managing 60-100 calls per shift, maintaining a calm and professional demeanor.
• Managed complex customer inquiries, navigating multiple systems and resources to provide accurate and timely assistance.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Provided verbal walk-throughs to assist customers with spectrum equipment issues, ensuring high-quality customer service.
• Listened actively to customers, resolved concerns promptly, and escalated major issues to supervisor for further assistance.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Updated account information to maintain customer records.

Worked seasonally in retail

• Facilitated smooth checkout, refunds, and exchanges to enhance customer satisfaction.
• Managed up to 50 customers per shift, effectively deescalating issues to maintain service quality.
• Greeted customers entering the store, promptly addressing inquiries to improve overall shopping experience.
• Helped customer locate any products in store or online
• Maintained balanced cash drawer, ensuring accurate accounting at end of each shift.
• Processed JCP credit card applications
• Stocked, tagged, and displayed merchandise.

• Managed 50-80 calls per shift, ensuring timely and effective responses to customer needs.
• Resolved customer issues promptly to ensure satisfaction.
• Courteously and professionally addressed customer inquiries and suggestions, enhancing customer experience.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Actively listened to customers, resolved concerns efficiently, and escalated critical issues to supervisor for further action.
• Answered constant flow of customer calls with minimal wait times.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Assisted callers/customers with any issues

• Managed onsite attendee registration for 800+ participants, ensuring efficient check in & badge distribution,
• Processed and managed registration requests for various AICPA events, ensuring timely responses to participant needs.
• Coordinated communication and provided front-line customer service to attendees, resolving inquiries and enhancing attendee experience.
• Maintained accurate participant records using Event Power, Salesforce, and aicpaconferences.com to support event planning and execution.
• Collaborated with event team members to ensure smooth execution of registration workflows.