Zakia Thomas

Detail-oriented Remote Customer Care Professional with extensive experience in customer care and case management. Proven skills in regulatory compliance and claims management, coupled with adeptness in utilizing CRM systems for efficient data entry. Adaptable with strong analytical, problem-solving, and interpersonal communication skills.

Customer Care Professional at AMERICAN EXPRESS (2021-08 – 2026-05)

• Provided exceptional customer support by addressing billing inquiries and processing payments while promoting relevant financial products, prioritizing customer satisfaction.
• Consistently handled 50+ customer calls daily while meeting required Average Handle Time (AHT), productivity, quality, and performance metrics, demonstrating the ability to balance high-volume workloads with efficient, accurate, and customer-focused service.
• Guided customers through complex charges, establishing tailored payment solutions to meet individual needs, demonstrating strong problem-solving and negotiation skills.
• Researched and resolved account disputes and complaints with professionalism and efficiency, leveraging strong analytical skills.
• Employed CRM systems to meticulously document interactions and monitor customer satisfaction, contributing to process improvements.

Case Manager at GWINNETT COUNTY DIVISION OF FAMILY AND CHILDREN SERVICES (2019-07 – 2021-04)

• Assessed applicant eligibility for Medicaid, TANF, and various public assistance programs, ensuring accuracy and compliance with state and federal regulations.
• Interpreted and applied state and federal regulations to ensure accurate benefits determination and effective risk management.
• Managed the processing of medical claims, adjustments, and refunds in strict compliance with policy guidelines, demonstrating accountability.
• Maintained HIPAA compliance while ensuring accurate data entry for audits and case reviews, showcasing organizational skills.

Night Staff Coordinator at ATHENS AREA HOMELESS SHELTER (2016-07 – 2021-05)

• Oversaw overnight supervision and provided direct support to clients in transitional housing, enhancing interpersonal communication.
• Coordinated volunteer scheduling and assignments to enhance shelter operations, demonstrating strong organizational skills.
• Facilitated connections for families to essential services including legal aid, education, and employment resources, showcasing relationship management.
• Managed inventory and maintained a safe, organized environment for residents, ensuring professionalism and compliance with safety standards.

High School Diploma – WEST AURORA HIGH SCHOOL (1995 – 1997)