Customer Service Sales

ANDREA C. MOORE

**** ****** **** ****** *******, Florida 33511

813-***-**** ? *********@*******.***

QUALIFICATIONS:

. Over 11 years working in the finance and accounting industry

with 2 years recruiting experience

. Proven ability to effectively establish and manage customer

relationships

. Strong leadership and problem solving skills, thrives in a fast

paced, challenging environment

. Excellent communication skills with ability to initiate and

foster growth in long-term relationships

. Self motivated and able to adapt quickly to new and changing

environments

. Effective training methods with the capability to provide

constructive feedback

PROFESSIONAL EXPERIENCE:

Coca- Cola Enterprises

2004-2010

Dispute Management Investigator (2008- 2010)

Actively recruited, interviewed and classified new employees for domestic

and international employment for various departments and positions

including positions with a historical high turnover rate. Utilized multiple

recruiting techniques (job fairs, cold calling, online screening) to

successfully place qualified candidates for large job openings with a

limited time frame for placement. Developed training material, learning

exercises, and knowledge assessments for BPO project. Coached and consulted

with management and HR staff on employee development programs and

succession planning.

. Elected to coordinate on-boarding activities for a tier 1 BPO

service provider

. Assisted in placing 65 new employees in several roles within the

Disputes Management Department

. Increased retention rate from low 40% to over 80% in low

retention rate positions

. Selected as the head trainer for the Dispute Management

Department (Invoice Short Payment Dept.)

. Received highest class evaluation marks within the department

for new employee training course

. Appointed as the primary trainer of the Financial Supply Chain

Management project

. Identified areas of opportunity within the department which led

to resolution of over 3 million dollars

. Pinpointed problems with procedures and provided solutions which

resulted in process improvements

. Promoted to Dispute Management Investigator after one year in

Deductions Analyst Role

Deduction Analyst (2007- 2008)

Managed a team of 10 employees by reviewing and auditing their work daily.

Provided daily feedback to associates to improve productivity. Applied

analytical skills to research and resolve on and off invoice short

payments. Utilized Margin Minder, PAT, SAP, Basis and Microsoft Office to

assist in analytical research.

. Led 3 employees to earn promotions by coaching and mentoring

them on their performance

. Cleared $500 thousand dollars off the books monthly by auditing

short payments and rebill paperwork

. Served as a department expert in monthly Best Practice Workshops

to improve department functionality

. Reduced seriously past due deductions in my portfolio by 79%

within 3 months

. Awarded as Top Performer by exceeding my goals in several

departmental contests

. Generated department communications ensuring the timely

processing of $200 thousand dollars monthly

Senior Credit Analyst/Team Leader (2004 - 2007)

Participated in company job fairs in efforts to fill newly created roles.

Trained and directed a team of 10 employees. Reviewed employee production

metrics to determine opportunities. Facilitated monthly team meetings to

promote team cohesiveness. Maintained a portfolio of 4 million dollar by

collecting, researching disputes, and creating payment plans.

. Interviewed several applicants which resulted in placing 10

qualified candidates in open positions

. Productivity increased 50% by providing coaching and weekly

review of call logs and statistics

. Received several incentives as part of achieving top currency

percentages and increases

. Promoted to Team Leader after 6 months of employment

ANDREA C. MOORE

1812 Chapel Tree Circle Brandon, Florida 33511

813-***-**** ? *********@*******.***

Allied Interstate

2002 - 2003

Team Leader (Supervisor) (2003)

Entrusted to seek out, profile, and slot new employees for highly effectual

key positions. Trained all new employees and coached 10 tenured employees.

Offered decisions regarding payment plans and settlements. Responsible for

de-escalating customer concerns. Held weekly team meetings for training and

team building activities.

. Successfully placed 23 employees with various skill sets and pay

grades

. Tracked employee performance and provided constructive feedback

driving the team to be #1

for the entire year

. Motivated the team by facilitating contests which resulted in a

15% improvement in productivity

Professional Debt Collector (2002)

Contacted debtors in efforts to resolve extremely past due/charged off

accounts. Fostered relationships with delinquent customers to ensure full

payment. Crafted payment solutions by utilizing credit bureau reports.

. Received Top Performer Award every month within a year time

frame

. Achieved the highest number of settlements completed on my team

. Promoted to team leader (supervisor) after six months of

employment

Capital One Credit Card Services

1998 - 2002

Specialized Sales Professional (2000-2002)

Reviewed customer profiles in efforts of providing qualified products to

meet customer needs. Sold home equity services, payment protection, auto

insurance quotes, and credit bureau services.

. Recognized as a lead performer every month by achieving sales

goals

Credit Analyst (1998-2000)

Reviewed customer credit bureau reports and account handling to make credit

decisions. Actively responded to customer questions and concerns. Provided

payment options and educated customers on past due accounts.

. Acknowledged as a top 5 performer on several occasions by

hitting monthly goals

. Promoted to Specialized Sales Professional

EDUCATION AND TRAINING:

Associate in Arts Degree; Liberal Arts

Manatee Community College, Bradenton, Florida

Hillsborough Community College, Tampa, Florida

Leadership Boot Camp

Delivering Excellent Customer Service Workshop

CFS Advanced Collections Workshop

Public Speaking Course

APPLICATION EXPERIENCE:

SAP, BASIS, AS400, Margin Minder, PAT3, PAT Reporting, FSCM,

Microsoft Office Suite including Access, On Demand Developer,

Lotus Notes

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