Customer Service Management

lamond moore

Email: *********@********.***

Address: ***** ******** *** *** #***

City: Rancho cucamonga

State: CA

Zip: 91739

Country: USA

Phone: 626-***-****

Skill Level: Management

Salary Range: $70,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

12223 HIGHLAND AV BLDG 106 #431RANCHO CUCAMONGA, CALIFORNIA 91739

CELL-626-***-****/ *-****-*********@********.***

LAMOND F. MOORE

SUMMARY OF QUALIFICATIONS

My work history reflects growth and advancement in my assignments, proven leadership and customer service skills and an aptitude for problem solving

Effective at rapidly recognizing and analyzing department needs and finding solutions

Extensive knowledge of administrative policies and procedures through 5+ years of customer care experience, dealing with both internal and external customers

10+ years handling escalated situations with both internal and external customers

I have managed 15 supervisors while overseeing 19 locations

Experience at maintaining positive inventory levels in order to reduce minimal negative impact to day-to-day operations of the organization

Ability to apply principles of adult learning theory to design and delivery

Ability to prepare course equipment/materials, including tools and items needed for practice

Data entry experience

Computer literate: Microsoft Word, Excel, PowerPoint, Access, InfoPath, Outlook

OBJECTIVE

Seeking a position where my dedicated work ethic, solid work history and ability to learn and adapt to new challenges quickly can be an asset to any department and/or organization as whole.

EMPLOYMENT

Time Warner Santa Monica, California

Manager, North Division / Regional warehouse management August 2006 Present

Develop, implement, track and manage detailed project plan(s)

Maintain records as outlined by TWC guidelines

Responsible for all CPE Inventory locations; prioritizing and scheduling regular visits to each location

Utilize resources and best practices that maintained a high performing warehouse and customer focused team

Provide Leadership in mentoring and developing team members

Implement and support teamwork, performance and sharing of information

Oversee the efficient receipt, storage and transportation of products

Identify issues and risks; clearly communicate and escalate to management when appropriate

Maintain regular department meetings and participated in functional area meetings as needed

Manage temp labor as well as regular staff; maintaining department budget within the administrative guidelines

Manage performance and quality control standards; including all corrective actions

Make sure that all inventory is properly added into CSG billing system when received

Comcast Bellflower, California

Supervisor, Warehouse/Materials Management June 2004 October 2006

Responsible for maintaining inventory levels for Supply Management Department in relation to CPE equipment (converters, modems, component cables, and routers)

Check all stock levels for accuracy, ensure that materials and equipment are properly stored and/or issued to respective warehouse locations

Complete daily inventory counts; in addition, responsible for receiving materials into warehouse through CIFA (Comcast Integrated Financial Applications) system

Complete data entry of requisitions received from internal customers utilizing Oracle inventory system.

Utilized Mintek Sets to add new inventory into the CSG billing system. Transferred equipment to other warehouses in the system for use, when requested.

Complete monthly reconciliation of equipment and inventory for accounting purposes and work with vendors in order to send equipment out for repair for re-deployment in the system.

Prepare work schedules, organize activities and monitor progress to ensure that work is performed in a timely manner.

Comcast Hollywood, California

Interim Call Center Supervisor April 2003 June 2004

Back field supervisor out on leave and/ or any stent of time where coverage was needed

Responsible for the daily activities of 16 associates in the call center.

Reviewed Performance Power Tool with each team member on a monthly basis to insure that associate met department requirements, i.e. call time, average call completed, etc.

Responsibilities included payroll, escalated customer calls, conducted quick huddles and call quality monitoring with coaching.

These duties were in addition to my existing responsibilities.

Comcast Hollywood, California

Customer Service Lead January 2001 June 2004

Assisted associate with handling customer calls

Educated associates on product and services

Took over calls that where escalated or no longer could be handled by the associate

Worked with the Training Team as an In-House Trainer to ensure that proper training was provided to new hires

Assisted with peer coaching and facilitated customer service, sales, installation and technical core training curriculum

Developed training manuals and job aids, as well as served as a mentor to our new hires

Provided support and leadership based upon the experience and knowledge obtained through the organization

Comcast Los Angeles, California

Customer Care Professional September July 2000 January 2001

Handled customer service telephone calls in a busy call center environment

Answered customer questions regarding billing and service problems

Corrected errors and discrepancies on customer billings as necessary

Assessed customers accounts and upsold services and products as needed

Prepared work orders for maintenance requests after determining if field visits are required, and ensure appropriate follow-up procedures are met

Performed billing and posting of customer accounts, which included resolving delinquent account balances

EDUCATION

University of Phoenix -7 class short of obtaining my MBA

University of Phoenix Bachelors Degree in Business Management with a minor in e-business August 2008

John Muir High School Finance Academy Pasadena, California Diploma: June 1993

CERTIFICATES

Valuing Employees

Essentials of leadership

Effective leadership

Applying Business Theories to the workplace

Diversity and Inclusion for Leaders

Presentation Skills Certificate (MPSC)

APICS Certified in Production and Inventory Management (CPIM)

APICS Certified Supply Chain Professional (CSCP) Spring 2012

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate