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Customer Service Support

Wilmington, Delaware, United States
February 03, 2018

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Errol J. Moore

***B South Rodney Street Wilmington, DE 19805 (c) 302-***-****

Objective To obtain a challenging position within an organization, where I will get a chance to utilize my skills and my experience.

Employment History

Amtrak, Washington, D.C. October 2016-present Baggageman-Lost and Found Clerk- Handle Mail, baggage and express, and company material. Be proficient to receive, deliver, and forward baggage including lost/found and parcel checked. Be responsible for proper documentation of collections/deposits of revenue receive during tour of duty. Have knowledge of trains, schedules, & connections pertaining to the MB&E operation. Have knowledge of Union Station, including MB&E work area. Operate gas, electrical, battery equipment and elevators. Rate, bill, collect, receive, and deliver Amtrak express shipments. Sign for all RRB material received and delivered on tour. Conform to NRPC rules of conduct, and prescribed dress code.

Amtrak, Philadelphia, PA October 2015-October 2016

Reservation Sales Agent- Provide effective customer service by communicating information to customers regarding schedules, rates, routings, connections and destinations. Possess the ability to use a computer to access information to answer customer inquiries. Have a thorough knowledge of geography, fares and tariffs, routings to offline points and office rules and procedures. RailRes trained and fully qualified to handle all RailResinteractions. Reservation The ability to handle telephone calls in a professional manner consistent with the established procedures and standards of service. Performassignment duties in a manner conforming to Amtrak’s Standards of Excellence

Accenture, Wilmington DE July 2013-March 2015

Service Support Representative- Provide Level 2 support to the DuPont Outsourcing unit and alliance partners, in support of the many applications the unit is responsible for.

Provide PQR management from an end-to-end perspective. This involves communicating and soliciting interaction between clients, project teams, technical teams, and other Level 1 & 2 support groups.

Provide after-hours support and weekend support when necessary on a rotational basis to address business critical issues. Facilitates Root Cause Analysis Corrective Action (RCCA) sessions for all Category 1 & 2 PQRs and informal RCCAs. Schedules and conducts pre-RCCA meetings with all required technical resources. Manages meeting invitations for RCCA review with business representatives, ensuring all necessary participants are invited. Following discussion, ensures meeting minutes are entered in the AOT database.

Provide Tier 3 support for a defined set of applications, as applicable

Sallie Mae, Newark, DE May 2012-June 2013

Servicing Specialist I - Provides accurate, clear, and concise responses to incoming student loan customer calls, with a focus on providing world class customer satisfaction. Performed processing functions necessary to facilitate first call resolution. Displayed a strong working knowledge of multiple loan programs and the many products offered with those programs. This included understanding the complex rules and regulations pertaining to student loan servicing. Counseled customers on the various repayment options and Benefit Programs available to them throughout the life cycle of the loan.

The House of Wright Mortuary and Cremation Services, Inc., Wilmington, DE June 2010-present Male Funeral Attendant - Assist with transfer of deceased persons from hospitals, residences, hospice facility and the DE State Medical Examiner Office to Mortuary. Assist with daily operations of Mortuary, which include the collection of death certificates and maintenance of facility. Provide effective communication with family members of deceased, and provide grief support. Maintain inventory of supplies. Set up and break down of equipment used to carry out services. Interact with internal and external customers maintaining confidentiality.

Pfizer Pharmaceuticals/Computer Aid, Inc., Frazer, PA Dec 2009-Apr 2010 Help Desk Analyst II - Monitored, diagnosed and resolved issues with hardware, software, network connectivity, operating systems, and internal proprietary application using the Remedy Call Management system. Administered and supported mission-critical Microsoft platforms and applications. Tracked and addressed trended issues, and planned long-term resolution strategies for chronic problems. Trained and mentored new hires and junior staff members.

Comcast Cable Communications, Inc., New Castle, DE Nov 2004-Jan 2009 Retention Customer Service Executive-Served and retained customers by providing product and service information; resolving product and service problems. Retained cable television, high-speed Internet and telephone customers by answering product and service questions; suggesting information about other products and services.

Tier II Online Customer Account Executive- Trouble shot PC/CHSI/E-mail/modem problems with customers and staff. Maintained accurate call tracking in a Remedy ticketing system. Achieved overall performance goals of the organization including: Resolve rate, first call resolution, Tier III transfer rate, and all other performance objectives in the call center. Attended training as required and performed other related duties as assigned.

Accenture, Wilmington, DE Apr 2003-Apr 2004

Tier II Accounts Payable Helpdesk Analyst- Monitored, processed and applied purchase order invoices, electronic payments and handled manual check requests for specific departments or for the entire company. Also responsible for following up and resolving discrepancies related to invoice processing. Prepared and printed checks, recorded all checks received, printing and distributing monthly financial reports. In addition, posed payments to vendors or clients' accounts and prepared bank deposits, along with processing wire and Automatic Clearing House (ACH) transactions. Genesis Health Ventures, Kennett Square, Pa Oct 1998-Feb 2002

Systems Support Analyst IT Division-Collected and created trouble tickets for call center customer issues. Provided Tier1 phone and in-house support to analyze issues resolve or escalate, and track trouble tickets to completion.

• Closed an average of twelve to fifteen tickets daily taking minimal resolve time in an efficient manner.

• Received requests via telephone, voicemail, or e-mail, from the Genesis community and/or clients for technical assistance.

• Updated user accounts, processed new user registrations, adjusted user certifier and/or name when clients' status changed

• Supported Windows Users and Exchange Users.

• Configured and troubleshot PDA's and Blackberry connectivity issues.

• Setup Microsoft NetMeeting for online video conferences as requested by users.

• Supported more than 1,000 users in a fast-paced environment.

• Utilized Remedy Tracking system.

• Performed workstation imaging, management, and distribution via LANDesk.


Widener University, Wilmington, DE 1992-1996

Major: Management of Computer Information Systems

Jones/NCTI Certificate of Graduation

Excellence in Customer Service - Honor Graduate 2005 High Speed Data Customer Service 2006

Advanced High Speed Data Customer Service 2007


United States Army

Specialist E-4/71L-Adminstrative Specialist

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