Customer Service Representative
Resume:
Tania L. Moss
Williamsburg VA 23188
**.****@*****.***
Summary
Detail-oriented professional with more than fifteen years of office, management, and customer service experience, utilized on several occasions to motivate and train others to be as successful.
Work History
Capital Group, July 2016-present
Senior Shareholder Services Representative, Sept 2017-present
Shareholder Services Representative, July 2016- Sept 2017
Responsibilities
Provide expert customer service/support for shareholders, and financial dealerships by use and knowledge of several different applications needed for day-to-day job tasks, resulting in above average marks for achievement of expectations per the company’s guidelines
Chosen to test new software products and provide feedback and suggestions on improvements and provide hands-on support ensuing 100% site-wide integration of the product
APAC/EGS Customer Service, July 2003-July 2016
UPR Team Leader, Sept 2015 – July 2016
International Team Coach (chat group), March 2014- Sept 2015
CSTA Team Coach, Feb 2011-March 2014
CCU Team Leader, July 2007-Feb 2011
Customer Service Team Leader, October 2006-July 2007
Temporary Advisor, October 2005-October 2006
Customer Service/CCU Representative, July 2003-October 2006
Responsibilities
Achieved above client’s set goals monthly, by coaching and developing associates and Team Coaches through weekly evaluations, call monitoring and form audits and setting new goals and expectations, when needed
Hold associates accountable for any policy transgression by administering corrective actions to document policy/procedural occurrences.
Deliver expert customer service/support for high-volume call center and provide resolutions and follow up for any escalated concerns, assuring high quality markings in evaluations
Education
Computer Support Specialist, Tidewater Tech – 2001
High School Diploma, Omaha High School - 1994
Computer Skills
Operating Systems; Windows
Software Applications; Microsoft Office: Word, Excel, Outlook and Power Point.
WPM Typing Speed; 40WPM
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