Customer Service Management

Andrea Moore

Houston, TX ***.******@*****.*** 281-***-****

PROFESSIONAL SUMMARY

Accurate and detail-oriented individual with excellent communication skills. Able to follow precise

instructions, consistently produce high quality work- on time and within deadlines. Proven ability to

prioritize and complete multiple tasks. Maintains composure under pressure and able to work

autonomously with little supervision.

SKILLS

Administration, Customer Service, Computer Knowledge, Microsoft Office, Multi-phone line, Filing,

American Sign Language, Project Management, Windows Mobile Certified, Remedy Ticketing

System, MAS 90

PROFESSIONAL EXPERIENCE

Administrative Specialist September 2014 to Present

TalkingHands - Houston, TX

• Create and maintain client databases.

• Maintain schedule and event calendar for the owner.

• Develop online marketing strategies to increase business revenue.

• Superb customer service skills, ethical behavior and professional judgment.

Client Service Coordinator May 2012 to June 2014

Dustless Air Filter Company - Houston, TX

• Maintain delivery timetables and ensure all deadlines are met.

• Provide an updated copy of the Inventory Status Report to each member of the

management staff on a weekly basis.

• Collaborate effectively with the warehouse team to ensure specialty items will be

ready at the time of pick up.

• Streamlined the product delivery process by creating an interactive schedule which

led to 30% more on time deliveries and higher customer satisfaction ratings.

Training and Development Specialist April 2011 to April 2012

Women’s Business Center/WBEA - Houston, TX

• Developed curriculum and training materials to include on-line resources.

• Facilitated workshops and seminars in a manner that promoted learning and skill

acquisition.

• Participated in the development of the department’s strategic plan and annual

budget. Worked cooperatively with staff to achieve goals and strategies outlined in

the plan

• Created marketing flyers for upcoming events, increasing attendance by over 25%

Office Manager May 2005 to April 2011

Women’s Business Enterprise Alliance - Houston, TX

• Scheduled meetings, conference calls, and special events for the Director.

• Created operating procedures that increased workflow and lowered expenditures

by over 10%.

• Handled travel arrangements for the Director.

• Greeted all company visitors and maintained office appearance.

• Supervised new hire orientation.

Technical Support Team Lead May 1999 to March 2005

Verizon Wireless - Houston, TX

• Managed team of 12-15 representatives in call center environment.

• Resolved escalated customer complaints, diagnosed technical issues with

troubleshooting hardware, software, or other network and system elements.

• Coached representatives who were not passing quality assurance and was able to

exceed goals for first call resolution as a team.

• Conducted weekly management and team meetings.

EDUCATION

Western Governors University

B.S. Business Management-Current

Lone Star College - Cypress, TX

Interpreter Training Technology AAS-Graduate 2014

Northwest Educational Center - Houston, TX

Certificate in Business Administration

Eisenhower High School - Houston, TX

High School Diploma

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