Sonya R Moyd-Cooper

** ******* ****, *******, ** 29510

843-***-**** adp16y@r.postjobfree.com

Ability Summary

Customer Service Professional with over 20 years of experience solving problems, troubleshooting issues and coming up with solutions in a timely manner. I enjoy working in team settings, I have the ability to communicate effectively, meet deadlines and sales goals, resolve customer issues effectively.

Employment History

Tier 1 Technical Advisor Apple Care Andrews, SC 7/2019 - Present

Performs technical-support for Apple customers and partners. Provides prompt, reliable, and accurate information to customers while maintaining effective communications during conversations by adjusting to the pace and technical level of the customer.

Responsible for ensuring call resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction.

Customer Service Specialist Sykes Kingstree, SC 4/2018 – 7/2019

Answer inbound customer/client requests or inquiries concerning services, products, billing, equipment, claims, and report problem areas; responsible for improving customer retention through programs and exemplary service provided to the customer.

Utilizes mechanized systems to initiate and complete service orders and handle customer requests; continually maintain working knowledge of all client products, services and promotions.

Provide assistance to customers by receiving payments, issuing credits, making bill adjustments, reversing or canceling payments, adding and closing accounts; selling products to include phones, tablets, watches, insurance, and equipment; and meeting sales goals and quotas.

Administrative Assistant Work Study Assistant Kingstree, SC 3/2016 – 12/2017

Reinforced lessons presented by teachers by reviewing material with students one-on-one or in small groups. Enforced school and class rules to help teach students proper behavior. Helped teachers with recordkeeping, such as tracking attendance and calculating grades. Helped teachers prepare for lessons by getting materials ready or setting up equipment, such as computers. Supervised students in class, between classes, during lunch and recess, and on field trips.

Tax Preparer Liberty Tax Agency Georgetown, SC 11/2006 – 3/2015

Prepared customer taxes. Worked with tax documents: W2's, 1099, S.S. Benefits, Military, and 401K. Greeted customers and answered phones. Set appointments; performed bookkeeping, distributed federal and state refund checks to customers. Accepted cash or credit card payments, retained current tax laws for fiscal year. Processed customer tax information confidential. Made inquiries to IRS on customer behalf. Maintained great rapport with staff, customers, and clients.

Account Initiation Specialist Plaza Group Rochester, NY 10/2001 – 3/2002

Responsible for setting up new Choice One customers with phone service. Customized calling features and facilities in 16 markets. Co-ordination between sales reps in the field to ensure accuracy of customer orders. Ensured timely initiation of customer accounts to facilitate service implementation. Coordinated with client services to move, add or change customer service or features. Ensured the highest level of efficacy in adhering to customer request. Performed efficiency and accuracy in constructing and initiating customer accounts.

Client Services Coordinator Xerox Corporation Charlotte, NC 1/1999 – 10/2001

Responsible for database management, meter reading and collections. Provided all levels of administrative support to the client as it relates to the management of their fleet assets Attended staff/ client meetings, Was an administrative focal point for the account. Billed customers. Utilized Excel and Access to create invoices and spreadsheets. Met with customer regarding outstanding balance on the account. Prepared collections notices. Received payment.

Relocation Specialist (call Center) Xerox Corporation, Rochester, NY. Trained and mentored new employees. Relocated customer’s equipment from city to city and state to state. Mastered inbound and outbound call to ensure eligibility for the customers move. Responsible for resolving and closing all issues concerning lost or damaged equipment. Sent out proposals for the cost of move and any other service that was needed concerning the move. Billed customer per the cost of move.

Metered Supplies Specialist (Call Center). Supported customer (internal and external), Answered customer questions. Solved problems. Updated customer information. Responsible for resolving and closing all returned supplies. Coordinated special projects between sales rep and customers.

Academic Services Work Study Monroe Community College Rochester, NY 9/1995 – 12/1997

Performed duties requiring knowledge of office systems and procedures. Clerical duties were assigned in accordance with the office procedures of individual establishments and included a combination of answering telephones, bookkeeping, typing and word processing, stenography, office machine operation, and filing.

Education & Training

Howard Adult Learning Center Georgetown, SC Vocational School Certificate Medical Terminology

Xerox University Leesburg, VA Vocational School Certificate

Monroe Community College Rochester, NY Associate's Degree Liberal Arts And Sciences

Williamsburg Technical College Kingstree, SC 2 Years of College or a Technical or Vocational School Degree in Education

Occupational Licenses & Certificates

Workkeys Silver National Career Readiness Certificate 6/ 2017

Community Involvement

Georgetown County Career Connections Member 3/2018

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