Customer Service

Travis Mosley

*************@***.*** / 213-***-****

Objective:

I plan to build a long-term career dedicated to assisting people solve their complexed everyday problems. I’ve gained an abundance of knowledge and skills over the past 15 years. This includes call center software technologies, customer verification procedures, and amazing overall ways of providing customer satisfaction. I’m looking for an opportunity where I can use my talents to assist with the growth and success of my operation.

Skills/Abilities:

Proficient with Salesforce & Zendesk CRM

Expert with MS Word, Outlook & Excel

High-Level Customer Service Focus

Will to improve w/ constructive criticism

Concise communication; verbal & written

Utilization of critical thinking to resolve issues

Patient; active at listening and showing empathy

Experience:

American Financial Network – Loan Officer

Los Angeles, CA

07/2021 – Present

* Engaging in meaningful conversation with consumers to understand their financial needs and goals; developing presentations to inform and educate borrowers on the company's various services.

* Analyzing creditworthiness and financial probability of the consumer’s ability to repay by evaluating their financial documents and credit report

*Ensuring that sufficient customer information is collected to develop an understanding of normal and expected activity based on the customer occupation or business operations for high-risk customers, falling in line with all AML & KYC regulations

FedEx Office – Lead Store Consultant

Los Angeles, CA / USC Village

07/2019 – 07/2021

* Oversaw consultation and completion of production for various departments within University of Southern California, Kaiser Permanente, and other businesses located within USC Village

* Led up to 6 team members in a fast-paced college dormitory location; delegating responsibilities amongst the team such as assisting patrons with production & shipping needs, restocking retail & store-use items, and maintaining a clean & safe environment

* Organized parcel retrieval system for resident students/staff; separating package and mail pieces in alphabetical order & using package room management system Notifii to track input and output of all parcels, while also notifying residents of parcel arrival

Bank Of America – Fraud Analyst II

Pasadena, CA

04/2018 – 01/2019

* 30+ inbound calls daily assisting customers with disputes regarding unauthorized credit card charges

* Guided customers through the required dispute report, went over listed purchases to decipher unauthorized charges, and gained information to assist our back-office team with the investigation

* Acted in accordance with a diligent customer verification process before providing access to any bank customer information, sometimes using 3rd party verification system LexisNexis

Club W – Customer Retention Lead

Playa Vista, CA

07/2016 – 04/2018

* 55+ calls & 70+ emails daily persuading members to continue current memberships, resolving issues with orders, and suggesting wines that meet customer needs

* Educated 30+ team members on customer service and retention procedures, Salesforce/Zendesk CRM operations, customer facing app/website ordering processes, and product knowledge

* Managed NPS, and contacted subscribers that provided low ratings to understand how we could make things better before any cancellation attempt

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