Customer Service Office Assistant

ESTHER R. MOORE

**** ***** **** **** ****/Cell: 214-***-****

Dallas, TX 75232 ********************@*****.***

United States Citizen: Yes

OBJECTIVE

Seeking a position to utilize customer-service, administrative and management skills. Welcome the opportunity apply verbal and written communication skills. Highly analytical, innovative, and organized with a history of expertly managing multiple projects and deliver exceptional support to disaster survivors and staff. Strong problem solving and time management skills.

PROFESSIONAL & COMMUNITY AFFILIATIONS

Girlfriends Ignite (Nonprofit Organization)

Oak Cliff Bible Fellowship: 2010 -2014, Served as Coach/Facilitator

Greater Harvest Church: 1999 -2006, Served as President/Leader/Facilitator

Toastmasters International: 1996 – 2007, Served as President & Vice-President

FEMA for Kids, 2009

PROFESSIONAL EXPERIENCE

02/2009 to 04/2021 (Reservist – Intermittent)

Administrative Specialist/Customer Service

Federal Emergency Management Agency (FEMA)

Monitored and tracked data to prepare reports for management.

Answered survivor calls by responding to a variety of questions. Suggested pertinent information regarding housing and other services. Prepared correspondences and fulfill customer need.

Resolved service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Maintained records of customer interactions, process customer accounts and file documents

Followed communication procedures, guidelines and policies

Greeted customers warmly and ascertain problem or reason for calling

Ensured excellent service standards and maintain high customer satisfaction.

Utilized Microsoft Outlook daily to communicate with applicants, and co-workers.

Interviewed disaster survivors affected by disasters with pertinent information.

Analyzed and gathered information to create reports for upper management.

Entered information in database, organized and coordinated meetings, and conferences.

05/2006 to 1/2009 (Reservist – Intermittent)

Hazard Mitigation Administrative Assistance

Federal Emergency Management Agency (FEMA)

Performed mailroom functions, included sorting, filing, packaging and shipments.

Analyzed and gathered information to create reports for upper management.

ESTHER R. MOORE …

Organized and maintained files in accordance with policies, regulations and procedures Monitored Courier Service for the pickup and delivery of mail and copy jobs, on campus and offsite.

Assisted Copy Center and performed all functions.

Entered information into the database, organized and coordinated meetings, and conferences.

10/2006 – 04/2008

Office Assistant

Texas Utility; Grand Prairie, TX

Handled typing outgoing correspondence using Microsoft, Excel and Microsoft Outlook.

Performed administrative support for all staff within the department.

Identified customer needs and works to meet those needs using appropriate customer service skills

1/2003 - 4/2004

Insurance Verifier Specialist

Identified customer needs and works to meet those needs using appropriate customer service skills

Resolved service problems by clarifying the customer's complaint; determined cause problems; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

09/1996 - 04/1998

Administrative Assistant (Human Resource/Training)

Federal Deposit Insurance Corporation; Dallas, TX (FDIC)

Described employee procedures/regulations; reviewed documents for proper grammar usage.

Established/maintained alpha and numeric filing system; managed customer calls and resolved all issues.

Supported and recommended positive suggestions for employee as well as management.

Entered information in database, organized and coordinated meetings, and conferences.

EDUCATION:

Bachelors in Applied and Science (BAAS)

Dallas Baptist University; Dallas, TX

SKILLS:

FEMA HM, Type 55 wpm, proficient using Microsoft Word, Excel, data entry, data tracking, and Lotus Notes. Certified Emergency Response Team member for local disaster relief, I am a team-player, fast learner when introduced to new task, a people’s person and have excellent written and verbal communication skills.

PROFESSIONAL REFERENCES

Available per request

Contact this candidate