Customer Service Representative

KAWANDA MOORE

Dallas, TX ***** 214-***-**** ************@*****.***

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service- oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Order and Refund Processing

Issue and Complaint Resolution

POS Systems and Ordering Platforms

Responding to Difficult Customers

Understanding Customer Needs

Efficient and Detail-Oriented

Data Entry and Maintenance

Calm and Professional Under Pressure

Call Documentation

Building Customer Trust and Loyalty

Electronic Information Systems

Credit Card Payment Processing

Correcting Discrepancies

Merchandise Orders and Exchanges

Critical Thinking

Team-Oriented and Cooperative

Establishing and Maintaining Customer

Relationships

Call Volume and Quality Metrics

Excellent Attention to Detail

Computer Proficiency

Policy and Procedure Adherence

Query Escalation

Proactive Self-Starter

Online Chat

Inbound and Outbound Calling

Directing Calls

Complaint Response

Customer Engagement Specialist, 10/2022 - Current

Ocatane – Irving, TX

Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.

Discussed financial options with clients and provided informed suggestions. Responded to customer questions and concerns or escalated to supervisor for resolution. Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.

Customer Service Dispatcher, 06/2022 - Current

National Monitoring Center – Irving, TX

PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

Receive incoming telephone and alarm system calls regarding emergency and non-emergency situations and dispatch appropriate police, fire and ambulatory services to premises.. Answer calls from automatic routing system and take basic information from callers. Relay latest information to first responders by telephone calls Enhance productivity by guaranteeing timely emergency response with no service delivery issues. Carry out day-day-day duties accurately and efficiently. Worked flexible hours; night, weekend, and holiday shifts. Maintained energy and enthusiasm in fast-paced environment Customer Service Executive, 11/2017 - 09/2022

Spectrum – Irving, TX

Took payment information and other pertinent information such as addresses and phone numbers to place orders.

Received payment information from customers and implemented it carefully into system to alleviate errors

Provided company information and policies to customers upon inquiry and answered questions Resolved customer billing errors by researching issues in system, asking open-ended questions and determining root causes of problems.

Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.. Helped large volume of customers every day with positive attitude and focus on customer satisfaction. Informed customers about special promotions and provided detailed information for various products. Offered advice and assistance to customers, paying attention to special needs or wants. Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

Achieved high satisfaction rating through proactive one-call resolutions of customer issues. Customer Service Associate, 10/2016 - 03/2017

PFSweb – Dallas, TX

Answered live online chats to give quick answers and solve problems faster. Helped customers navigate website to order clothing and shoes online for added convenience and access to larger inventory.

Assisted clients with product questions to facilitate online ordering process. Investigated and resolved customer inquiries and complaints quickly. Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.

Recommended products to customers, thoroughly explaining details.. Educated customers about billing, payment processing and support policies and procedures. Used consultative sales approach to understand customer needs and recommend relevant offerings. Customer Service Assistant, 01/2016 - 05/2016

Securus Technologies – Carrollton, TX

Managed incoming calls each day with utmost professionalism and knowledgeable service. Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. Responded proactively and positively to rapid change. Described product highlights and benefits to help guide purchasing decisions. Delivered prompt service to prioritize customer needs. GED

W.W.Samuell - Dallas, TX

EDUCATION

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