Customer Service Call Center
Resume:
Alicia Moore
Everman, TX *****
***********@*******.***
Professional Summary
My objective is to grow and obtain knowledge while advancing in the corporate world. I am a hard, loyal, and dependable worker whose leadership ability compliment and empower others around me. I have a strong background in customer service and management as well as money management. I am willing and open to learn new material and skills needed to be effective in any field of employment. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Universal advisor case manager
General motors Cadillac-Remote
February 2024 to Present
I work as a case manager assisting with customer concerns and complaints advising and facilitating the repair, repurchase, and complaints in relation to General Motors customers and GM dealerships. I work from home in a call center type of setting assisting customers with great customer service and a mastery of communication skills via phones, website messenger, and email. The function of the position includes case management, scheduling appointments, investigation of complaints, communication with field reps, escalating and collaboration with leadership, deescalating and advising customers, and problem solving/ troubleshooting.
Team Leader/Leadership team
Solis Mammography-Fort Worth, TX
April 2022 to September 2023
My function in leadership included coaching and developing call center agents via face to face meeting over metrics and Quality scores. I worked essentially as a Help desk specialist for call center agents, assisting with giving our patients the best customer service experience while scheduling mammogram appointments. I deescalated and problem solved issues daily as well as assist the Work force department with attendance, wallboard review, and troubleshooting possible issues with contact information for outbound calls. My job included a partnership with the supervisor and center directors while communicating potential issues and complaints from our patients and agents. Mental Health Technician
MHMR of Tarrant County-Fort Worth, TX
November 2021 to February 2022
The function of my job included working hands on in a mental health clinic, checking in and checking out patients. This included various office tasks including but not limited to scheduling, filing, answering phones, greeting patients, and insurance verifications while providing customer service in a clinic setting Customer Service Representative
State Farm-Richardson, TX
April 2021 to November 2021
I worked as a customer service representative assisting agents with writing life insurance policies. I worked as a problem solver on the virtual help desk via phone lines and internet. Team Leader/Manager
Southeastrans Inc-Chattanooga, TN
July 2017 to September 2020
I promoted to team leader/manager around a years time. I problem solved customer issues as well as developed call center agents and assist with implementing policy and procedures. I had 25-30 direct reports in which I coached and insured my agents are successful in a call center setting for a transportation company contracted by the US government for medicaid and medicare members. Customer Service Representative
Southeastrans Inc-Chattanooga, TN
May 2017 to July 2018
My job function included providing excellent customer service while scheduling medical appointments for Medicaid and Medicare insured members in a call center setting. Job Coach
Orange Grove Centers-Chattanooga, TN
February 2011 to May 2017
My daily objective was to seek employment for special needs individuals in the community and them train them to do the job as well as training them to use the employment skills taught before working to be a productive member of the community. I then fade out as they take on the job without a coach and check on them monthly to resolve any concerns and issues with their work performance. Description: I act as a liaison between the employer and employee while both are getting to know one another and training my individual to work in the community without assistance on their own. Skills: Management, Counting, Problem Solving, Money management, Time management,, training, and Conflict Resolution, Job skills
Customer Sales Rep
TENNESSEE TITLE LOANS-Chattanooga, TN
November 2015 to May 2016
My job was to maintain a professional and welcoming environment while providing great customer service and displaying great listening skills. I helped people acquire loans using over the phone and in person sales skills. I also worked the collections side of it all by encouraging people to continue paying their debts.
Description: As a Customer Service Rep its important to practice great listening skills and have knowledge about what you are talking about and if not give effort in resolving the situation Skills: listening skills, Counting, Problem Solving, Money management, Time management, and Conflict Resolution
House Manger
Orange Grove Centers-Chattanooga, TN
February 2011 to May 2016
My daily objective was to manage and coordinate daily life for individuals with special needs. Including but not limited to balancing budgets and books, grocery shopping as well as personal shopping, attending all appointments for them medical and otherwise, meetings, teaching and improving the quality of people in my care, as well as managing other employees and scheduling staff hours regularly and trained staff in my work place, also completing payroll promptly and accurately. Description: As a manager its very important to be fair and lead by example. I train staff regularly and have maintained a schedule as well as being on call 24/7. Skills: Management, Counting, Problem Solving, Money management, Time management, Scheduling, Staff training, and Conflict Resolution
Direct Support Person
Prolex Medical
May 2010 to February 2011
My job was to improve the quality of life for special needs individuals and assist them with daily needs Description: As a Direct support person I supported my clients as they learned basic skills needed to live regular lives
Skills: Management, Counting, Problem Solving, Money management, Time management, Scheduling, Staff training, and Conflict Resolution
Corrections Officer
Corrections Corporation
February 2005 to 2010
My daily objective was to manage and coordinate daily life and activities at a correction facility for over eight hundred
Description: As an officer I counsel and guide inmates in their daily struggles of adjusting to authority and life in a controlled environment. I problem solve and create affective ways to rehabilitate. Skills: Management, Counting, Problem Solving, and Conflict Resolution Education
Year in college
New Iberia Senior High-New Iberia, LA
2002
Dillard University-New Orleans, LA
Skills
• Management
• Cash Handling
• Public notary (3 years)
• Help desk (4 years)
• Training (3 years)
• Call Center (7 years)
• Customer Support (7 years)
• Customer Care (7 years)
• Medical Scheduling (3 years)
• Conflict Management (10+ years)
• Customer Service (7 years)
• CSR (7 years)
• Special Education (7 years)
• Special Needs
Awards
Outstanding Customer Care in Management
June 2019
Quarterly award giving for outstanding management
Customer rep AHT superstar
April 2018
Quality customer service representative with a average call handle time of 3mintues and 30 seconds. Customer rep Superstar
February 2018
I was interviewed and pictured for the company news letter Certifications and Licenses
CPR Certification
First Aid Certification
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