Customer Service Specialist
Resume:
LAURETTA
MOORE
L
M Dallas, TX *****,
***********@*****.***
PROFESSIONAL SUMMARY
Dedicated Customer Service Specialist with 17+ years of experience, and skilled at completing daily assignments and contributing to team success. Tactful and respectful professional possessing consistent reputation of product prestige and excellent customer service and a dependable employee seeking opportunity to expand skills and contribute to company success. Considered hardworking, ethical and detail-oriented. Always willing to take on any task and adapts quickly to new needs and policies.
SKILLS
• Effective Customer Service • Customer Retention • Telephone Etiquette
• Account Updating • Call Management • Critical Thinking
• Active Listening • Computer Proficiency • Conflict Resolution
• CRM Software • Calm Demeanor • Positive and Professional EXPERIENCE
Customer Service Specialist September 2023 - Current NTTA IRVING, TX
• Answered customer questions about policies and procedures with friendly and knowledgeable approach.
• Investigated and resolved customer concerns related to order inquiries and delivery tracking.
• Maximized satisfaction by anticipating needs and consistently offering expert support.
• Assisted callers with navigating corporate website and self-service options.
• Documented, researched and resolved customer service issues.
• Managed customer calls efficiently in fast-paced call center environment.
• Delivered fast and friendly service to handle questions and service complaints. Assistant Director January 2017 - September 2023
Katie's Little Angels Dallas, TX
• Created and updated physical records and digital files to maintain current, accurate and compliant. Planned and monitored curriculum and program activities and liaised with teachers to create fun and engaging learning experiences.
•
• Engaged with parents and families to build positive relationships for children to thrive.
• Operated under licensing guidelines to protect health, safety and well-being of children.
• Managed program paperwork and child records to comply with state requirements.
• Attended approved training and continuing education courses to maintain certifications.
• Furnished facility with supplies, equipment, food and materials to foster social and cognitive development.
• Monitored and observed child progress, interactions and behavior and reported findings to parents.
• Supervised childcare workers and oversaw facility to meet state requirements for education and training.
• Identified costs involved for supplies and food to keep in line with departmental budget.
• Close book-keeping and date entry for qualified childcare assistance families Customer Support Specialist June 1999 - December 2016 Citi Financial Group Irving, TX
• Provided primary customer support to internal and external customers.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction. Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
•
• Maintained accurate and current customer account data with manual forms processing and digital information updates. Maintained 100% success rate on first-call resolutions, escalating complex concerns to supervisors or field personnel to achieve necessary support.
•
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Collected customer feedback and made process changes to exceed customer satisfaction goals. Third Keyholder March 1998 - February 1999
EZ Pawn Dallas, TX
• Completed store opening and closing procedures.
• Counted out cash drawers and balanced totals.
• Improved customer service by projecting friendly and knowledgeable attitude.
• Trained and mentored new employees.
• Processed cash, credit, debit and check payments.
• Accepted and processed customer returns.
Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
•
• Trained team members in successful strategies to meet operational and sales targets.
• Monitored security areas during busy periods.
• Strengthened merchandising and promotional strategies to drive customer engagement and boost sales. EDUCATION
High School Diploma
L.G Pinkston High School, Dallas, TX
LICENSE
All Lines Adjusters License
Contact this candidate