Exceptional Customer Service Professional with Insurance & Tax Support

Mosha Whitfield

**************@*****.*** 832-***-**** Humble, TX https://www.linkedin.com/in/nicole-w-698912139 SUMMARY Customer service professional with 11 years of experience in roles enhancing customer satisfaction and service quality. Proven expertise in outbound calling, problem-solving, and effective communication, with a strong background in addressing customer inquiries and resolving issues efficiently. Seeking a Customer Service role to leverage skills in customer relations and support in a fast-paced environment. WORK EXPERIENCE Intuit TurboTax Remote, TX

Tier 1 Representative Seasonal Sep 2025 - Oct 2025

• Assisted clients with tax-related inquiries and resolved issues efficiently, enhancing customer satisfaction through a seamless user experience.

• Identified and escalated complex technical issues to higher-tier support teams, ensuring timely resolution and maintaining service quality.

• Documented customer interactions and collaborated with team members to improve support processes and service delivery.

USAA Remote

Licensed Insurance Agent Feb 2025 - Sep 2025

• Assisted members by addressing inquiries related to coverage details, policy changes, effective dates, and eligibility.

• Processed policy updates, including address changes, beneficiary updates, endorsements, and coverage adjustments, ensuring accuracy and compliance.

• Provided guidance on insurance products, including auto, property, and renters insurance, tailored to individual member needs.

Ttec Remote

Customer Service Representative Sep 2024 - Jan 2025

• Addressed member inquiries regarding benefits, eligibility, coverage levels, and enrollment status, enhancing overall member understanding.

• Clarified health plan details, including copays, deductibles, referrals, and out-of-pocket expenses, resulting in improved comprehension for members.

• Assisted members in navigating plan options and accessing care, including guidance on selecting providers and using online portals.

Outlier Humble, TX

Content Writer/Reviewer/Auditor Apr 2024 - Jul 2024

• Identified and corrected errors, inconsistencies, and policy violations in submitted content, ensuring adherence to quality and safety standards.

• Collaborated with QA leads to update and implement task rules, while providing constructive feedback to contributors to improve performance and content quality.

• Conducted comprehensive research and fact-checking to produce clear, user-friendly content, simplifying complex concepts into accessible formats. Helplama Remote

Call Center Representative Feb 2020 - May 2024

• Resolved client concerns, achieving high levels of customer satisfaction and enhancing overall service quality.

• Managed incoming calls and provided accurate information to ensure seamless communication and support.

• Directed queries to appropriate departments, maintaining operational efficiency in a fast-paced environment.

Nicole's Cleaning Houston, TX

Self Employed Apr 2019 - May 2024

• Provided high-quality cleaning services to residential and commercial properties, ensuring superior sanitation and organization standards.

• Developed and implemented customized cleaning strategies to improve efficiency and effectiveness in diverse environments.

• Cultivated strong client relationships through reliable and personalized service, consistently fulfilling specific client needs.

Austin's Pizza Austin, TX

Cook/Cashier Oct 2019 - Nov 2019

• Prepared meals following strict recipes and health standards, ensuring both quality and customer satisfaction.

• Streamlined kitchen operations to reduce preparation times and improve teamwork, enhancing overall efficiency.

Jersey Mike's Subs Austin, TX

Cook and Cashier Sep 2019 - Oct 2019

• Prepared and served food while maintaining strict adherence to safety protocols, contributing to a strong health inspection record.

• Managed cash transactions efficiently, ensuring accurate order fulfillment and reducing customer wait times.

Whataburger Amarillo, TX

Whataburger Team Member Sep 2018 - Feb 2019

• Processed customer orders with precision and efficiency, contributing to a seamless dining experience and high customer satisfaction.

• Communicated menu details and promotions effectively, assisting customers in making informed dining choices and addressing concerns with a positive, solutions-oriented approach.

Kirkland Court Health and Rehab Austin, TX

Housekeeping Jun 2018 - Feb 2019

• Maintained high standards of cleanliness in patient rooms and communal areas, enhancing both patient satisfaction and facility hygiene.

• Implemented eco-friendly cleaning methods, successfully reducing the use of harsh chemicals and promoting sustainability efforts.

Cleaning in Style Houston, TX

Housekeeper Sep 2017 - Oct 2017

• Improved cleaning processes to enhance efficiency and maintain quality, contributing to better operational performance.

• Received commendations for attention to detail and punctuality, aiding in increased client retention.

Anderson Pollution Control Inc Houston, TX

Assistant Sep 2017 - Sep 2017

• Restored hurricane-damaged documents, ensuring data preservation to aid organizational recovery and continuity.

• Developed and implemented restoration strategies to maintain data integrity and support business operations.

Crystal Clean Houston, TX

Cleaner (Part-Time) Jul 2017 - Sep 2017

• Maintained superior cleanliness across various environments, consistently achieving high levels of client satisfaction and retention.

• Enhanced cleaning procedures for increased efficiency, resulting in positive client feedback and adherence to quality standards.

Pizza Hut Houston, TX

Cashier/Cook Apr 2016 - Jul 2017

• Processed customer transactions and prepared menu items, ensuring high service standards to elevate customer satisfaction.

• Enhanced order-processing workflows, leading to increased operational efficiency. Self Employed

Babysitter Apr 2015 - Jan 2016

• Maintained a secure and nurturing environment by establishing consistent schedules and engaging children in activities that supported their well-being.

• Promoted developmental growth by preparing nutritious meals and coordinating educational play sessions.

Food Town Grocery Stores Houston, TX

Stocker/Sales Associate May 2013 - Nov 2014

• Streamlined shelf stocking procedures, enhancing product accessibility and boosting sales.

• Developed and implemented a new inventory management system, significantly reducing restocking time.

EDUCATION Austin Community College

College Degree, Business

Austin, TX

May 2021

Amarillo High School

High School Diploma, General Education

Amarillo, TX

May 2019

CERTIFICATIONS Real Estate certification Jul 2021

Personal Lines License February 2025 to April

2026

SKILLS Video Editing • Childcare • Cross-Functional Collaboration • Commercial Cleaning • Creative Writing • Data Entry • Critical Thinking • Team Member • Logical Thinking • Ability to Adapt • Community Engagement • Food Service • Laundry • Content Writer

• Phone Etiquette • Active Listening • Research • Team Leadership • Food Prep • Heavy Lifting • Babysitting • Social Media Management • Project Management • Audience Engagement • Narrative Development • Retail Sales • Cashier • Communication Skills

• UI/UX Design • Programming • Customer Relations • Effective Communication • Problem Solving • Quick Decision Making • Adaptability • Customer Satisfaction • Content Optimization • Administrative Support • Business Development • Digital Strategy • Email Marketing • Performance Metrics • Customer Insights • Cooking • Time Management • Copywriting • Ai • Content Editing • Attention to Detail • Event Planning • Networking

• Troubleshooting • Organization • Database Management • Inventory Control • Logistics

• Microsoft Office • Auditing • Good Listening Skills • Data Analysis • Seo • Cleaning • Data Visualization • Empathy • Leadership • Supply Chain Management • E-Commerce

• Auditor • Negotiation • Mobile Development • Quality Assurance • Market Research • Fast Food • Marketing • Teamwork • Web Development • Digital Marketing • Nannying • Customer Support • Residential Cleaning • Customer Service • Communication • Software Proficiency • Problem-Solving • Multi-Tasking • Interpersonal Skills • De-Escalation • Fast-Paced Environment • Self-Motivated • Team Player • Flexibility • Motivation • Goal-driven • Customer Assistance • Reliability

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