Customer Service Specialist for Remote Call Center
Resume:
MESA, US, ***** • *******.*.*********@*****.*** •
HERMAN MOORE
Customer Service Rep
PROFESSIONAL SUMMARY
Customer Service Rep with extensive expertise in customer support and technical proficiency, enriched by over a decade in diverse roles. Demonstrates strong skills in inventory management, technical support, and order processing, with a proven track record in enhancing customer satisfaction and operational efficiency. Eager to leverage a blend of warehouse and call center experience to foster a collaborative environment that prioritizes exceptional service and continuous improvement. EMPLOYMENT HISTORY
CUSTOMER SERVICE SPECIALIST Apr 2025 - May 2025
Intouch 24/7 Mesa, AZ
WAREHOUSE ASSOCIATE Nov 2018 - Jul 2023
Amazon Fulfillment Phoenix, AZ
Provided prompt support for Apple Pay Cash Card users, enhancing customer satisfaction. Resolved customer inquiries efficiently, reducing response time and improving user experience. Utilized problem-solving skills to address payment issues, ensuring seamless transactions. Provided exceptional customer service for iPhone Apple Pay cash card, ensuring user satisfaction and fostering brand loyalty. Resolved customer inquiries efficiently, leading to noticeable gains in response times and overall satisfaction ratings. Analyzed customer feedback to identify trends, informing service improvements that enhanced user experience and retention. Worked alongside technical teams to troubleshoot issues, streamlining communication and accelerating problem resolution. Engaged with customers positively, creating a welcoming atmosphere that encouraged feedback and built lasting relationships.
Engaged with customers to build rapport and foster a welcoming environment, enhancing overall satisfaction and encouraging feedback.
Verify inventory computations by comparing them to physical counts of stock, and investigate discrepancies or adjust errors. Mark stock items using identification tags, stamps, electric marking tools, or other labeling equipment. Examine and inspect stock items for wear or defects, reporting any damage to supervisors. Receive and count stock items, and record data manually or using computer. Pack and unpack items to be stocked on shelves in stockrooms, warehouses, or storage yards. Streamlined inventory verification processes, enhancing accuracy and significantly reducing discrepancies in stock counts. Collaborated with team members to optimize stock organization, leading to improved efficiency in order fulfillment and faster turnaround times.
Implemented a digital tracking system for inventory, resulting in more precise stock management and noticeable improvements in order accuracy.
Analyzed stock trends and turnover rates, providing insights that informed purchasing decisions and minimized excess inventory.
Fostered a positive work environment by assisting new hires with training, enhancing team cohesion and productivity. Streamlined inventory verification processes, enhancing accuracy and significantly reducing discrepancies in stock counts. CUSTOMER SERVICE ADVISOR Apr 2016 - Jan 2018
McKesson Corporation
COLLECTIONS SPECIALIST Feb 2008 - Jan 2016
Law Office of Joe Pozullo
EDUCATION
HIGH SCHOOL Jan 1993 - Dec 1993
Shaw High School
SKILLS
Technical Proficiency, Warehouse Experience, Call center experience, Customer service, Order Picking, Debt collection, Microsoft Teams, Order processing, Technical support, Forklift, RF Scanner, Customer returns handling, Handling customer exchanges, Salesforce, Microsoft Office, Technical troubleshooting, Live chat, Phone support, Negotiation, Order fulfillment, Packaging, Safety standards, Non-technical support, Typing, Computer literacy, Organizational skills, Billing inquiries, Pallet Jack, POS, Email support, Client services, Phone etiquette, Google Workspace, CRM software, Empathy, Communication skills, Sales, Computer operation. LANGUAGES
English.
Understand the value proposition of each program and reports by presenting an understandable picture of each member's benefits realized and opportunities missed through MRA programs Enroll new members in the programs
Fostered strong relationships with customers by actively listening to their needs, enhancing satisfaction and loyalty. Streamlined member enrollment processes, leading to noticeable gains in program participation and overall customer engagement.
Analyzed member feedback to identify trends, enabling targeted improvements in service offerings and boosting retention rates.
Coordinated with cross-functional teams to implement training programs, which improved service quality and reduced response times.
Presented clear insights on program benefits to members, effectively communicating value and increasing awareness of available opportunities.
Provided exceptional customer service by actively listening to inquiries, fostering trust and improving overall client satisfaction.
Oversaw account collections, negotiated payment plans, and effectively minimized outstanding debts. Fostered positive relationships with clients to facilitate payment arrangements, enhancing customer trust and loyalty. Implemented targeted collection strategies that improved recovery rates, leading to measurable improvements in cash flow. Analyzed account histories to identify patterns, optimizing collection approaches and achieving substantial gains in efficiency.
Coordinated with legal teams to address complex accounts, ensuring compliance and reducing potential disputes. Engaged clients through effective communication to negotiate payment plans, successfully reducing overdue accounts and enhancing overall satisfaction.
Enhanced debt recovery through strategic negotiation tactics, resulting in improved cash flow and stronger client relationships.
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