Senior Customer Service Manager with 30+ Years Experience

Tania Moore

**** ***** ******, *******, ** ***** 954-***-**** *********@*****.***

Professional Summary

Dedicated Customer Service Manager with over 30 years of experience in call center environments. Proven track record of enhancing customer satisfaction, boosting company performance, and revitalizing underperforming teams. Adept at leading and building high-performing, customer-focused teams with a strong commitment to quality service.

Core Competencies

Customer Service Management

Complaint Resolution

Quality Assurance

First Call Resolution

Technical Support

Customer Advocacy & Retention

Upselling/Cross-Selling

Workforce Analysis

Scheduling & Calendar Management

Escalation Handling

New Hire Training

Florida Notary Public/Signing Agent

Certified Life Coach

Professional Experience

Goldstein Law Group – Plantation, FL

Receptionist / Office Support / Junior Legal Assistant (01/2020 - Present)

Manage front office reception duties, including answering calls and coordinating meetings.

Assist claim adjusters and attorneys with case file inquiries and hearing confirmations.

Handle administrative tasks such as scheduling, file management, and billing.

Perform customer service tasks and maintain attorney calendars.

Breaking All Barriers – Lauderhill, FL

Customer Service Representative (05/2017 - 10/2021)

Managed customer appointments for home appliance repairs.

Retained clients by explaining warranty benefits and upselling service packages.

De-escalated customer complaints and coordinated with service providers.

Alorica Inc. – Sunrise, FL

Workforce Analyst (10/2016 - 04/2017)

Produced reports on staff attendance and compliance.

Managed scheduling adjustments and monitored schedule adherence.

Supported management in optimizing workforce operations.

Psytech Digital Inc. – Lauderhill, FL

Customer Service Team Leader / Chargeback Specialist (07/2012 - 09/2016)

Led customer service team to achieve best practices and resolve escalated cases.

Investigated and processed chargeback disputes to recover funds.

Enhanced service processes to improve customer satisfaction.

Teleperformance ASD – N. Lauderdale, FL

Technical Support Supervisor (02/2006 - 07/2012)

Supervised technical support teams, focusing on customer satisfaction and performance metrics.

Implemented new training programs that reduced agent learning gaps and increased satisfaction.

Education & Certifications

Certified Life Coach – IAP Career College (2024)

Human Services (in progress) – Purdue Global University (2019-2020)

Business Administration (in progress) – Broward College (2014-2016)

Skills

Chargeback Disputes Project Management ADP Payroll Systems Salesforce Microsoft Office Avaya Call Center Systems Legal E-Filing Systems

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