Carly Moss
Customer Service Professional
Knoxville,TN
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the retail industry. Solid team player with outgoing, positive demeanor and proven skills in customer support. Motivated to maintain customer satisfaction and contribute to company success. Empathetically solves customer challenges while promoting company products and services. Articulate, energetic and results driven with passion for developing relationships, fostering partnerships and surpassing service needs.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
Work History
Registered Behavioral Technician
Positive Behavior Supports Corporation
Knoxville, TN
08.2021 - Current
- Implemented Applied Behavior Analysis programs for 3 clients in their homes daily.
- Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection and anecdotal notes.
- Worked as part of collaborative team to address changing needs of children and families.
- Maintained professional and clinical perspective to avoid internalization regarding certain student behaviors or mannerisms.
Member Specialist
Sam's Club
Knoxville, TN
09.2020 - 08.2021
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Resolved account and order issues with over 100 customers daily.
- Resolved concerns with products or services to help with retention and drive sales.
- Collaborated with associates and management to enhance customer service experience and exceed team goals through effective customer satisfaction surveys.
- Described product highlights and benefits to help guide purchasing decisions.
Support Specialist
Michael's Arts and Crafts
Clarksville, TN
08.2019 - 09.2020
- Followed company policies, procedures and practices for accurate recordkeeping and loss prevention.
- Balanced safe, prepared tills and prepared register bags for next sales date.
- Verified totals, checked store transfers and assisted with price changes.
- Investigated financial inconsistencies to solve discrepancies and reported to manager.
- Made daily cash deposits to company bank.
Child Care Provider
Self-Employed
Clarksville, TN
08.2019 - 08.2019
- Enforced rules and managed behavior through developmentally appropriate discipline.
- Prepared healthy foods and beverages for children based on optimal dietary guidelines and individual restrictions.
- Assisted children with homework assignments and special projects across different subjects.
- Fostered close relationships with children by discussing school, friends and hobbies.
Nanny
Self Employed
Clarksville, TN
01.2019 - 05.2019
- Supported children in play activities, meals and snacks, hygiene and socialization.
- Built positive and nurturing environments to support child social and emotional growth.
- Communicated with children at age-appropriate levels to encourage understanding and foster relationships.
- Worked with parents to develop and implement discipline programs to promote positive behavior.
- Balanced playtime and limited screen time to support development of fine motor, gross motor and cognitive skills.
Front End Supervisor
Kroger
Clarksville, TN
09.2018 - 01.2019
- Trained team members in successful strategies to meet operational and sales targets.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Promoted importance of security and customer tracking to minimize store losses.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
Server
Chili’s Grill & Bar
Clarksville, TN
09.2017 - 08.2018
- Achieved top 5% of sales goals by upselling higher-end products to customers.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Quickly and clearly communicated dining orders to kitchen staff, directing attention to special requests or dietary restrictions.
- Replenished food items, paper products and canned goods to keep pantry well-stocked during busy periods.
Education
Master of Science - Marriage And Family Therapy
Capella University
Minneapolis, MN 01.2021 - Current
Bachelor of Science - Sociology, Family Studies
Austin Peay State University
Clarksville, TN 08.2016 - 05.2020
Skills
Resource coordination
Organization and Time Management
Sales expertise
Complaint resolution
Creative problem solving
Certification
RBT- Registered Behavior Technician
Accomplishments
- Documented and resolved data entry issues which led to concise graphs for tracking client progress.
- Supervised team of 15 staff members to surpass company standards for efficiency and customer satisfaction.
- Product Promotion - Up-sold services and motivated customers to upgrade current service package.
- Conflict Resolution - Calmly handling customer account inquiries, customer complaints, and product/service refunds to ensure customer satisfaction.
Timeline
Registered Behavioral Technician
Positive Behavior Supports Corporation
08.2021 - Current
Master of Science - Marriage And Family Therapy
Capella University
01.2021 - Current
Member Specialist
Sam's Club
09.2020 - 08.2021
Support Specialist
Michael's Arts and Crafts
08.2019 - 09.2020
Child Care Provider
Self-Employed
08.2019 - 08.2019
Nanny
Self Employed
01.2019 - 05.2019
Front End Supervisor
Kroger
09.2018 - 01.2019
Server
Chili’s Grill & Bar
09.2017 - 08.2018
Bachelor of Science - Sociology, Family Studies
Austin Peay State University
08.2016 - 05.2020