Gezette Moss
Richmond,Virginia
Summary
Pursue a position at an organization with a solid foundation that will utilize the skills that I have acquired. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Prime Time Lending
01.2022 - Current
- Answer customer inquiries regarding Mortgage/CRE accounts
- Researches customer complaints or concerns and corrects or adjusts records, as needed
- Enters conversation into Servicing comments on the computer
- Assists in maintaining customer insurance information for Property, Liability, Flood, PMI, etc
- Responds to customer correspondence, types letters, prepares forms, and other documents
- Assists in monitoring non escrow accounts for payment of taxes and insurance by mortgagor
- Assists with annual escrow analysis and year end statements
- Prepares letters, forms and other documents used for discharging liens
- Examines documents such as deeds, assignments, and mortgages, to verify that all documents are correct prior to discharging the mortgage lien
- Coordinates and processes payoff requests for various title companies or customers
- Performs other duties as may be assigned
Website Customer Support Specialist
Teleperformance
01.2022 - 01.2022
- Assist customers with inquiries by finding innovative ways to respond to varying questions, issues, and concerns
- Contact customers via phone/email/chat/and or social media to resolve their questions or concerns
- Calmly attempt to resolve and de-escalate any issues
- Escalate interactions when necessary and appropriate
- Respond to requests for assistance and/or possible processing payments
- Track all call related information for auditing and reporting purposes
- Provide feedback on call issues
- Upsell if required
Customer Service Representative
Quality Staffing
01.2021 - 01.2022
- Conducted political surveys remotely using the software Clipper and Razor
- Maintained communication with supervisors and other staff members using the software Teams
Office Assistant
AKM Medical Transport
01.2019 - 01.2020
- Answered customer calls
- Confirmed appointments
- Maintained driver schedules
- Provided administrative duties as needed
- Assisted drivers as needed with routing information
- Ordered supplies
Bed, Bath and Beyond
01.2017 - 01.2019
- Assisted customers in person and on the phone with purchases
- Processed purchases and returns using a cash register
- Assisted customers with purchasing needs in the store and online
- Restocked inventory
Registrar
Henrico County Public Schools
01.2013 - 01.2017
- Maintain student records
- These records include, but are not limited to, attendance records, immunization records, grades, and transfer information
- Coordinated the receiving and purging student files
- Maintained transcripts in the Parchment database
- Understanding of policies and procedures of the School System
- Processed reports and documents as requested and needed
- Processed request for transcripts
- Informed the Administration of possible upcoming issues
- Organize and maintain the student file room
Asset and Procurement Specialist
Bell Industries, Inc.
01.2007 - 01.2012
- Track and update equipment movement within the asset management database of a local fortune 500 company headquartered in Richmond, VA
- Process and Audit of Records Management Compliance Forms
- Reconcile differences discovered through audit process
- Processed requests for workstations
- Assisted clients with purchasing of IT equipment and software
Program Administrator
Virginia Commonwealth University
01.2003 - 01.2007
- Provided administrative and fiscal management of grants
- Program development and coordination
- Coordinated and managed patient scheduling and referrals
Manager of Support Services
Cross-Over Health Center
01.1999 - 01.2003
- Developed a program to utilize the services of volunteer physicians, nurses, physician assistants, medical assistants, medical students, and general office staff to assist at this faith-based non-profit free clinic
- Executive Administrative Assistant to the Executive and Medical Director
- Responsible for scheduling and coordination of community partners and collaborators, Board of Directors, clinic management, subcontractors providing clinic maintenance and repair, various aspects of COHC programs, database management, other software programs, selected accounting and personnel responsibilities
- Maintained office supply inventory; placing and expediting orders
- Processed incoming mail
Temporary Project Administrator
Bell Industries, Inc.
- Handling and coordinating project shipping and receiving
- Tracking installations at customer locations
- Collecting and reconciling any necessary expense reports for the team members
- Handling necessary filing, faxing, e-mails, and document preparations
- Other office management functions as needed
- Processed daily shipping and receiving reports
Temporary Accounting Coordinator
United Dominion Realty
- Input new work orders on Excel spreadsheet, update as needed
- Receive and maintain documents required by vendors
- Process incoming mail
- Maintain vendor files
Education
Business Administration -
Strayer University
12.2003
Elementary Education -
Virginia Commonwealth University
12.1986
Elementary Education -
Hampton University
12.1985
High School Diploma -
Henrico High School
12.1984
Skills
- Inbound and Outbound Calling
- Complaint Resolution
- Data Entry
- Appointment Scheduling
- Scheduling
- Call Management
- Product Knowledge
- Customer Service
- Critical Thinking
- Clerical Support
- Courteous Demeanor
- Administrative Support
- Problem-Solving Abilities
- In-Store Support
- Medical Terminology Knowledge
- Computer Proficiency
- Professional Telephone Demeanor
- Call Center Operations
- Multi-Task Management
- High-Energy Attitude
- Microsoft Office Suite
- Customer Relations
- Retail Sales Customer Service
- Positive and Professional
Timeline
Customer Service Representative
Prime Time Lending
01.2022 - Current
Website Customer Support Specialist
Teleperformance
01.2022 - 01.2022
Customer Service Representative
Quality Staffing
01.2021 - 01.2022
Office Assistant
AKM Medical Transport
01.2019 - 01.2020
Bed, Bath and Beyond
01.2017 - 01.2019
Registrar
Henrico County Public Schools
01.2013 - 01.2017
Asset and Procurement Specialist
Bell Industries, Inc.
01.2007 - 01.2012
Program Administrator
Virginia Commonwealth University
01.2003 - 01.2007
Manager of Support Services
Cross-Over Health Center
01.1999 - 01.2003
Temporary Project Administrator
Bell Industries, Inc.
Temporary Accounting Coordinator
United Dominion Realty
Business Administration -
Strayer University
Elementary Education -
Virginia Commonwealth University
Elementary Education -
Hampton University
High School Diploma -
Henrico High School
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