Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Alicia M Moore

Winder,GA

Summary

Dynamic customer service professional with extensive experience at BBT Bank and Sunrise Roofing. Proven ability in appointment scheduling and conflict resolution, enhancing client satisfaction. Skilled in data entry and team collaboration, consistently exceeding service expectations and fostering strong client relationships. Recognized for effectively managing customer inquiries and improving service delivery.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Customer Service Scheduling Specialist

Sunrise Roofing
Auburn, GA
07.2020 - 03.2023
  • Assisted in coordinating meetings and scheduling appointments for staff members.
  • Coordinated with team members to ensure timely responses to customer inquiries.
  • Managed customer databases to maintain accurate and updated client information.
  • Assisted customers in navigating service options and resolving scheduling conflicts.
  • Communicated with clients via phone and email to confirm appointments effectively.
  • Provided training support to new staff on scheduling tools and customer interaction protocols.
  • Monitored appointment calendars to prevent overbooking and enhance customer satisfaction.
  • Collaborated closely with other departments within the organization in order to provide seamless customer experience across different channels.
  • Assisted customers with any questions or issues related to their appointment schedules.
  • Reviewed customer feedback regularly in order to improve overall quality of service delivery.
  • Created reports on customer satisfaction levels based on feedback from surveys and interactions with customers.
  • Provided excellent customer service by responding promptly to inquiries, requests and complaints regarding services provided.
  • Greeted visitors and answered phone calls, providing excellent customer service.
  • Scheduled appointments using scheduling software to optimize customer service efficiency.

Sr. Teller/Customer Relations Specialist

BBT Bank
Suwanee, Georgia
07.2004 - 03.2012
  • Processed customer transactions efficiently and accurately at a leading financial institution.
  • Assisted customers with inquiries regarding accounts and banking products.
  • Maintained cash drawer integrity by balancing funds daily and ensuring accuracy.
  • Educated customers on digital banking services to enhance user experience.
  • Supported team members by training new tellers on operational procedures.
  • Promoted bank services and cross-sold products to meet customer needs effectively.
  • Ensured compliance with bank policies and regulations during all customer interactions.
  • Handled complex transactions, including wire transfers and foreign currency exchanges.
  • Provided support to customers with inquiries regarding their accounts.
  • Balanced bank's vault of daily cash for withdrawals and deposits.
  • Handled cash transactions, balanced cash drawers, performed loan payments, and issued cashier's checks.
  • Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
  • Developed strong relationships with customers by providing exceptional customer service.
  • Performed basic administrative tasks regarding banking products by handling phone calls, inquiries, and emails.
  • Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
  • Ordered checks, placed stop payment orders and conducted additional special services for customers.
  • Met or exceeded sales goals by promoting bank products and services in customer interactions.
  • Performed currency transaction reports for foreign currency.
  • Reduced errors by double checking transactions.
  • Maintained optimal financial controls by securing funds and making accurate transactions.
  • Earned high volume of referrals as part of bank's sales incentive system.
  • Monitored cash levels throughout the day to ensure adequate supply of currency was available at all times.
  • Coached and mentored junior tellers on best practices for customer service and processing transactions.
  • Assisted branch manager in developing strategies for increasing sales performance.
  • Balanced cash drawer daily and ensured accuracy of all transactions.

Education

Bachelor of Science - Criminal Justice

Southern New Hampshire University
Hooksett, NH
04-2025

Associate of Applied Science - Criminal Justice

Gwinnett Technical College
Lawrenceville, GA

Skills

  • Customer service
  • Communication skills
  • Problem solving
  • Team collaboration
  • Conflict resolution
  • Time management
  • Call center experience
  • Data entry proficiency
  • Client relationship building
  • Dispute resolution
  • Appointment scheduling
  • Following scripts
  • Customer retention

Certification

  • Lean Six Sigma White Belt Certified
  • Certified Business Office Manager ( CBOM)
  • Project Manager Essentials Certified

Timeline

Customer Service Scheduling Specialist

Sunrise Roofing
07.2020 - 03.2023

Sr. Teller/Customer Relations Specialist

BBT Bank
07.2004 - 03.2012

Bachelor of Science - Criminal Justice

Southern New Hampshire University

Associate of Applied Science - Criminal Justice

Gwinnett Technical College

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