Summary
Overview
Work History
Education
Skills
Timeline
BusinessDevelopmentManager

ALISHA MOSLEY

Humble

Summary

PROFESSIONAL Summary:

Amiable Customer Experience Agent with 5 years of experience managing high customer call volumes while delivering prompt and reasonable customer solutions. Empathetic listener utilizes open-ended questions to determine appropriate action for better customer experiences. Commended for consistent, positive customer reviews.

Overview

10
10
years of professional experience

Work History

Customer Experience Specialist

Ford Motor Company
Houston
02.2021 - 05.2025
  • Built open, welcoming relationships with customers by replying to messages promptly and personally.
  • Answers incoming calls and making outbound calls when needed.
  • De-escalate calls with unsatisatiafied customers before seeking out further assistance to escalate concern.
  • Assist with case progression, when needed, for Customers that are allocated to their own Case Manager when unavailable.
  • Consulted with servicing dealerships to determine the possibility of partnership to assist the Customer.
  • Managed outbound call process, triaged customer voicemails and determined priority level of responses.
  • Redirected complex needs, issues and requests to management.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Handled client inquiries with exceptional professionalism and enthusiasm.
  • Provided customer service and issue resolution to increase QA satisfaction levels.
  • Engaged customers with proactive strategies to understand needs and develop successful solutions.

Front Counter Agent, Notifications Agent

SMX Cargo, United Cargo
Houston
06.2017 - 11.2019
  • Greet customers approaching the counter and confirming whether they’re dropping off or retrieving freight.
  • Make payments (storage charges or Terminal Handling charges for international shipments).
  • File paperwork for future pickups and audits.
  • Communicate with supervisors on issues elevated to management for better clarity on how to assist.
  • Received incoming calls and coordinated with staff to fulfill customer requests.
  • Coordinated with internal departments to handle wide range of guest needs.
  • Contacted Customers to advise of the arrival of their shipments; ready for pickup.
  • Notified United Supervisors of the Manifest status change of flight before departure status change.

Cashier

Wendy's
Houston
01.2016 - 03.2016
  • Greeted customers entering the store to ascertain what each customer wanted or needed.
-Answered product questions with up-to-date knowledge of sales and store promotions.
-Bagged, boxed sold merchandise per customer's request.
-Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
-Maintained cleanliness and presentation of stockroom and lobby floor.

III.SMX CARGO Notifications Agent | Front Counter | Cargo

Cashier, Cook

Fry’s Electronics, CAFE 23
Houston
01.2015 - 04.2015
  • Greet customers entering the store to ascertain what each customer wanted or needed.
  • Earned supervisor trust by serving as, responsibly managing and closing store.
  • Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
  • Bagged, boxed or gift-wrapped sold merchandise per customer's request.
  • Assisted customers with food selection, inquiries and order customization requests.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Operated cash register, collected payments and provided accurate change.
  • Approached customers and engaged each compelling conversations through use of effective interpersonal and people skills.
  • Carried pans, kettles and trays of food to and from work stations, stove and refrigerator.
  • Engaged positively with each customer, providing professional and polite support for sales and service needs.
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity.

Education

High School Diploma -

Chester W. Nimitz Senior High School, W W Thorne Dr
Houston, TX
06.2014

Skills

  • Customer relations
  • High-energy attitude
  • Store maintenance
  • Credit card payment processing
  • Technologically savvy
  • Inbound and Outbound Calling
  • Cash Handling
  • POS Systems
  • Customer Service
  • Cooperative Attitude
  • Complaint Resolution
  • Cleaning and Sanitizing
  • Detail-Oriented
  • Price Identification
  • Customer Assistance
  • Understanding Customer Needs
  • Courteous with Strong Service Mindset
  • Multitasking and Prioritization
  • Data Entry
  • Upbeat and Positive Personality
  • Responding to Difficult Customers
  • Call Documentation
  • Verbal and Written Communication
  • Building Customer Trust and Loyalty
  • De-escalation Techniques
  • Issue and Complaint Resolution
  • Calm and Professional Under Pressure
  • Providing Customer Support
  • Inbound Phone Call Management
  • Resolving Issues
  • Technical Troubleshooting

Timeline

Customer Experience Specialist

Ford Motor Company
02.2021 - 05.2025

Front Counter Agent, Notifications Agent

SMX Cargo, United Cargo
06.2017 - 11.2019

Cashier

Wendy's
01.2016 - 03.2016

Cashier, Cook

Fry’s Electronics, CAFE 23
01.2015 - 04.2015

High School Diploma -

Chester W. Nimitz Senior High School, W W Thorne Dr

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ALISHA MOSLEY