Amanda Moore
Rockwall,TX
Summary
Multi-skilled customer support specialist for over ten years. Other professional experience includes five years as an administrative assistant in a leadership role, and three years as a receptionist and personal assistant. In addition, I have experience with sales, retail, clerical/office support, data entry, computer and software skills, and banking experience. Other skills and attributes include strong interpersonal and critical thinking skills, computer savvy, goal-oriented, poised and competent, ability to work under pressure, attentive to detail, dependable, and a team player with the ability to lead by example.
Overview
11
11
years of professional experience
Work History
Customer Success Manager
EBSCO, KwikBoost
Dallas, TX
09.2019 - Current
- Communicate with customers and company personnel via phone and email.
- Answer inbound calls, emails, and online chat for service and sales inquiries.
- Provide support by assisting with service needs and selling of products.
- Investigate and resolve customer inquiries and complaints quickly.
- Utilize company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Manage a caseload of service requests through Salesforce.
- Input and process e-commerce, SPS Commerce, and Amazon orders and assist with custom graphic requests for orders.
- Generate RMA's and part replacement orders.
- Facilitate shipments and provide logistics support for clients and carriers.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Managed successful negotiation of long-term contract renewals with account holders.
- Played an instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Recommended changes, improvements, or enhancements in products to theproduct development team based on customer feedback.
Account Manager/Real Estate Advocate
Cartus
Irving, TX
01.2019 - 09.2019
- Managed a caseload of member files to support members throughout the duration of real estate transactions.
- Communicated with real estate agents and brokerages to ensure member satisfaction and a successful real estate process.
- Answered incoming calls related to eligibility, benefits, and services from potential members; communicate with members via phone, email, and/or texting; notated and coded files with feedback after communication with members.
- Assisted customers with inquiries and/or problem resolution in a professional and composed manner and escalate to management and quality assurance department.
- Navigated multiple computer applications with speed and accuracy to retrieve or post information.
- Accepted and implemented coaching and feedback on-call management in order to achieve individual and team performance goals.
- Maintained and met compliance, retention, and service goals.
- Improved account management by predicting potential competitive threats and outlining proactive solutions.
- Educated clients on the real estate process and updated account information to maintain high standards of client service.
Senior Court Clerk
City of Grand Prairie
Grand Prairie, TX
06.2014 - 01.2019
- Provided customer service within the court and followed court procedures.
- Assisted customers with inquiries regarding their citations, posted payments and bonds, facilitated payment arrangements for fines, scheduled court dates.
- Examined legal documents submitted to courts for adherence to laws and court procedures.
- Maintained court dockets and updated the disposition of cases after court hearings and trials.
- Answered telephone calls, took messages, and transferred calls to appropriate colleagues.
- Prepared and issued court orders for probation orders, sentencing information, and other actions.
- Drafted professional court correspondence to facilitate legal proceedings.
- Maintained jury lists and issued jury summons.
- Used Tyler Technologies to prepare dockets or calendars of cases.
- Experience training and supervising employees
- Accomplishments: Promoted to Senior Court Clerk and obtained Level 1 Court Clerk certification through the State of Texas.
Teller
DATCU, Trophy Club
Trophy Club, TX
08.2012 - 06.2014
- Established rapport with new clients to increase satisfaction and loyalty.
- Maintained friendly and professional customer interactions.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Provided customer service by assisting members with withdrawals, wires, deposits, and loan payments.
- Referred financial questions to correct supervisory staff.
- Learned about customers' financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Audited loans and accounts to ensure accuracy.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
- Stocked supplies for customers and personal teller stations.
- Counted, verified, and handled bank deposits and armored car transactions.
- Received loan and utility payments, sending funds to correct destinations.
Customer Service Representative
CFM
Irving, TX
08.2010 - 08.2012
- Answered constant flow of customer calls with minimal wait times. In addition, made outbound cold calls to generate business.
- Assisted customers with setting sales and service appointments.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Cultivated customer loyalty, promoted repeat business, and improved sales.
- Responded to customer requests for products, services, and company information.
- Documented customer’s feedback and concerns, and forward any complaints to management to be addressed
- Inputted and managed data through CRM application.
- Fielded customer questions regarding available merchandise, sales, current prices, and upcoming company changes.
- Experience training and mentoring colleagues.
Education
Associate of Applied Science - Business Administration
Dallas Colleges
Dallas, TX01.2024
Human Resources Assistant Certificate
Dallas Colleges
Dallas, TX12.2021
High School Diploma -
Macarthur High School
06.2009
Skills
- Inter-department collaboration
- Customer Relations
- Sales proficiency
- Staff mentoring & leadership
- Business Development
- Training and mentoring
- Account updates
- Team Building
- Pre-sales support
- Research and due diligence
Accomplishments
In my current role at KwikBoost, I completed training and received my certification for Lean Six Sigma White Belt in September 2020.
From February 2021 to July 2021, I assisted the KwikBoost production team with a large scale project for a major retailer.
Additional Information
- Level 1 Court Clerk State of Texas April 2017 to April 2019
Timeline
Customer Success Manager
EBSCO, KwikBoost
09.2019 - Current
Account Manager/Real Estate Advocate
Cartus
01.2019 - 09.2019
Senior Court Clerk
City of Grand Prairie
06.2014 - 01.2019
Teller
DATCU, Trophy Club
08.2012 - 06.2014
Customer Service Representative
CFM
08.2010 - 08.2012
Associate of Applied Science - Business Administration
Dallas Colleges
Human Resources Assistant Certificate
Dallas Colleges
High School Diploma -
Macarthur High School