Amber Moore
Humble,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
12
12
years of professional experience
Work History
Debt Collection Specialist
FMA Alliance
04.2022 - Current
- Maintained high volume of calls and met demands of busy and productive group.
- Maintained consistently high success rate of collecting on overdue accounts.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Achieved performance goals on consistent basis.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Worked with customer to create debt repayment plan based on current financial condition.
Post Office Mail Clerk
United States Postal Service, USPS
11.2020 - 02.2023
- Used automated mail processing equipment to sort and collate mail.
- Prepared reports to track mail volumes, fees and other related data.
- Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
- Moved bulk containers and large parcels with forklifts.
- Monitored performance of junior team members and offered support.
- Operated postal machines, including postage meters and mail-processing machines.
- Sorted mail according to size, shape and destination.
Customer Service Executive
Alorica
05.2017 - 06.2020
- Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Corresponded with delinquent customers to collect payments and make billing arrangements.
- Answered constant flow of customer calls with minimal wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Tracked customer service cases and updated service software with customer information.
- Processed customer service orders promptly to increase customer satisfaction.
Secretary
Righteway Connections LLC.
02.2015 - 09.2019
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained daily report documents, memos and invoices.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Entered data into system and updated customer contacts with information to keep records current.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Handled daily scheduling tasks and provided administrative support for entire department.
- Maintained electronic filing systems and categorized documents.
Sorter Operations Associate
DHL Express
10.2016 - 02.2018
- Utilized sorting systems to sort items fast and accurately.
- Followed safety procedures and used protective gear to prevent injury and maintain safe working environment.
- Stacked items according to weights, sizes, types, and picking priorities.
- Sorted and clearly marked products with indicators for grade or acceptance-rejection status.
- Assessed and sorted items into containers or designated areas according to classification, size, and condition.
- Used hand-held scanner to enter data product information.
- Operated postal machines, including postage meters and mail-processing machines.
Geek Squad Technician
Best Buy
10.2013 - 03.2015
- Analyzed problematic areas to provide recommendations and solutions.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.
- Created and developed detailed work plans to meet business priorities and deadlines.
Resolution Specialist
Iqor
01.2012 - 10.2014
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Formulated focused and individualized resolutions aimed to peacefully settle disputes.
- Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices.
- Prepared written opinions or decisions regarding cases.
Education
Associate of Science - Nursing
Houston Community College
Houston, TX07.2024
Associate of Science - Nursing
Prairie View A & M University
Prairie View, TX06.2024
Skills
- Payment Analysis
- Past Due Procedures
- Persuasion Strategies
- Call Center Processes
- Collection Calls
- Client Support
- Accounting Systems
- Data Communications
- Insurance Company Communication
- Customer Care
Timeline
Debt Collection Specialist
FMA Alliance
04.2022 - Current
Post Office Mail Clerk
United States Postal Service, USPS
11.2020 - 02.2023
Customer Service Executive
Alorica
05.2017 - 06.2020
Sorter Operations Associate
DHL Express
10.2016 - 02.2018
Secretary
Righteway Connections LLC.
02.2015 - 09.2019
Geek Squad Technician
Best Buy
10.2013 - 03.2015
Resolution Specialist
Iqor
01.2012 - 10.2014
Associate of Science - Nursing
Houston Community College
Associate of Science - Nursing
Prairie View A & M University