Amber Mooring
Brunswick,GA
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Devoted professional proactively and quickly identifies best course of action for given scenarios. Confident handling tasks independently and in teams with highly organized approach to work. Strong advocate for those in need and committed to providing best possible service.
Overview
14
14
years of professional experience
Work History
Senior Outreach Specialist
Centauri Health Solutions
03.2024 - Current
- Delivered presentations to interested groups and answered wide-ranging questions about available offerings.
- Interviewed, screened, enrolled, and sourced new applicants.
- Offered personalized support to individuals needing disability services, helping connect each with available resources and relevant team members.
- Recorded, transcribed and maintained confidential client information into applicant tracking system and database.
Pharmacy Assistant
Cigna
05.2023 - 02.2024
- Counted and labeled prescriptions with correct item and quantity.
- Kept pharmacy counter and related areas clean, neat and organized.
- Merchandised over-the-counter goods and rotated stock.
- Received incoming supplies and stocked in correct locations.
- Answered telephones and provided information about order status, store hours and pharmacy procedures.
- Greeted customers and responded to questions with friendly, knowledgeable assistance.
- Assisted pharmacy staff with preparing medications and filling orders.
- Supported operations with filing, copying and faxing.
Pharmacy Technician
Walgreen's Pharmacy
09.2022 - 05.2023
- Teamed with peers, technicians and pharmacists to prioritize and complete orders.
- Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.
- Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions.
- Interpreted and processed medication orders under supervision of pharmacist.
- Inspected medication storage locations to monitor drug expiration dates and supply adequate inventory.
- Received and verified daily incoming drug inventories, reported discrepancies and logged items into inventory system.
- Refilled medications, offered insight into over-the-counter products and verified insurance benefits.
- Liaised with pharmacist to measure and prepare medication doses and packaging and label prescriptions.
- Maintained strict patient confidentiality to adhere to HIPAA regulations and avoid data compromises.
- Maintained clean and organized pharmacy shelving and work areas.
- Verified patients' identities at pickup to prevent sale of wrong medications.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
Customer Service Representative
Allstate Insurance Co
09.2021 - 09.2022
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Audited customer account information to identify issues and develop solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Explained benefits, features and recommendations to maximize client retention.
- Answered customer questions and addressed concerns resulting in reduction in customer complaints.
- Upheld privacy and security requirements for customer information.
- Exceeded company productivity standards on consistent basis.
Retail Store Manager
T-Mobile Spark Wireless
08.2018 - 04.2020
- Organized new stock for floor placement.
- Managed daily operations by completing purchasing, inventory control, merchandising and product distribution tasks.
- Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Prepared and submitted nightly bank deposits.
- Improved profitability by executing daily, weekly and monthly floor plan changes.
- Mentored employees and instructed on management of complicated sales, complex issues and difficult customers.
- Created engaging merchandise presentations to motivate impulse purchases.
- Organized and updated schedules to optimize coverage for expected customer demands.
- Prevented store losses using awareness and attention to detail to detect gaps for corrective action.
- Taught junior employees how to meet operational and sales goals with proactive strategies.
- Conducted job interviews, led employee performance evaluations and rewarded top performers to attract and retain quality personnel.
- Monitored cash drawers in multiple checkout stations to verify adequate cash supply.
- Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
- Coached and mentored employees by offering constructive feedback and taking interest in long-term career growth.
- Managed special store projects to improve store-wide processes and operations.
- Established membership loyalty implementing rewards program to drive client retention.
- Reduced shrinkage through proactive inventory management and security-driven approaches.
- Reduced labor costs by assessing and improving staff training, developing engagement programs and improving processes.
- Increased store sales by cross-selling complementary items.
- Boosted company sales by developing and implementing strategic marketing approaches.
- Raised profits by setting ambitious sales goals for employees, encouraging sales staff, prioritizing customer service and resolving customer issues.
Debt Collector Agent
ERC
07.2016 - 08.2018
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Processed payments over phone and set up recurring drafts.
- Secured payments by following up with customers which disregarded promise to pay.
- Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.
- Met demands of busy collections group by performing high volume of daily calls.
- Reviewed accounts to determine payment plan compliance.
- Overcame objections by applying advanced training and persuasion techniques.
- Conveyed current account information and obtained payments by using pre-scripted statements.
- Gathered required information from customers for settlement reviews to help negotiate down debt with creditors.
- Educated customers on actions and strategies for debt repayment.
Correctional Officer
Ware State Prison
09.2012 - 04.2016
- Inspected cells and conducted random searches of common areas.
- Monitored daily activities to identify and manage suspicious behavior, improper conduct and signs of conflict.
- Observed inmate behavior to prevent crime, escape attempts and other dangerous activities.
- Detected potential threats and quickly defused conflicts.
- Informed inmates and visitors of rules, safety and security procedures and responsibilities.
- Supervised residents during meal distribution and intake, recreation time and work-site performance.
- Received property from incoming inmates, provided receipts and inspected items for contraband.
- Reviewed housing assignments and reassigned inmates to meet allocation and safety needs.
Crew Trainer
McDonald's
09.2010 - 09.2012
- Instructed new team members on correct procedures for operations.
- Stayed up to date on requirements of all team positions to optimize training.
- Taught staff upselling techniques to meet revenue targets.
- Reinforced rules to promote superior employee performance.
- Counted out cash drawers at end of each shift and logged profits into computer system.
- Trained new employees on company policies, procedures, techniques and customer service standards.
- Cross-trained in every store role to maximize operational knowledge.
Education
High School Diploma -
Ware County High School
Waycross, GA05.2012
Skills
- Report Generation
- Credit Card Payment Processing
- Report Creation
- Needs Assessment
- Multitasking and Prioritization
- Responding to Difficult Customers
- Call Documentation
- De-escalation Techniques
- Upbeat and Positive Personality
- Outreach processes
- Exceptional communication
- Scheduling
- Account updating
- Complaint resolution
- Report preparation
Timeline
Senior Outreach Specialist
Centauri Health Solutions
03.2024 - Current
Pharmacy Assistant
Cigna
05.2023 - 02.2024
Pharmacy Technician
Walgreen's Pharmacy
09.2022 - 05.2023
Customer Service Representative
Allstate Insurance Co
09.2021 - 09.2022
Retail Store Manager
T-Mobile Spark Wireless
08.2018 - 04.2020
Debt Collector Agent
ERC
07.2016 - 08.2018
Correctional Officer
Ware State Prison
09.2012 - 04.2016
Crew Trainer
McDonald's
09.2010 - 09.2012
High School Diploma -
Ware County High School
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