Summary
Overview
Work History
Education
Skills
Timeline
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Amy Moricle

Summary

Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.

Overview

15
15
years of professional experience

Work History

Tax Product Expert

Teleperformance USA
Remote
04.2025 - Current
  • Resolve customer inquiries across all support channels with efficiency and professionalism.
  • Utilize specialized software tools and problem-solving strategies to address customer issues.
  • Employ effective probing questions to accurately diagnose customer problems.
  • Take ownership of solutions by leveraging available resources for comprehensive assistance.
  • Prioritize tasks to maximize impact on customer satisfaction and business outcomes.
  • Advise customers with tailored recommendations to enhance their operational success.
  • Ensure customers possessed necessary tools and knowledge for effective business management.
  • Adapt communication style to match customers' tax knowledge, fostering relatability and engagement.

Remote Customer Service Representative

Budget Movers
Remote
03.2013 - 09.2024
  • Streamlined remote customer service processes, achieving significant reductions in response times.
  • Implemented innovative solutions to resolve complex customer issues efficiently.
  • Provided empathetic support to customers, effectively de-escalating conflicts and maintaining brand reputation.
  • Collected deposits or payments and arranged for billing.
  • Developed strong customer relationships to encourage repeat business.

Inbound Call Center Representative

Walgreens
Wilmington
03.2010 - 01.2013
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Maintained client confidentiality according to HIPAA regulations at all times.
  • Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications.
  • Adhered to HIPAA regulations when handling confidential patient information.
  • Handled high volume of incoming calls, providing exceptional customer service to patients and families.

Education

Business Administration A.S. -

Essex Community College
Baltimore
07.2003

Skills

  • Versatility
  • Solution-oriented mindset
  • Precision focus
  • Retention strategies
  • Simultaneous task handling
  • Process optimization
  • Engagement techniques
  • Conflict resolution
  • Product knowledge
  • Active listening
  • Research skills

Timeline

Tax Product Expert

Teleperformance USA
04.2025 - Current

Remote Customer Service Representative

Budget Movers
03.2013 - 09.2024

Inbound Call Center Representative

Walgreens
03.2010 - 01.2013

Business Administration A.S. -

Essex Community College

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