Hi, I’m
April Moore
McKinney,TX
Summary
Adept at enhancing customer satisfaction and exceeding sales targets, I leveraged my problem-solving and exceptional communication skills at Mr Cooper to significantly reduce customer complaints. My bilingual proficiency and goal-oriented approach have consistently fostered trust and built long-term client relationships, positioning me as a valuable asset to any customer-focused team. I am a hardworking and passionate job seeker with strong organizational skills eager to secure entry-level "Legal Assistant" position. Ready to help team achieve company goals.
Overview
8
years of professional experience
Work History
Mr Cooper
Bilingual Mortgage Agent
02.2024 - Current
Job overview
- Consistently met or exceeded sales targets through proactive client outreach and exceptional customer service.
- Maintained a high level of professionalism in all interactions, fostering trust and building long-term client relationships.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Managed high call volume while maintaining professionalism and empathy towards distressed customers facing foreclosure or other challenges.
- Reduced customer complaints by providing clear explanations of complex mortgage concepts and terminology.
- Assisted clients in navigating online platforms for easy access to account information.
- Promoted positive brand image by delivering an exceptional customer service experience through active listening, problem-solving skills, and genuine care for client needs.
- Improved customer satisfaction by promptly addressing and resolving mortgage-related inquiries and concerns.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
YMCA of Mckinney
After School Team Leader
01.2024 - 04.2024
Job overview
- Supported the emotional well-being of students by providing a listening ear, guidance, and encouragement during challenging situations.
- Developed strong relationships with students, fostering trust and open communication within the after school care setting.
- Provided first aid and emergency response as required, prioritizing student health and safety at all times.
- Earned CPR certification
- Fostered a positive environment for students, effectively addressing any behavioral issues that arose during and after school care.
- Contributed to a clean and organized environment by maintaining facility cleanliness, setting up activity areas, and storing supplies properly.
- Improved communication with parents by providing regular updates on their children''s progress and behavior during before and after school care sessions.
- Managed daily attendance records, ensuring accurate documentation of student participation in the program.
- Enhanced parent satisfaction by addressing concerns promptly, professionally, and compassionately.
- Supported students'' academic growth by offering homework assistance and tutoring when needed.
- Applied positive behavior management techniques to enhance social interactions and emotional development.
- Promoted learning and social development through structured and unstructured playtime.
- Dispensed snacks and meals to children in accordance with nutritional guidelines.
- Prepared group activities to enhance socialization, communication and problem-solving skills for children.
Primo Water of North America
Bilingual Customer Service Representative
07.2023 - 01.2024
Job overview
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Expedited urgent deliveries when necessary to meet customer demands without compromising quality or service standards.
- Ensured timely deliveries with effective communication between dispatchers, warehouse staff, and customers.
- Kept detailed records of deliveries and money received from customers.
- Scheduled new deliveries and missed deliveries for customers who needed water and/or equipment replacement
- Processed payments using debit cards, credit cards, and/or checking accounts for monthly service
- Communicated with district managers , supervisors, drivers and managers by email regarding escalated orders to ensure prompt water delivery.
- Emailed the customer water delivery schedules when requested.
- Assisted the customer in troubleshooting the website and gaining access to the online portal to manage their account and deliveries.
Select Quote
Licensed Insurance Agent
10.2021 - 12.2021
Job overview
- Calculated quotes and educated potential clients on insurance options.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Developed personalized sales strategies to match individual client needs with optimal Medicare plans, maximizing enrollment opportunities.
- Provided exceptional customer service during annual enrollment periods, assisting clients with plan changes or updates as needed.
- Collected premiums on or before effective date of coverage.
- Boosted company reputation through consistent delivery of reliable, trustworthy advice to clients navigating the Medicare insurance market.
- Consistently met or exceeded sales targets by effectively communicating the benefits of various Medicare insurance plans.
- Assisted members in understanding complex Medicare policies, guiding them through the enrollment process stepbystep.
- Enhanced customer satisfaction by addressing and resolving Medicare-related inquiries promptly and accurately.
Advanced Call Center Technologies LLC
Banking Customer Service Representative
11.2019 - 03.2020
Job overview
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Processed daily cash transactions accurately while adhering to security protocols, minimizing risk exposure for the bank and its customers.
- Managed high volume of inbound calls, ensuring prompt and professional customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
- Ordered customer debit cards when reported lost/stolen.
- Advised customer when deposits and/or transactions were pending, posted or declined on the account.
Teleperformance Brownsville
Bilingual Healthcare Customer Service Agent
11.2018 - 04.2019
Job overview
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Informed customer the Explanation of Benefits so they would be educated on what benefits were available according to their plan so they understood what coverage was listed in their plan.
- Processed payments using personal debit card and/or credit card information for their monthly premiums.
- Ordered new benefit cards for customer when lost or needed replacement.
Del Monte Foods
Sorter
06.2016 - 08.2016
Job overview
- Worked collaboratively with colleagues in fast-paced environment to meet tight deadlines for sorting.
- Inspected items for damage or defects before sorting as part of quality control process.
- Consistently met or exceeded performance targets in terms of both speed and accuracy while sorting items.
- Maintained cleanliness and order of conveyor belt and sorting line areas to reduce safety risks.
- Contributed to seamless seasonal workload management by adapting sorting priorities as needed.
- Upheld high standards of hygiene and cleanliness in sorting area to prevent contamination.
- Weighed products prior to shipment to confirm accuracy.
- Operated and maintained testing equipment.
- Recorded inspection and test results on data sheets.
- Sampled products to verify compliance with standards
- Assessed and sorted items into containers or designated areas according to classification, size, and condition.
Education
Texas Southmost CollegeBrownsville, TX
Associate of Arts from General Studies
01.2028
Collin CollegeFrisco, TX
Associate of Arts from General Studies
01.2026
Adult Continuing EducationBrownsville, TX
GED
05.2016
Skills
- Goal-Oriented
- Payment Collection
- Customer Service
- Problem-Solving
- Attention to Detail
- Multitasking Abilities
- Excellent Communication
- Active Listening
- Customer Relations
- Oral and Written Comprehension
- Analytical and Critical Thinking
- Self Motivation
- Strong Communication and Interpersonal Skills
Timeline
Bilingual Mortgage Agent
Mr Cooper
02.2024 - Current
After School Team Leader
YMCA of Mckinney
01.2024 - 04.2024
Bilingual Customer Service Representative
Primo Water of North America
07.2023 - 01.2024
Licensed Insurance Agent
Select Quote
10.2021 - 12.2021
Banking Customer Service Representative
Advanced Call Center Technologies LLC
11.2019 - 03.2020
Bilingual Healthcare Customer Service Agent
Teleperformance Brownsville
11.2018 - 04.2019
Sorter
Del Monte Foods
06.2016 - 08.2016
Texas Southmost College
Associate of Arts from General Studies
Collin College
Associate of Arts from General Studies
Adult Continuing Education
GED