Audrey Moseley
Hereford,AZ
Summary
Skilled communicator with extensive customer service experience. Adept at resolving issues while maintaining positive relationships with customers and colleagues. Ability to work independently and collaboratively as part of a team. Demonstrated qualifications include 10+ years of customer service and 1+ year of data entry. Proficient in maintaining customer records, Microsoft Office, social media, and general office equipment. Experienced in handling multi-line phone systems and call center operations. Customer-oriented Reservation Agent with over two years of expertise in pet grooming, hotel/boarding services, and excellent telephone sales skills. Committed to addressing all guest inquiries via phone or email to ensure positive outcomes.
Overview
12
12
years of professional experience
Work History
Career Break
Career Break
02.2024 - Current
- One of multiple people laid off due to a change in company strategy during the economic downturn
- Consistently received outstanding performance reviews from leadership and peers; parted with the team and company on good terms
- Excited and energized to return to the work force
Reservation Agent Level 2
PetSmart, Inc.
Phoenix, AZ
11.2022 - 02.2024
- Provided customers with information about availability and pricing.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Maintained high levels of efficiency by managing multiple phone lines for reservation requests and adjustments.
- Managed up to 60+ incoming calls each day
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Resolved various issues and discrepancies for customers.
- Boosted revenue with upselling additional services such as room upgrades, seasonal pet packages, treats and extra play times.
- Collaborated with team members to streamline reservation processes, ensuring a seamless guest experience from booking to checkout.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Maintained awareness of types of rooms available in different resort locations.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Resolved customer complaints with empathy and quick problem-solving, leading to decrease in negative feedback.
- Maintained up-to-date knowledge of safety protocols and vaccination requirements, advising customers accordingly.
- Managed high-volume call flows daily, ensuring efficient reservation handling and customer service.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
Customer Service Retention
Advanced Call Center
Douglas, AZ And Remote
03.2022 - 11.2022
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Learned and adapted quickly to new technology and software applications.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Worked effectively in fast-paced environments.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Organized and detail-oriented with a strong work ethic.
- Worked flexible hours across night, weekend, and holiday shifts.
- Passionate about learning and committed to continual improvement.
- Managed approximately 20 incoming calls, assisting external and internal customers with billing issues and discounts to retain customer loyalty.
Planned Career Break
None At This Time
12.2021 - 03.2022
- Planned career break to coordinate cross country relocation and acclimation in new surroundings
Prep Cook
Washington Commons
Augusta, GA
02.2021 - 11.2021
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Demonstrated strong multitasking abilities, managing multiple food stations simultaneously without compromising quality or speed.
- Enhanced kitchen efficiency by maintaining a clean and organized workspace during busy shifts.
- Maintained clean, hygienic kitchen workspace by sweeping, mopping, and taking out trash.
- Washed, peeled, and cut fruits and vegetables in advance to save time on food preparation.
- Stocked inventory efficiently, enabling seamless transition between meal services.
- Maintained optimal food quality by adhering to strict guidelines for food safety and sanitation.
- Received shipments and placed items on proper shelves to restock and organize restaurant pantry.
- Contributed to a positive work atmosphere through effective communication and teamwork among staff members.
- Reduced food waste by properly storing ingredients and monitoring expiration dates.
- Enhanced customer experience by contributing to creation of visually appealing dish presentations.
- Adapted quickly to menu changes, demonstrating flexibility and keen ability to learn new recipes.
- Adjusted recipes based on ingredient availability or customer request.
- Planned menus for different events, seasons and customer requests.
- Provided support during peak business hours, ensuring smooth service flow while maintaining high-quality output.
- Followed orders from head chef to establish productive and timely preparation of meals.
- Operated dishwasher and manually washed dishes to clean all chinaware, silverware, and cooking utensils.
- Ensured customer satisfaction by paying close attention to dietary restrictions and special requests.
- Conserved resources by utilizing proper portion control techniques during meal preparation.
- Reduced ingredient shortages, carefully managing inventory and signaling low stock items.
- Fostered positive team atmosphere, aiding in training of new kitchen staff.
- Played key role in special events catering, ensuring high-quality food production under pressure.
- Maintained high standards of cleanliness, ensuring safe and hygienic work environment.
- Improved customer satisfaction with timely preparation of ingredients, speeding up overall service time.
- Prioritized and re-prioritized kitchen tasks based on fluctuating demands.
- Contributed to consistent customer satisfaction rating by producing high-quality food and providing timely service.
- Coordinated checklists to keep kitchen clean, stocked and sanitary.
- Managed opening and closing shift kitchen tasks.
Wedding/Event Cake Consultant
Famous Creations
Fairfield, CA
06.2019 - 03.2020
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Developed and maintained strong client relationships, ensuring high levels of satisfaction and repeat business.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Credit Card Sales
Bass Pro Shops
09.2017 - 03.2018
- Collaborated with team members to share best practices, resulting in a more cohesive and efficient salesforce.
- Increased credit card sales by effectively presenting product features and benefits to potential customers.
- Provided excellent customer service by addressing customer concerns and inquiries promptly, improving overall customer experience.
- Developed strong rapport with clients through honest communication and exceptional service delivery.
- Participated in ongoing training programs to stay current on industry trends, enhancing product knowledge and sales skills.
- Maintained detailed records of all sales activities, ensuring accurate reporting and performance analysis.
- Leveraged strong analytical abilities to assess individual client''s financial situations accurately, offering sound recommendations based on their needs.
- Coordinated with other departments to verify timely and accurate processing of credit card applications and payments.
- Assisted customers with questions and inquiries to provide information regarding credit card accounts.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Customer Service Coordinator
A Active Pest Control
Virginia Beach, VA
06.2015 - 08.2016
- Responded to customer needs through competent customer service and prompt problem-solving.
- Mentored junior team members, fostering a positive work environment and boosting overall team performance.
- Coordinated logistics for customer orders.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Developed relationships with key clients, fostering loyalty and repeat business through personalized attention and support.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
- Leveraged strong product knowledge to educate customers about available options and assist them in making informed purchasing decisions.
- Took ownership of customer issues and followed problems through to resolution.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Explained charges, fees, terms of sales, and service agreements to over 30 customers daily.
- Researched and corrected customer concerns to promote company loyalty.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Followed through with client requests to resolve problems.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Ombudsman
USS Bainbridge
06.2012 - 09.2014
- Self-motivated, with a strong sense of personal responsibility.
- Worked well in a team setting, providing support and guidance.
- Worked flexible hours across night, weekend, and holiday shifts.
- Strengthened communication skills through regular interactions with others.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Skilled at working independently and collaboratively in a team environment.
- Trained active duty and military families about military resources available and military protocols through training sessions
Education
B.S. Business Administration - Business Administration
Colorado Technical University
Colorado Springs, CO 08.2024 - 05.2012
Skills
Upselling proficiency
Telephone reservations
Phone Etiquette
Call Control
VMWare, Cisco, Salesforce CRM, Microsoft Teams, Google Suites, Microsoft Office,
Teamwork and collaboration
Problem-solving
Time management
Ability to work independently and remotely
Communication Skills
Effectively communicated with coworkers located in the office or remote locations utilizing different methods such as phone, text, email, or instant message in order to resolve customer issues and decrease the chance of contract cancellation.
Acknowledged, empathized, and found personalized solutions to customer issues by utilizing active listening skills and asking discovery questions in order to assist customers with their needs (setting up appointments, cancellations, or general information).
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
B.S. Business Administration - Business Administration
Colorado Technical University
08.2024 - 05.2012
Career Break
Career Break
02.2024 - Current
Reservation Agent Level 2
PetSmart, Inc.
11.2022 - 02.2024
Customer Service Retention
Advanced Call Center
03.2022 - 11.2022
Planned Career Break
None At This Time
12.2021 - 03.2022
Prep Cook
Washington Commons
02.2021 - 11.2021
Wedding/Event Cake Consultant
Famous Creations
06.2019 - 03.2020
Credit Card Sales
Bass Pro Shops
09.2017 - 03.2018
Customer Service Coordinator
A Active Pest Control
06.2015 - 08.2016
Ombudsman
USS Bainbridge
06.2012 - 09.2014