Avalon Mooney
Baton Rouge,LA
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player , with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Hardworking and motivated professional with several years of experience and record of success in industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with customers to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.
Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
8
8
years of professional experience
Work History
Manager
Walmart
Baton Rouge, LA
05.2019 - Current
- Implemented process improvements, resultingin an increase in operational efficiency.
- Managed risk by developing and implementing effective risk management strategies.
- Worked effectively in team environments to make the workplace more productive.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Operated a variety of machinery and tools safely and efficiently.
- Operated equipment and machinery according to safety guidelines.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Managed inventory and supplies to ensure materials were available when needed.
- Recognized by management for providing exceptional customer service.
- Maintained updated knowledge through continuing education and advanced training.
- Completed day-to-day duties accurately and efficiently.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Identified needs of customers promptly and efficiently.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Assisted with customer requests and answered questions to improve satisfaction.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Created detailed documentation outlining requirements, procedures, processes. related to the module's development cycle.
- Hand-assembled needed parts with bolts and screws.
- Prepared for work to be completed by studying assembly instructions, blueprint specifications and part lists.
- Drafted high-level project outlines and documentation for distribution to internal participants and external stakeholders.
- Monitored module performance to ensure adherence to project objectives and deadlines.
- Collaborated with other departments such as marketing or customer service to ensure successful product launches.
- Guided personnel on overall project direction and alignment with prescribed business goals.
- Met or exceeded target for on-time customer shipments.
- Participated in designing diagnostics and quality assurance frameworks to analyze completed solutions.
Remote Customer Experience Associate Apple Inc.
Apple
Baton Rouge, LA
08.2022 - 04.2025
- Conducted research on competitor offerings to stay ahead of industry trends.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Encouraged and collected customer testimonials for marketing purposes.
- Delivered Tier 1 support to Apple customers via voice and chat regarding iCloud, Apple ID, iTunes, and billing issues.
- Consistently exceeded SLA targets: AHT, FCR, CSAT.
- Reduced ticket escalations by 20% through proactive scripts.
- Participated in internal CRM beta testing and product training.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Collaborated with sales and marketing teams to align customer service strategies with business goals.
- Resolved customer complaints quickly and professionally.
- Provided exceptional customer service to ensure customer satisfaction.
- Provided detailed product information and assistance to customers, improving product understanding.
- Developed strategies to increase customer loyalty and retention rates.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Monitored social media and online forums to address customer inquiries and feedback.
- Contacted customers about potential service upgrades, new services and account changes.
- Surpassed sales goals through implementation of successful marketing strategies.
- Participated in training sessions related to new products or services offered by the company.
- Resolved customer complaints and issues promptly, ensuring a positive resolution.
- Ensured compliance with company policies regarding returns, exchanges, refunds.
- Answered incoming calls, emails, and chats in a timely manner.
Customer Care Specialist
American Express
Baton Rouge, LA
01.2021 - 07.2022
- Recommended potential products or services after analyzing customer needs.
- Took special orders in person and over telephone, generating additional revenue every month.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Handled high-value client support, billing issues, and travel inquiries.
- Built sustainable relationships and trust with customer accounts through open and interactive communication.
- Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
- Resolved customer issues efficiently by identifying problems, researching solutions, and following up on outcomes.
- Evaluated and identified opportunities to drive process improvements that positively impacted customer experience.
- Adhered to company policies when handling confidential customer information.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
- Maintained up-to-date knowledge of industry trends and customer service best practices.
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
- Supervised and motivated customer service teams to maximize business performance.
- Maintained full PCI compliance handling sensitive data.
- Consistently ranked in top 10% for CSAT scores
ECommerce Customer Support Agent
Wayfair
Baton Rouge, LA
08.2019 - 12.2020
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Performed data entry tasks such as entering new account information into databases.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Supported customers with orders, returns, shipping, and refunds.
- Managed 80+ tickets/day via Zendesk with 95% resolution rate.
- Collaborated with logistics teams during COVID delays.
- Demonstrated excellent problem-solving skills when dealing with difficult customers.
- Maintained and exceeded performance and quality standards, meeting customer support objectives.
- Adhered to all company policies and procedures related to customer service operations.
- Trained new employees on best practices for providing excellent customer service.
- Processed orders accurately and efficiently within established timelines.
- Oversaw daily performance of computer systems.
- Developed strategies for increasing customer satisfaction levels.
- Followed up with customers to ensure their satisfaction with products or services provided.
- Tracked inventory levels and placed orders for replenishment as needed.
Online Support Specialist
Delta Airlines
Baton Rouge, LA
01.2017 - 07.2019
- Generated reports on customer feedback and satisfaction levels.
- Monitored incoming emails and responded to customer inquiries in a timely manner.
- Provided recommendations on ways to improve customer service processes.
- Assisted with bookings, rebookings, cancellations, and SkyMiles.
- Worked across chat queues using Salesforce.
- Maintained productivity benchmarks in a 24/7 remote team.
Education
High School Diploma -
Belaire High School
Baton Rouge, LA05-2015
Skills
- Inventory management
- Project management
- Customer service
- Employee training
- Performance monitoring
- Technical troubleshooting
- Conflict resolution
- Time management
- Sales strategy
- Positive attitude
- Product management
- Reliability
- Professionalism
- Business analysis
- Operations management
- Sales management
- Business development
- Work Planning and Prioritization
- Customer relationship management
- Managing operations and efficiency
- Networking strategies
- Lead generation
- Business planning
- Task delegation
- Team leadership
- Effective communication
- Training and development
- Customer relationship management (CRM)
- Multitasking Abilities
- Analytical thinking
- Problem resolution
- Key performance indicators
- Revenue management
- Innovation management
- Negotiation
- Program development
- Performance tracking and evaluation
- Good judgment
- Professional and courteous
- Recruiting and interviewing
- Adaptability
- Policy and procedure development
- Revenue growth
- Task prioritization
- Performance management
- Performance reviewing
- Performance evaluations
- Policy administration
- Business administration
- Professional demeanor
- Partnership development
- Competitor research
- Profit and loss management
- Cross-functional team management
- Problem-solving
- Problem-solving abilities
- Quality assurance
- Data analysis
- Team collaboration
- Process improvement
- Problem solving
- Written communication
- Organizational skills
- Phone and email etiquette
- Strategic planning
- Client relationships
- Teamwork and collaboration
- Multitasking
- Goal setting
- Kickoff meetings
- Communication
- Business process mapping
- Teamwork
- Analytical skills
- Business correspondence writing
- Critical thinking
- Deadline management
- Strategic thinking
- Deadline driven
- Telephone etiquette
- IT project management
- Decision-making
- Team support
- Staff management
- Active listening
- Contract negotiation
- Workflow Analysis
- Detail-oriented
- Operational strategy
- Creative thinking
- Virtual collaboration
- Team building
- Idea development and brainstorming
- Vendor management
- Social media management
- Content creation
- Audience targeting
- Performance metrics
- Marketing analytics
- Brand promotion
- Influencer collaboration
- Account management
- CRM management
- Product knowledge
- [Software] CRM system proficiency
- Microsoft office
- Training and mentoring
- Sales closing
- Customer service excellence
- Creative problem solving
- Product and service solutions
- Teamwork skills
- Self motivation
- Customer satisfaction measurement
- Prioritization
- Call center experience
- Attention to detail
- Effective time management
- Coordination
- Professional phone voice
- Upselling techniques
- Negotiation strategies
- Customer service orientation
- Issue and complaint resolution
- Emotional intelligence
- Communication skills
- Microsoft exchange
- Inbound call management
- Multitasking Capability
- Order fulfillment
- Cross-selling techniques
- E-Commerce Systems
- Windows 95/98/2000/XP/XP pro/nt
- Microsoft flow
- Windows virtual desktop
- Skype for business
- Cloud computing
- Zoom meeting software
- Microsoft Word
- Computer skills
- Networking
- Analytical
- Planning
Timeline
Remote Customer Experience Associate Apple Inc.
Apple
08.2022 - 04.2025
Customer Care Specialist
American Express
01.2021 - 07.2022
ECommerce Customer Support Agent
Wayfair
08.2019 - 12.2020
Manager
Walmart
05.2019 - Current
Online Support Specialist
Delta Airlines
01.2017 - 07.2019
High School Diploma -
Belaire High School