Brianna Moore
Rockville,MD
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
4
4
years of professional experience
2
2
years of post-secondary education
Work History
Local Hire Customer Service Representative
Federal Emergency Management Agency
Hyattsville, MD
06.2022 - 10.2022
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Tracked customer service cases and updated service software with customer information.
Ethics Specialist
National Institutes of Health/National Cancer Institute, NIH/NCI
Rockville, MD
07.2019 - 08.2019
- Improved office workflow and optimized project outcomes by acquiring and organizing essential information, creating and maintaining relevant documents, and entering all project management data into computer systems
- Delivered world-class customer service by prioritizing and managing competing priorities and multiple clients' needs, and escalating situations for additional support
- Enhanced company productivity and organizational efficiency by managing seamless office communications, directing inquiries to appropriate staff, and ensuring total policy compliance through evaluation of internal rules and regulations.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Followed all company policies and procedures to deliver quality work.
Research Associate
Titanhouse
Bethesda, MD
05.2018 - 09.2018
- Advanced research operations by collecting, scrubbing, and analyzing large data sets, using both qualitative and quantitative processes, and producing data reports and presentations in collaboration with stakeholders, team members, and vendors
- Boosted data production by 40% and effectively presented data to executives by cooperating cross-functionally with internal departments
- Partnered with cross-functional teams to ensure high-quality outputs, including formal presentations, reports, policy briefs, technical documents, and articles, and facilitated successful meetings with stakeholders.
- Gathered, arranged, and corrected research data to create representative graphs and charts highlighting results for presentations.
- Helped team meet regulatory requirements by coordinating documentation and filings.
Quality Control Specialist
Nan McKay & Associates
01.2021 - 01.2022
- Optimized housing application process by processing 40% of incoming applications and identifying errors, inaccuracies, and incorrect submissions with excellent attention to detail and top-notch customer service expertise
- Produced comprehensive bi-weekly reports by using Salesforce, providing valuable insights into the quality of small and large projects, identifying areas for improvement, and driving successful project outcomes.
Sales Associate
Macy's
Bethesda, MD
09.2018 - 08.2019
- Provided positive first impressions to welcome existing, new, and potential customers.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Engaged with customers to effectively build rapport and lasting relationships.
- Solved customer challenges by offering relevant products and services.
- Engaged with customers to build rapport and loyalty.
- Answered customer questions about sizing, accessories, and merchandise care.
Education
Master of Public Administration - Healthcare Administration
Liberty University
Lynchburg, VA 08.2019 - 05.2021
Bachelor of Science - General Biology
Bowie State University
Bowie, MDIntroduction to Statistics, Certificate - undefined
Stanford University
2021) Data Analytics Certificate | IBM, Coursera (2021 - undefined
Skills
Project Planning & Managementundefined
Timeline
Local Hire Customer Service Representative
Federal Emergency Management Agency
06.2022 - 10.2022
Quality Control Specialist
Nan McKay & Associates
01.2021 - 01.2022
Master of Public Administration - Healthcare Administration
Liberty University
08.2019 - 05.2021
Ethics Specialist
National Institutes of Health/National Cancer Institute, NIH/NCI
07.2019 - 08.2019
Sales Associate
Macy's
09.2018 - 08.2019
Research Associate
Titanhouse
05.2018 - 09.2018
Bachelor of Science - General Biology
Bowie State University
Introduction to Statistics, Certificate - undefined
Stanford University
2021) Data Analytics Certificate | IBM, Coursera (2021 - undefined
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