Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Cassandra Moore

Cassandra Moore

Sapulpa,OK

Summary

Personable and dedicated. Remote and on-site call center experience. Seeking Remote Customer Service Representative/Technical Support role. Developed exceptional customer relations and communication skills in fast-paced environment. Proven track record in utilizing CRM software, managing high volumes of calls and emails, and resolving customer issues efficiently. Skilled in de-escalating tense situations, providing technical support, and ensuring customer satisfaction through exceptional communication and problem-solving abilities.

Overview

34
34
years of professional experience
1
1
Certification

Work History

Customer Service Associate

FISERV Solutions, LLC
01.2024 - 10.2024
  • Utilized CRM software to track customer interactions, update account information, and document case details
  • Effectively handled escalated situations by remaining calm under pressure and de-escalating tense conversations with upset customers
  • Resolved billing discrepancies promptly by working closely with the financial institution to investigate and correct errors
  • Processed returns and exchanges
  • Assist customers with navigating apps and website
  • Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time targets
  • Provided exceptional customer service by addressing inquiries, resolving complaints, and ensuring customer satisfaction

Technical Support Representative

AT&T
10.2019 - 10.2023
  • Utilized CRM software to track customer interactions, update account information, and document case details
  • Identify/investigate and resolve problems with computer software and hardware
  • Guide users through diagnostic and troubleshooting processes
  • Guide users through self-install of internet equipment and setup of secure wireless connections
  • Provided technical support for customers via phone, email and chat
  • Troubleshot issues on device-specific problems, network performance, and internet connectivity

Help Desk Specialist

Cxloyalty
06.2017 - 08.2019
  • Utilized CRM software to track customer interactions, update account information, and document case details
  • Process redemptions/exchanges
  • Work all emails to the Help Desk
  • Initiate refund requests, Fix rejected PNR's QC/Ticketing, Take calls from clients with disputed charges/refund inquiries
  • Research/Book travel for clients

Medical Records/receptionist

Arbor Village Nursing & Rehabilitation
01.2016 - 07.2016
  • (EMR) Scanning Electronic Medical Records/Documents
  • Medical Terminology
  • E-mail, Fax/File, Multi-Phone line
  • Greet Visitors, Family and Medical Personnel

Store Manager

Murphy Oil
07.2009 - 06.2014
  • Customer Service
  • Recruit, Interview, Hire, Train, Schedule, Evaluate, Coach all Employee's
  • Bookkeeping, Deposits/Receipts
  • Financial Reporting/Forecasting, Purchase, Inventory Control, Loss Prevention, Payroll Processing

Retail Photo Manager

Wolf Camera
07.2000 - 05.2009
  • Customer service
  • Photo Processing/Enhancement
  • Training, Scheduling, Purchasing, Machine Maintenance, Inventory Control, Loss Prevention
  • Digital Electronics, Cash/Credit Card Processing, Multi-Phone line

Retail Photo Manager

Wal-Mart
06.1990 - 06.1999
  • Customer Service
  • Recruit, Interview, Hire, Train, Schedule Coach, Purchase, Book Keeping, Loss Prevention, Inventory control
  • Photo Processing/Enhancement

Education

Administrative Assistant Medical - Medical Technology

Central Technology Center
Sapulpa, OK

Some college - Business Administration and Computer Science

OSU, Institute Technology Center
Okmulgee, OK

High School Diploma -

Kellyville High School
Kellyville, OK

Skills

  • Customer service/support
  • Listening/Empathy
  • Genesys/Coral Softphone
  • CRM, VPN, Avaya
  • Microsoft Windows, MS Office, Word, PowerPoint, Outlook, OneNote
  • Excel
  • Adobe Fresco
  • Task Manager
  • Call center operations
  • Technical Support
  • Account Management
  • Appointment Scheduling
  • Bill-pay Banking/Zelle
  • Medical Terminology

Certification

Certified Medical Administrative Assistant

Timeline

Customer Service Associate

FISERV Solutions, LLC
01.2024 - 10.2024

Technical Support Representative

AT&T
10.2019 - 10.2023

Help Desk Specialist

Cxloyalty
06.2017 - 08.2019

Medical Records/receptionist

Arbor Village Nursing & Rehabilitation
01.2016 - 07.2016

Store Manager

Murphy Oil
07.2009 - 06.2014

Retail Photo Manager

Wolf Camera
07.2000 - 05.2009

Retail Photo Manager

Wal-Mart
06.1990 - 06.1999

Administrative Assistant Medical - Medical Technology

Central Technology Center

Some college - Business Administration and Computer Science

OSU, Institute Technology Center

High School Diploma -

Kellyville High School

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Cassandra Moore