Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Charity Moors

Brownsville,PA

Summary

Articulate and highly-skilled Inbound Call Center Representative who provides accurate and friendly customer service. Manages customer inquiries daily in a fast-paced environment to meet deadlines while working within strict metrics. Drives loyalty and strengthens customer relationships through exceptional experiences and valuable insights.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Inbound Call Agent

ContactUS Communications
05.2023 - Current
  • Managed over 50 customer calls per shift to offer callers product and service information quickly and efficiently, resulting in high satisfaction ratings through proactive one-call resolutions of customer issues.
  • Built positive relationships with customers by offering advice and assistance, while paying attention to special needs or wants. Providing empathy, and friendly greetings when answering calls to create positive inbound calling experiences for customers.
  • Utilized customer service software to manage interactions, track customer service cases, and update service software with customer information.

Licensed Benefits Representative

American Income Life Insurance Company
11.2022 - 01.2023
  • Mastered state and Federal benefit laws including ERISA, FMLA, COBRA, HIPPA, AND 401k administration to aid in plan participants by explaining benefits information to ensure educated selections.
  • Built good rapport with each member to ensure understanding of each member's specific needs and concerns, resulting in repeated business and high customer satisfaction.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Customer Service Liaison

Moors Pet Sitting
12.2017 - 11.2022
  • Answered over 50 inbound calls, chats, and emails to facilitate outstanding customer service to new and long-standing customers by attending closely to concerns and developing solutions. Promoting high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Set up and activated customer accounts. Informed customers about billing procedures, processed payments, and provided payment options setup assistance, upholding quality control policies and procedures to increase customer satisfaction.
  • Developed strong customer relationships to encourage repeat business. Fielded customer complaints and queries, fast-tracking for problem resolution. De-escalated problematic customer concerns, maintaining calm and friendly demeanors.

Education

High School Diploma -

PA Charter School
Pittsburgh, PA
06.2014

Skills

  • Compassion and Empathy
  • Attention to detail and high focus
  • Adaptability & Flexibility
  • Website Navigation
  • Customer Service Experience
  • Dependable and Consistent

Certification

  • Licensed Life Insurance Agent - October 27, 2022-March 31, 2025

Timeline

Inbound Call Agent

ContactUS Communications
05.2023 - Current

Licensed Benefits Representative

American Income Life Insurance Company
11.2022 - 01.2023

Customer Service Liaison

Moors Pet Sitting
12.2017 - 11.2022

High School Diploma -

PA Charter School

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Charity Moors