Outlook, Gmail, Word, Excel, Google Docs and Sheets
Danielle Moore
Senior Customer Representative Technical Support
El Dorado,AR
Summary
Customer service professional with strong background in managing customer interactions and resolving issues promptly. Committed to enhancing team collaboration and achieving consistent results. Recognized for adaptability in dynamic environments and proficiency in handling customer concerns and inquiries.
Overview
12
12
years of professional experience
1
1
year of post-secondary education
Work History
Senior Customer Service Representative
Conduent
04.2017 - 04.2025
- Delivered multi-channel customer support, resolving inquiries with empathy and efficiency.
- Achieved first-contact resolution on over 100 incoming calls, boosting customer satisfaction.
- Mentored and trained over 100 new hires, improving team productivity.
- Led troubleshooting for mobile devices and provided digital wallet setup/support (Apple Pay, Apple Wallet).
- Educated customers on device insurance and facilitated repair/replacement processes.
Customer Service Representative
Direct Interactions
08.2015 - 08.2017
- Managed parking enforcement support for 500 + customers resolving violations, handling boot releases, and guiding payment plans.
Customer Service Representative
Virtually At Home
08.2016 - 04.2017
- Handled tax support inquiries for 100 + Intuit TurboTax customers via phone and web chat while also resolving technical/product-related concerns while maintaining service metrics.
Customer Service Representative
Alpine Access
08.2013 - 08.2015
- Provided wireless billing support and technical assistance for 100 + calls with mobile device issues including nano SIM orders.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Skills
- Customer Support & Relationship Management
- Conflict Resolution & Problem-Solving
- Mentorship & Training
- Multi-Channel Support (Phone, Email, Chat)
- Device & Software Troubleshooting
- Communication & Active Listening
- Complaint resolution
- Call control
- Proficient with emails (Outlook or Gmail), Word, Excel, Google Docs and Sheets
- Able to work in groups and be a team player
- Able to work independently when tasks are given
Education
No Degree - Photography And Web Development
Art Institute of Pittsburgh
Pittsburgh, PA 08.2009 - 05.2010
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Timeline
Senior Customer Service Representative
Conduent
04.2017 - 04.2025
Customer Service Representative
Virtually At Home
08.2016 - 04.2017
Customer Service Representative
Direct Interactions
08.2015 - 08.2017
Customer Service Representative
Alpine Access
08.2013 - 08.2015
No Degree - Photography And Web Development
Art Institute of Pittsburgh
08.2009 - 05.2010
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