Davina Moore
Memphis,TN
Summary
Experienced and results-oriented customer service professional with management experience. Highly motivated with over 15 years of experience consistently exceeding customer expectations by actively listening to concerns, promptly resolving complex issues, and maintaining a positive and empathetic demeanor, resulting in consistently high customer satisfaction scores. Recognized for building high-performance teams that consistently surpass employer goals and exceed customer expectations.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Contact Representative- Amended Returns Division
INTERNAL REVENUE SERVICE
05.2023 - Current
- Performed independent examinations and investigations of intricate income tax returns filed by individuals and business entities.
- Investigated Internal Revenue Code, regulations, and revenue rulings to ascertain accurate tax liability.
- Analyzed and assessed accounting systems to ensure accuracy in complex financial operations.
- Corresponded with taxpayers via incoming calls and U.S. mail. Solving tax issues, current and prior year tax returns, refunds, and balances due.
- Surpassed minimum pass threshold of a 3.0 CER score by maintaining high performance levels annually.
Consumer Sales Agent
AMERICAN HOME SHIELD
02.2022 - 04.2023
- Drove the sale of home warranty plans by being well-versed in limitations related to contract queries.
- Delivered targeted outcomes by finalizing DTC deals and retention initiatives.
- Sustained unmatched lead conversion efficiency at 60.70% over six months, outperforming a team of 32 professionals.
- Maintained an average QA score of 88% for half a year.
- Recognized as leading sales agent among team for six consecutive months.
Remote Sales Customer Service Representative
TruGreen
05.2019 - 01.2022
- Facilitated communication through calls and chats for diverse sales processes.
- Ensured provision of complete information and assistance to TruGreen clients by accurately entering data during interactions.
- Analyzed client demands to provide customized solutions.
- Ranked consistently in the top 20% of monthly sales performers.
Front Desk Auditor
Hilton Garden Inn Hotel
08.2017 - 08.2019
- Reconciled financial records from daytime operations.
- Supervised front desk operations, ensuring seamless handling of guest check-ins.
- Scheduled wake-up calls and coordinated concierge services tailored to guest preferences.
- Directed cross-departmental coordination effectively.
- Generated invoices, bills, and checks for vendors, employees, and contractors.
- Verified completion of end-of-day tasks across departments.
Remote Team Lead Health Insurance Call Center Agent
Connexion Point
07.2017 - 01.2019
- Facilitated selection and onboarding of individuals into appropriate Medicare plans.
- Guided members in understanding healthcare systems, focusing on benefits and available services.
- Monitored complete and accurate logs of correspondence with current members as well as potential prospects.
- Managed operational activities across Windows and Linux environments.
Escalation Department/ Tech Support Agent/ Verizon Wireless (Contract) Call center
Conduit Global
06.2015 - 06.2017
- Implemented strategies to convert potential cancellations into retained accounts.
- Appiled the 3 R (respond, resolve, respect) and demonstrated AER (acknowledge, empathy and respect)
- Directed and supported a team of 16 with escalated tier 3 calls across inbound operations.
- Increased sales among new and existing Verizon Wireless customers.
- Designed comprehensive training programs addressing tier 2 technical issues.
Contact Center Products and Services Banker/ Loan Processor
REGIONS BANK CALL CENTER
11.2012 - 04.2015
- Resolved inquiries and implemented corrective measures to manage daily operational challenges.
- Handled transactions such as money transfers, deposits, and withdrawals.
- Achieved 100% success rate by adhering to performance quotas for departmental records retention policies.
- Audited file records to identify and correct discrepancies.
- Facilitated the Loan Officer's workload by managing essential application procedures.
Payroll Processor
Paychex, Inc.
01.2007 - 09.2012
- Designed and configured computer input forms.
- Ensured accurate calculations of wages, deductions, and postings.
- Verified computed wages and ensured to correct mistakes to assure payroll accuracy
- Enhanced efficiency in transmitting data files by adhering to defined standards.
- Generated recurring reports detailing overall revenue, taxes, and deductions.
- Oversaw garnishment, leave without pay records, and tax-exempt wages.
- Produced and distributed paychecks to employees.
Education
Bachelor of Business Administration -
Victory University
Memphis, TNCertification Dental Assistant - Dental Assisting
Tennessee College of Applied Technology-Memphis
Memphis, TNSkills
- Data Entry
- Type 50 words per minute
- Microsoft Office/ Outlook
- Microsoft Teams
- Billing
- Web mail/ chat
- GSuite
- Cash handling
- Spreadsheets
- Project Management
- Computer literacy
- Payroll
- Auditor
- QuickBooks
- Tax Forms
- Financial reports
- Product knowledge
- Meeting quotas
- Customer Service
- Remote service
Assessments
- Attention to Detail: Inventory, Proficient, 11/01/19
- Personality: Hard-Working, Proficient, 08/01/19
- Reliability, Expert, 04/01/19
- Cognitive Ability, Highly Proficient, 04/01/19
- Customer Focus & Orientation, Proficient, 04/01/19
- Customer Focus & Orientation, Highly Proficient, 02/01/20
- Customer focus & orientation, Proficient, 09/01/21
- Business math, Familiar, 10/01/21
- Administrative assistant/receptionist, Expert, 04/01/20
- Basic computer skills, Proficient, 05/01/22
- Sales skills, Expert, 09/01/21
Additional Information - Notes
Have OnQ and Opera experience in front desk and audit.
Personal Information
Authorized To Work: US
Certification
- CCEP (Certified Customer Experience Professional)
- State Driver's License
Timeline
Contact Representative- Amended Returns Division
INTERNAL REVENUE SERVICE
05.2023 - Current
Consumer Sales Agent
AMERICAN HOME SHIELD
02.2022 - 04.2023
Remote Sales Customer Service Representative
TruGreen
05.2019 - 01.2022
Front Desk Auditor
Hilton Garden Inn Hotel
08.2017 - 08.2019
Remote Team Lead Health Insurance Call Center Agent
Connexion Point
07.2017 - 01.2019
Escalation Department/ Tech Support Agent/ Verizon Wireless (Contract) Call center
Conduit Global
06.2015 - 06.2017
Contact Center Products and Services Banker/ Loan Processor
REGIONS BANK CALL CENTER
11.2012 - 04.2015
Payroll Processor
Paychex, Inc.
01.2007 - 09.2012
Bachelor of Business Administration -
Victory University
Certification Dental Assistant - Dental Assisting
Tennessee College of Applied Technology-Memphis
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