Desirae Moore
Westhampton
Summary
Adept at leading customer service teams, I enhanced team performance and customer loyalty at Pioneer Credit Recovery through expert coaching and effective conflict resolution. Skilled in data management and team leadership, I excel in creating positive outcomes, demonstrating a significant improvement in customer satisfaction and team collaboration.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
6
6
years of professional experience
Work History
Customer Service Team Lead
Pioneer Credit Recovery
02.2022 - Current
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
Customer Service Representative
Mrs Bpo LLC
11.2018 - 09.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
New Jersey Youth Challenge Academy
Fort Dix , NJ 03-2012
Skills
- Customer satisfaction
- Policy enforcement
- Professional telephone demeanor
- Customer relations
- Team management
- Telephone etiquette
- Data management
- Inbound call answering
- Teamwork and collaboration
- Multitasking and prioritizing
- Excellent communication
- Organizational skills
- Team leadership
- Active listening
- Task prioritization
Timeline
Customer Service Team Lead
Pioneer Credit Recovery
02.2022 - Current
Customer Service Representative
Mrs Bpo LLC
11.2018 - 09.2021
High School Diploma -
New Jersey Youth Challenge Academy
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