Destini Moore
Charlotte,NC
Summary
Dedicated and detail-oriented Customer Service Specialist with over 10 years of experience in customer service and call centers. Skilled at prioritizing, completing multiple tasks simultaneously, and following through to achieve goals. Flexible and goal-oriented team player with expertise in scheduling, customer relationship management, and document control. Dependable self-starter seeking to expand my Customer Service career.
Overview
11
11
years of professional experience
Work History
Escalation Supervisor
WEC Energy
Charlotte, NC
07.2013 - Current
- Handle natural gas inquiries in a call center environment, including processing applications and adhering to confidential information handling procedures.
- Organize team events and assist with training and nesting.
- Apply expanded knowledge in increasingly complex situations and acquire more knowledge continuously.
- Deliver tasks independently in accordance with established procedures and guidelines in a timely manner, meeting deadlines appropriately.
- Ensure the accuracy and completeness of submitted claims.
- Escalate claims issues and concerns to management.
- Make routine and non-routine decisions applying discretion within the role, except for matters of significance.
- Provide diverse information and perform a range of tasks and transactions related to common programs and services.
- Offer routine responses and diverse information to junior team members' questions to support organizational capabilities.
- Review and provide specific information to increasingly complex questions or concerns, explaining the effects on the customer’s service experience and suggesting process improvements.
- Create daily reports on team performance and present them weekly.
- Monitored team performance metrics such as average wait time, abandon rate, and surveys/customer satisfaction scores.
Education
Certified Nursing Assistant -
02.2013
West Mecklenburg High School
06.2012
Skills
- Performance Analysis
- Operations Management
- Employee Relations
- Product and service knowledge
- Customer rapport building
- Coaching and Mentoring
Timeline
Escalation Supervisor
WEC Energy
07.2013 - Current
Certified Nursing Assistant -
West Mecklenburg High School