Summary
Overview
Work History
Education
Skills
Affiliations
Personal Information
Timeline
Generic

Diamond Moses

Birmingham,US

Summary

Professional with strong background in customer support, excelling in conflict resolution, communication, and problem-solving. Known for fostering collaborative team environment and adapting to changing needs to ensure customer satisfaction. Skilled in handling multiple tasks efficiently, leveraging empathy and active listening to build rapport with clients and team members alike.

Overview

9
9
years of professional experience

Work History

Remote Customer Service Agent

Wells Fargo
07.2024 - 05.2025
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
  • Streamlined communication processes for improved information exchange between customers and team members.
  • Self-motivated, with a strong sense of personal responsibility.

Customer Support Specialist

Brooks Equipment
01.2022 - 05.2023
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.

Receptionist

UAB Medicine
04.2020 - 01.2022
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Answered central telephone system and directed calls accordingly.

Crew Member to Shift Manager

McDonald's
09.2016 - 04.2020
  • Upheld high standards of productivity and quality in operations.
  • Provided excellent customer service to maintain a positive atmosphere for guests.
  • Maintained an organized work area to ensure efficient operations.

Education

MEDICAL ASSISTANT -

Fortis Institute
Birmingham, Al
01-2022

CERTIFIED NURSING ASSISTANT -

Dannon Project
Birmingham, AL
09.2021

PATIENT CARE TECHNICIAN -

Dannon Project
Birmingham, AL
08.2021

Skills

  • Problem resolution
  • Outstanding communication skills
  • Active listening
  • Windows administration
  • Payment processing
  • Customer relationship management (CRM)
  • Experience working remotely
  • Data entry
  • Cultural sensitivity
  • Typing speed up to 60 wpm
  • Handled 75 calls a day
  • CRM software

Affiliations

  • Awarded Top Performer in month three of starting my call center career!
  • Loves hiking and biking
  • Former athlete playing seven sports in school

Personal Information

Timeline

Remote Customer Service Agent

Wells Fargo
07.2024 - 05.2025

Customer Support Specialist

Brooks Equipment
01.2022 - 05.2023

Receptionist

UAB Medicine
04.2020 - 01.2022

Crew Member to Shift Manager

McDonald's
09.2016 - 04.2020

CERTIFIED NURSING ASSISTANT -

Dannon Project

PATIENT CARE TECHNICIAN -

Dannon Project

MEDICAL ASSISTANT -

Fortis Institute

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