DONALD MOORE JR
COLUMBIA,US
Summary
Adept at technical troubleshooting and maintaining high customer satisfaction, leveraging organizational skills and a patient demeanor to enhance service levels. Proactive approach resulted in a significant increase in repeat business, showcasing ability to meet and exceed employer and customer expectations.
Overview
4
4
years of professional experience
Work History
Tier 2 Member Services Representative
Velera
02.2025 - Current
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
Customer Service Representative
Afni Inc, Verizon
07.2024 - 01.2025
- 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.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
Customer Service Representative
ResultsCX
12.2022 - 02.2024
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Organized, sorted, and checked input data against original documents.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Maintained high levels of customer retention with proactive relationship-building strategies.
Tier 2 Technical Support Representative
Continuum
03.2022 - 10.2022
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Configured hardware, devices and software to set up work stations for employees.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
Customer Service Representative
TTEC
09.2021 - 03.2022
- Provide customers with information for third party sites regarding COVID-19 vaccinations for booster shots and COVID19 third doses.
- Assist customers with setting up appointments to receive their first and/or second doses of Moderna, Pfizer and Johnson & Johnson vaccinations.
- Assist customers with homebound appointments who are unable to travel to receive the COVID-19 vaccinations.
- Used tools via customer given information to provide testing sites, third party sites (Address, Contact Information, and Hours of Operation).
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Bachelor of Science - Cyber Security
ITT Technical Institute
Columbia, SC09.2014
Associate of Applied Science - Computer Networking Systems
ITT Technical Institute
Columbia, SC12.2010
Skills
- Technical Troubleshooting
- Customer Service
- Issue Resolution
- Data Entry
- Account Management
- Sales
- POS Systems
- Call Management
- Problem Solving
- Customer Retention
- Strong work ethic
- Up-selling strategies
Languages
English
Awards
- Top 15 Customer Service Representative of 2024 at Afni Inc, Verizon
- Top 15 in Phone Add A Line of 2024 at Afni Inc, Verizon
Timeline
Tier 2 Member Services Representative
Velera
02.2025 - Current
Customer Service Representative
Afni Inc, Verizon
07.2024 - 01.2025
Customer Service Representative
ResultsCX
12.2022 - 02.2024
Tier 2 Technical Support Representative
Continuum
03.2022 - 10.2022
Customer Service Representative
TTEC
09.2021 - 03.2022
Bachelor of Science - Cyber Security
ITT Technical Institute
Associate of Applied Science - Computer Networking Systems
ITT Technical Institute
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