DONALD W. MOORE JR
Columbia,SC
Summary
Adept at technical troubleshooting and maintaining high customer satisfaction, I leveraged organizational skills and a patient demeanor to enhance service levels at Afni Inc, Verizon. My proactive approach resulted in a significant increase in repeat business, showcasing my ability to meet and exceed employer and customer expectations.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Afni Inc, Verizon
Columbia , SC
07.2024 - Current
- Identified opportunities for upselling additional products or services based on customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Answered customer inquiries and provided accurate information regarding products and services.
- Supported sales team members to drive growth and development.
- Developed strong customer relationships to encourage repeat business.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Answered customer inquiries via phone, email, and chat.
- Provided exceptional customer service to ensure customer satisfaction.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
- Maintained detailed records of customer interactions, transactions, and comments for future reference.
Customer Service Representative
ResultsCX
Columbia, SC
12.2022 - 02.2024
- Answered customer questions about policies and procedures with friendly and knowledgeable approach
- Investigated and resolved customer concerns related to order inquiries and delivery tracking
- Maximized satisfaction by anticipating needs and consistently offering expert support
- Answered inbound calls to handle various concerns, set appointments and close sales
- Met personal, team and company goals in customer service environment
- Addressed and resolved customer concerns and complaints
- Conducted outbound calls to follow up on previous purchases or provide additional support if necessary
Tech Support Tier 2
Continuum
Columbia, SC
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
Columbia, SC
09.2021 - 03.2022
- Provide customers with information for third party sites regarding COVID-19 vaccinations for booster shots and COVID-19 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
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Answered customer telephone calls promptly to avoid on-hold wait times
Customer Service Representative
Teleperformance (FedEx)
Columbia, SC
07.2021 - 09.2021
- Perform administrative/clerical functions, including but not limited to, maintaining files, copying, imaging, answering phones, data entry, sorting/ distributing mail and/or packages
- Verify and complete required documentation and reports
- Provide accurate information and assistance to customers, which includes determining pick-up and/or delivery needs, problem resolution, updating systems to meet customer special handling requirements, selling company services and provide potential leads to sales
- Enter freight shipment information into computer system to include, but not limited to, accurately status shipments, generate freight bills and/or correct freight bills, etc
- Administer freight pick-up process, as required
- Assist customers via phone, e-mail and/or fax in all inquiries, including but not limited to, tracing shipments, rate quotes, tariff discrepancies, billing and/or invoicing questions, etc
- Make freight delivery appointments, as required
- Review drivers' Hours-of-Service logs to ensure accuracy, as required, report discrepancies to appropriate leadership member
- Assist city operations, including but not limited to, checking-in drivers and processing related documentation, coordinating drop-off situations, coordinating driver collections, etc
- Communicate with sales, operations, and other service centers and/or departments to ensure customer's needs are achieved and all issues are resolved
- Reconcile cash and checks collected, prepare deposits, and prepare COD check remittance to customers, as required
- Comply with all applicable laws/regulations, as well as company policies/procedures
- Perform other duties as required
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
C+ Programming Certificate -
Heyward Technology Center
Columbia, SC06.2010
Skills
- Organizational Skills
- Defect Analysis and Resolution
- Issue and Resolution Tracking
- Multitasking and Prioritization
- Attention to Detail
- Error Detection
- Technical Troubleshooting
- Friendly and Patient
- POS Systems and Ordering Platforms
- Order and Refund Processing
- Data Entry and Maintenance
- Customer Retention Strategies
- Product Knowledge
- Consultative Sales
- Call Management
- Scheduling
- Customer Education
- Product Sales
- Account Management
- Customer Service
Languages
English, Native
Accomplishments
- Afni Inc, Verizon - Top 15 Customer Service Representative of 2024
- Afni Inc, Verizon - Top 15 in Phone Add A Line of 2024
Timeline
Customer Service Representative
Afni Inc, Verizon
07.2024 - Current
Customer Service Representative
ResultsCX
12.2022 - 02.2024
Tech Support Tier 2
Continuum
03.2022 - 10.2022
Customer Service Representative
TTEC
09.2021 - 03.2022
Customer Service Representative
Teleperformance (FedEx)
07.2021 - 09.2021
Bachelor of Science - Cyber Security
ITT Technical Institute
Associate of Applied Science - Computer Networking Systems
ITT Technical Institute
C+ Programming Certificate -
Heyward Technology Center
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