Erica Moore
Morrow,Ga
Summary
Experienced customer service leader with over 5 years of experience in analyzing and solving customer problems. Skilled at identifying needs and developing effective plans of action to provide assistance. Excited to bring proven skills in multitasking and customer enthusiasm.
Overview
8
8
years of professional experience
Work History
Disability & Leave Customer Care Specialist
Amazon HR
Remote, GA
01.2020 - 01.2023
- Served as first point of contact for leave, disability, and health insurance related questions.
- Managed over 60 customer calls per day.
- Building customers trust through empathetic personalized conversations.
- Updated account information to maintain customer records.
- Adhered to company requirements regarding the determination of claims related to workers compensation, medical procedures, & documentation.
- Clarified customer issues and determined root cause of problems to resolve customer complaints.
Lead Customer Service Specialist
Kelly Connect Services
Remote , GA
02.2019 - 03.2020
- Reviewed associate performance to identify training needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
Customer Service-Sales Specialist
William Sonoma Inc.
Braselton, GA
02.2015 - 12.2018
- Delivered superior customer service to retain existing customers and attract future customers.
- Increased customer sales and promotions to build rapport, boost traffic, and increase customer loyalty.
- Handled customer inquiries and high-volume calls to solve billing and order problems, independently resolving 96% of issues.
- Exceeded call monitoring expectations through accurate reporting and processing.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Education
Associate of Science - Business Administration And Management
Liberty University
Lynchburg, VA05.2021
High School Diploma -
James Madison Online High School
05.2014
Skills
- Customer Support
- Microsoft Office Suite
- Time Management
- Multitasking
- Medical Terminology
- Case Resolution
- Billing Support
- Excellent Written & Verbal communication
Timeline
Disability & Leave Customer Care Specialist
Amazon HR
01.2020 - 01.2023
Lead Customer Service Specialist
Kelly Connect Services
02.2019 - 03.2020
Customer Service-Sales Specialist
William Sonoma Inc.
02.2015 - 12.2018
Associate of Science - Business Administration And Management
Liberty University
High School Diploma -
James Madison Online High School
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