Erica Moore
Mabelvale,AR
Summary
Professional with diverse work experience, knowledge, and acquired skills, including exceptional customer service, clerical and administrative experience, analyzing and critical thinking skills, organization, experience with various technologies and software, teamwork and leadership Skills, time management, strong verbal and written communication. Experienced and motivational call center team lead knowledge on how to inspire team members to reach company goals and objectives. Excellent supervisory and communications skills. Strong experience with Customer Service. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
21
21
years of professional experience
5
5
years of post-secondary education
Work History
Fidelity
Fraud Associate 1
Littlerock , CA
2022.10 - Current
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proven ability to learn quickly and adapt to new situations.
- Self-motivated, with a strong sense of personal responsibility.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Resolved problems, improved operations and provided exceptional service.
- Organized and detail-oriented with a strong work ethic.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
Scheduler/Customer Service Rep
Little Rock
Little Rock , ARKANSAS
2014.04 - 2022.09
- Responsible for responding and resolving different consumer inquiries mainly by phone regarding banking activities verifying activity on credit, debit, and prepaid accounts, which require critical thinking skills Receive calls to verify activity on Credit, Debit and Prepaid cards with the cardholders and our Issuers stay in line with fraud trends
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained staff on operating procedures and company services.
- Trained new personnel regarding company operations, policies and services.
Team Lead
Southeastrans
Little Rock , AR
2020.01 - 2022.07
- (i) Motivated team of call center operators on both inbound and outbound calls
- (ii) Supervised inbound team to make certain they answered questions knowledgeable and thoroughly
- Provided exceptional customer service to develop strong client relationships, meeting with clients daily and maintaining contact via phone and email
- (iii) Motivated team to meet monthly goals
- (iv) Performed Spot checks listening in on calls to make certain team followed scripts
- (v) Operated various systems including insight, talk desk, outlook mail, excel, DocLink, etc
- To successfully complete a variety of assigned tasks
- Collaborated with department supervisors to ensure operational consistency and channel alignment
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Audited team performance and compliance with Type and Type standards.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Built strong relationships with customers through positive attitude and attentive response.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Held weekly team meetings to inform team members on company news and updates.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
Customer Service Representative
2014.04 - 2019.03
- I) Practiced exceptional customer service to address member’s needs, issues and inquiries
- (ii) Applied acquired knowledge and utilized available tools and resources to identify proper resolutions for members
- (iii) Scheduled appointments for numerous members for Medicaid transportation
- (iv) Developed strong communication skills working with Dispatcher, Providers to determine if members had transportation
- (v) Operated a multi-line phone system to transfer inbound calls from potential and existing clients to proper personnel.
Collections/ Customer Service
Allied/Nuvell
Little Rock , ARKANSAS
2006.08 - 2009.05
- (i) Practiced exceptional customer service to address customers with billing needs, issues, and inquires
- (ii) Applied acquired knowledge and utilized available tools and resources to identify proper resolutions for customer problems
- (iii) Processed and resolved a high volume of customer inquiries for Nuvell Finical services.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Developed and documented collection procedures and policies to comply with government regulations.
- Analyzed customer financial records to determine appropriate payment plan.
- Established relationships with customers to encourage payment of delinquent accounts.
- Researched billing errors and discrepancies to initiate corrective action.
- Responded to customer inquiries and provided detailed account information.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Worked with customer to create debt repayment plan based on current financial condition.
Customer Service Representative
International Computer systems, Little
Little Rock , ARKANSAS
2002.06 - 2006.08
- AR (i) Obtained knowledge of products and up-to-date training to provide resolutions and answers to customer issues and inquiries via phone
- (ii) Delivered excellent customer service, providing timely and accurate information, to maintain positive and lasting customer relationships
- (iii) Acted as first point of contact for general inquiries, offering information including pricing and new products.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Trained new personnel regarding company operations, policies and services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
High School -
Hall High School
Little Rock, AR 1999.06 - 2002.05
Some College -
Pulaski Technical College
North Little Rock, AR 2003.08 - 2005.05
Skills
Organization and Time Management
undefinedTimeline
Fidelity
Fraud Associate 1
2022.10 - Current
Team Lead
Southeastrans
2020.01 - 2022.07
Scheduler/Customer Service Rep
Little Rock
2014.04 - 2022.09
Customer Service Representative
2014.04 - 2019.03
Collections/ Customer Service
Allied/Nuvell
2006.08 - 2009.05
Some College -
Pulaski Technical College
2003.08 - 2005.05
Customer Service Representative
International Computer systems, Little
2002.06 - 2006.08
High School -
Hall High School
1999.06 - 2002.05
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