Erica Moore
Suwanee,GA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Premier Service Consultant
AT&T
07.2016 - Current
- Enhanced customer satisfaction by addressing and resolving service-related issues promptly.
- Streamlined service processes for increased efficiency and improved customer experience.
- Consistently met or exceeded monthly sales goals by identifying upselling opportunities during client interactions.
- Maintained accurate records of all client interactions within company CRM software, ensuring seamless handovers between team members when required.
Account Manager
Wesgate Vacation Villas
01.2015 - 02.2016
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
Customer Service Team Leader
Splitsville Luxury Lanes
11.2012 - 02.2015
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Implemented quality assurance measures to maintain consistency in customer interactions and service delivery.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Sought ways to improve processes and services provided.
Education
Master of Science - Human Resources Management
Keller Graduate School
Orlando, FLBachelor of Arts - Multimedia And Graphic Design
DeVry University
Orlando, FLAssociate of Arts - Theater Arts
American Musical And Dramatic Academy - New York
New York, NYSkills
- Networking
- Marketing Strategies
- Staff education and training
- Complaint resolution
- Customer Relations
- Customer Retention
- CRM Software
- Customer Service
Timeline
Premier Service Consultant
AT&T
07.2016 - Current
Account Manager
Wesgate Vacation Villas
01.2015 - 02.2016
Customer Service Team Leader
Splitsville Luxury Lanes
11.2012 - 02.2015
Master of Science - Human Resources Management
Keller Graduate School
Bachelor of Arts - Multimedia And Graphic Design
DeVry University
Associate of Arts - Theater Arts
American Musical And Dramatic Academy - New York
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