Harding B. Mooty
Sahuarita,AZ
Summary
Customer service professional equipped to drive team success and operational efficiency. Proven track record in overseeing customer interactions and implementing best practices to maintain high service standards. Focused on fostering team collaboration and adapting to evolving client needs, with expertise in conflict resolution and performance management.
Overview
27
27
years of professional experience
Work History
Warehouse Associate
Amazon.com Fulfillment Center
11.2019 - Current
- Prepared orders for shipment by picking, packing, and labeling merchandise.
- Consistently met or exceeded productivity targets while maintaining high standards for quality and safety.
- Collaborated with team members to achieve daily targets and complete tasks efficiently.
- Performed inventory control, such as counting, and stocking merchandise.
- Demonstrated adaptability by cross-training in multiple roles within the warehouse, increasing overall workforce flexibility.
Performance Supervisor
American Red Cross
06.2015 - 10.2018
- Supervised a team of 10 – 30 agents.
- Motivated and helped associates to meet metrics that had been set for them by conducting team meetings and coaching sessions.
- Assisted agents with setting and achieving personal and work goals.
- Advised agents of best practices in order to increase productivity.
- Monitored and evaluated agent phone calls in order to provide feedback.
- Handled daily reporting of agent activity and attendance.
Training Specialist
IQor
11.2013 - 11.2014
- Supervised and facilitated new-hire and recurring technical support, customer service and system training.
- Monitored and evaluated trainee calls to provide feedback to representatives and their supervisors.
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
- Provided phone support to customers when necessary.
Trainer
Agero
01.2012 - 11.2013
- Facilitated both new-hire and cross training classes.
- Monitored and evaluated trainee phone calls.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Provided agent performance feedback to supervisors.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Assisted with the creation of training materials.
Training Specialist
APAC Customer Service Inc
08.2010 - 01.2012
- Supervised and facilitated new-hire and recurring sales, technical support and customer service training for several clients including Apple, WellPoint, Medco, and Vonage.
- Handled daily reporting of training sessions completed, agent activities and attendance.
- Monitored and evaluated trainee calls to provide feedback to representatives and their supervisors.
- Assisted recruiters with interviewing, evaluating and hiring of new agents.
Training Specialist
Intuit
04.1998 - 08.2001
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Developed training handbooks, computer tutorials and reference materials.
- Supervised and facilitated new-hire and recurring sales, technical support and customer service training for TurboTax and Quicken software.
- Handled daily reporting of agent activity and attendance.
- Monitored and evaluated trainee phone calls to provide feedback to representatives and their supervisors.
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
Education
Business Management Courses -
Pima Community College
Tucson, AZSkills
- Team leadership
- Coaching and mentoring
- Verbal and written communication
- Customer service expertise
- Staff training and development
- Quality assurance
- Policy enforcement
- Organization skills
Timeline
Warehouse Associate
Amazon.com Fulfillment Center
11.2019 - Current
Performance Supervisor
American Red Cross
06.2015 - 10.2018
Training Specialist
IQor
11.2013 - 11.2014
Trainer
Agero
01.2012 - 11.2013
Training Specialist
APAC Customer Service Inc
08.2010 - 01.2012
Training Specialist
Intuit
04.1998 - 08.2001
Business Management Courses -
Pima Community College
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