Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Harold Moss

Customer Service
St. Joseph,MO

Summary

Proven Customer Service Representative with a track record of enhancing customer satisfaction and loyalty . Excelled in conflict resolution and problem-solving, significantly improving customer retention rates. Skilled in Microsoft Excel and active listening, consistently exceeding service standards. Achieved recognition for top performance, demonstrating a commitment to excellence and a deep understanding of customer needs.

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Diligent [Desired Position] with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.

As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

25
25
years of professional experience

Work History

Customer Service Representative

Alorica
11.2015 - 10.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained up-to-date knowledge of product and service changes.

Customer Service Representative

Citibank
01.2000 - 08.2017
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Education

Bachelor of Science - American History/Political Science

University of Wisconsin, Madison
Madison, WI
06-2019

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Problem Resolution
  • Call center experience
  • Conflict Resolution
  • Complaint Handling
  • Microsoft Excel
  • Complaint resolution
  • Payment Processing
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Call Center Operations
  • Microsoft Outlook
  • Documentation
  • De-Escalation Techniques
  • Building rapport
  • Dispute Resolution
  • Customer Education
  • Reading Comprehension
  • Escalation management

Timeline

Customer Service Representative

Alorica
11.2015 - 10.2024

Customer Service Representative

Citibank
01.2000 - 08.2017

Bachelor of Science - American History/Political Science

University of Wisconsin, Madison

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