Itanza Moss
Tampa,FL
Summary
Over 18 years of accomplished professional 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 and providing customized solutions to build loyalty.
Overview
20
20
years of professional experience
Work History
Optical Resolution Specialist II
Walmart
Tampa, FL
09.2022 - Current
- Manage insurance claims for vision centers.
- Manage go between for labs and vision centers.
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Dispatcher
FGO Logistics
Stone Mountain, GA
12.2021 - 08.2022
- Making sure teams have manifest for days duties
- Making sure drivers are updating stops using UWOS
- Checking in any remaining items from days deliveries
- Communicating with teams and contractors
- Closely monitored dispatch board to triage and prioritize over 100 daily calls.
- Tracked and monitored vehicle performance and maintenance.
- Assisted in resolving customer complaints and grievances.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Monitored vehicle locations to coordinate timely arrivals.
- Generated reports to track deliveries and maintain proper records and documentation.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
Customer Service Representative
Global Response LLC
Jacksonville, FL
07.2021 - 12.2021
- Managed over 50 customer calls per day
- Giving exemplary customer service
- Assisted customers with warm and professional attitude
- Processed orders, exchanges, refunds and customer transactions
- Interacted with customers through live chat
- Assisted customers with questions
- Handled emails, inbound calls, and outbound calls
- Managed customer accounts
- Handled billing issues and order inquiries
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
- Updated account information to maintain customer records.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Cross Dock Associate/ Lead
Wayfair
Jacksonville, FL
01.2021 - 12.2021
- Unloading and Loading trucks
- Opening and closing trucks
- RF Scanner proficient
- Delegating assignments to associates
- Assigning trucks to proper bays for unloading and loading
- Training new staff on proper procedure for completing task at hand
- C3 Program Intermediate
- Pitched in to assist in other dock-related tasks to complete work on time and running smoothly.
- Participated in training and safety drills to prepare for emergency situations occurring on dock.
- Used correct handling procedures to minimize risk of damage to items.
- Inspected cargo for proper packaging to meet safety and security regulations.
- Loaded complex freight into trailers according to tight schedules.
- Used hand-held scanners and physical logs to accurately track item movements.
- Prevented load shifting or damage by using bracing and strapping techniques.
- Operated computer systems and internal software to track and record cargo movements.
Packer
Amazon Distribution Center
Jacksonville, FL
10.2019 - 01.2021
- Collaborated with team members to achieve daily goals and meet company objectives.
- Operated shrink wrap, banding and other wrapping machines.
- Completed daily orders with expert picking and packing of shipments.
- Utilized adhesive labels and other materials to package items.
- Counted items to verify accuracy of orders.
- Complied with safety, health, and environmental regulations as prescribed by law.
- Maintained neat and organized work area to safeguard items and comply with cleanliness standards.
Store Manager
Subway Restaurant
Austin, TX
02.2019 - 08.2019
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Interacted well with customers to build connections and nurture relationships.
- Supervised and effectively trained 8 employees to decrease process lags and boost productivity.
- Assisted with hiring, training and mentoring new staff members.
- Kept inventories accurate with daily cycle counts and regular audits to identify and resolve variances.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Developed and implemented successful staff incentive programs to motivate employees
Night Auditor Supervisor
Hilton Garden Inn
Killeen, TX
12.2015 - 02.2019
- Generate reports outlining room occupancy totals, daily transactions, revenue totals, and other figures for management review
- Settle credit card charges through batch processing and balance cash drawers and record receipts keeping all customer information confidential
- Respond to guest inquiries, concerns and complaints as needed
- Schedule guest wake-up calls and reservations for upcoming day
- Training new employees on proper procedure for completing night shift duties
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Oversaw day-to-day operations of 250-room hotel with staff of 50 employees.
Sales Specialist
Home Depot
Killeen, TX
04.2017 - 09.2018
- Consistently met 100% sales goals by providing customers with exceptional services and earning continuous future business
- Garnered recognition as top performing Sales Specialist for 3 consecutive months, earning employee of month amongst 100 employees
- Trained 16 sales specialists in performing suggestive selling activities, increasing companies revenue by 55%
- Revamped inventory control procedure, resulting in increased efficiency of backend-frontend stock management work
- Arranged for bought items to be shipped to customers office or home address and follow up on delivery processes
- Demonstrate product features, or suggest where item may be placed within their house to contribute to aesthetics
- Built rapport with customers and assessed needs to make product recommendations and upsell.
- Provided first-rate service to all customers and potential customers.
Business Developer/Owner
TNT Appliance Repair
Killeen, TX
08.2004 - 11.2015
- Developed and built business from start up to generate 6- figure sales annually; established strong 700- account customer base of residential home owners, contractors, and commercial businesses
- Appointed subcontractor of well known appliance companies; Frigidaire, Samsung, GE, Bosch, and LG
- Opened market ahead of competition, persuasively overcoming customers' concerns about product viability through combination of techniques that included product demonstrations, strong guarantee, and referral lead generation
- Develop organizational procedures and systems for office personnel, including filing, billing, accounts payable, payroll and scheduling
- Hired, trained, supervised performance of 8 employees who worked as estimators and installers; providing guidance in use of tools, on-the-job safety guidelines, customer interactions effective presentation of project estimates
- Fostered excellent relationships and referrals by building trust and rapport with customers
Education
GED -
Robert Morgan Educational Center And Technical College
Miami, FL07.1999
Skills
- Settlement Agreements
- Customer Needs Assessments
- Service Delivery
- Customer Accounts Management
- Information Updates
- Past Due Account Management
- Personnel Management
- Effective Problem-Solving
- Service Quality
- Service Promotions
- Microsoft Excel
- Ability to Be Flexible
- Customer Loyalty
- Teamwork Skills
- Guest Services
- Performance Strategies
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Believe those who are seeking the truth. Doubt those who find it.
André Gide
Timeline
Optical Resolution Specialist II
Walmart
09.2022 - Current
Dispatcher
FGO Logistics
12.2021 - 08.2022
Customer Service Representative
Global Response LLC
07.2021 - 12.2021
Cross Dock Associate/ Lead
Wayfair
01.2021 - 12.2021
Packer
Amazon Distribution Center
10.2019 - 01.2021
Store Manager
Subway Restaurant
02.2019 - 08.2019
Sales Specialist
Home Depot
04.2017 - 09.2018
Night Auditor Supervisor
Hilton Garden Inn
12.2015 - 02.2019
Business Developer/Owner
TNT Appliance Repair
08.2004 - 11.2015
GED -
Robert Morgan Educational Center And Technical College
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