Jalia Moody
Washington DC,DC
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. Successful customer care representative with 3+ years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
7
7
years of professional experience
Work History
Customer Care Representative
American Pest
02.2022 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Communicated with clients regarding account services, statements, and balances.
- Logged call information and solutions provided into internal database.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Maintained and managed customer files and databases.
- Resolved concerns with products or services to help with retention and drive sales.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Dispatcher
Ideal Services Heating & Cooling
01.2021 - 02.2022
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
- Closely monitored dispatch board to triage and prioritize over 75 daily calls.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Maintained updated and detailed records of calls in physical and electronic database.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Generated reports to track deliveries and maintain proper records and documentation.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Analyzed customer feedback and provided solutions to improve customer service.
- Answered phone calls and responded to customer emails.
- Minimized cost of operations by optimizing routes for drivers to align with budget.
- Monitored vehicle locations to coordinate timely arrivals.
- Assisted in resolving customer complaints and grievances.
- Monitored and tracked dispatch communication systems.
- Scheduled deliveries and pickups according to customer needs.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Managed customer accounts and invoicing.
- Provided customers with information on products and services.
- Monitored flow of paperwork and directed information to appropriate departments.
- Preserved accurate records of dispatched orders, deliveries and receipts.
- Received new orders, prepared documentation, and assigned personnel.
Barista Shift Lead
Starbucks
01.2017 - 01.2021
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Controlled line and crowd with quick, efficient service.
- Cleaned counters, machines, utensils, and seating areas daily.
- Maintained regular and consistent attendance and punctuality.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Memorized recipes for specialty coffee beverages and seasonal offerings.
- Made and served brand-specific café beverages with focus on speed, quality and consistency.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
- Restocked and cleaned stations and facilities to maintain cleanly and operable standards.
- Served customers quickly and efficiently and created strategies to prevent delays.
- Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business.
- Memorized ingredients and recipes for wide variety specialty drinks.
- Trained, scheduled, and supervised barista workers to maintain and uphold store policies and optimize staffing patterns.
- Generated friendly atmosphere by encouraging employees to greet and speak to customers.
- Created superlative coffeehouse experience through customer service, beverage preparation, and presentation, in-store marketing and thorough cleanliness and sanitation of space.
- Maintained accurate inventory counts to meet customer demands and sustain operations.
- Advised customers on whole bean and bulk tea purchases by detailing origin, flavor, and pairing recommendations.
- Managed payroll, scheduling, ordering and other back-of-house tasks to drive operations and maximize sales and profitability.
- Participated in budgeting and forecasting activities to make informed decisions.
- Trained new hires in food handling and safety protocols to boost knowledge and performance.
- Monitored food inventory and supplies to prevent waste.
- Scheduled and rotated staff for adequate coverage and fair distribution of workload.
Education
No Degree - Mortuary Science And Embalming
University of The District of Columbia
Washington, DCHigh School Diploma -
Potomac High School
Oxon Hill, MD06.2020
Skills
- Special Requests
- Customer Relations
- Till Counting
- Training and Development
- Workload Planning
- Data Evaluation
- Information Extraction
- Conflict Mediation
- Online Chat
- Field Operations Support
- Cash Register Operations
- Information Updates
- Corporate Standards
- Inbound Customer Service
- Inspection Coordination
- Accounts Payable and Accounts Receivable
- Outbound Collection Calling
- Clerical Support
- Verifying Coverage
- Customer Database Management
- Microsoft Office
- Maintaining Database Information
- Billing Adjustments and Refunds
- Productivity Management
- Online Systems
- Document and Records Management
- Complex Product Knowledge
- Policy and Procedure Adherence
- Invoice Preparation and Processing
- Telephone Reception
- Livechat Messaging
- Administrative and Office Support
- Customer Inquiry Response
- Reading Comprehension
- Call Volume and Quality Metrics
- Correcting Discrepancies
- Membership Inquiries and Renewals
- Data Communications
- Organizational Leadership
- Keen Attention to Detail
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Communications Support
Timeline
Customer Care Representative
American Pest
02.2022 - Current
Dispatcher
Ideal Services Heating & Cooling
01.2021 - 02.2022
Barista Shift Lead
Starbucks
01.2017 - 01.2021
No Degree - Mortuary Science And Embalming
University of The District of Columbia
High School Diploma -
Potomac High School
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