Josh Moss
Garland,TX
Summary
Seasoned Customer Support Specialist with a proven track record at Gemini, Inc., enhancing customer experiences through adept engagement strategies and Zendesk expertise. Notable achievements include achieving high satisfaction rates by effectively resolving complex inquiries and training cross-functional teams. Core competencies encompass effective communication and problem-solving skills, driving service excellence in dynamic environments. Seeking to leverage skills to further elevate customer service initiatives in a challenging mentor role.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist
Gemini, Inc.
Garland, TX
03.2021 - Current
- Guided newcomers through initial company procedures.
- Performed initial candidate screenings via phone.
- Resolved high-priority inquiries with professionalism under pressure.
- Coordinated communication with customers via Zendesk and online portal.
- Coordinated one-on-one sessions with selected site personnel.
- Addressed challenging service needs to ensure customer satisfaction.
- Conducted comprehensive training sessions for new hires.
- Handled high-volume inbound and outbound call activities.
- Supported clientele in their everyday purchasing decisions.
- Demonstrated leadership by directing and supporting colleagues effectively.
Customer Service Representative/Processor
The Phoenix Insurance
Dallas, TX
03.2019 - 03.2021
- Resolved customer issues by handling incoming calls related to insurance policies.
- Conducted outbound calls to clients regarding claim inquiries.
- Provided accurate and timely responses to questions regarding insurance policies.
- Facilitated renewal processes by navigating multiple carriers to identify cost-effective insurance options.
Customer Care Specialist
Brink's Home Security
Farmers Branch, TX
07.2018 - 03.2019
- Handled inbound calls to resolve billing issues, process payment requests, and address service cancellations.
- Resolved technical issues faced by customers regarding alarm systems.
Insurance Claims Representative
State Farm
Richardson, TX
01.2017 - 06.2018
- Managed phone communications to resolve auto claims for policyholders and claimants.
- Facilitated timely vehicle repairs and provided rental cars for customer convenience.
- Communicated liability decisions effectively.
- Managed subrogation claims against other insurance companies.
Customer Service/Sales
Evo Payments
Dallas, TX
06.2016 - 01.2017
- Conducted outbound calls to clients to discuss merchant accounts.
- Contacted numerous clients by phone to explain product features.
- Conducted follow-ups with clients regarding product inquiries.
Sales Representative/ Manager
Forever 21
Dallas, TX
05.2013 - 06.2016
- Guided customers to locate desired clothing styles.
- Greeted entering customers with a warm welcome.
- Facilitated a positive shopping experience by helping customers in dressing rooms.
- Enhanced customer experience through effective communication about available deals.
- Performed end-of-day reconciliation of all cash registers.
- Directed team daily to ensure high-priority areas received thorough cleaning.
Education
Associates - Psychology
The University of Northwestern Oklahoma State University
Alva, OK05.2013
Skills
- Customer Support Expertise
- Customer Engagement Expertise
- Service Excellence
- Team Leadership
- Zendesk, Live Chat Engagement Expertise
- Customer Support Expert
- Effective Communication
- Accurate Data Entry
- Professional Phone Communication
- Problem resolution
- De-escalation techniques
Affiliations
- Having the blessing to be a dad has helped me become a better leader.
- Having a sports background molded me into being a team member and understanding adversity.
- Journaling has create a sense of peace of mind for me not to take things personal in my profession.
Personal Information
Authorized To Work: US
Accomplishments
- Was awarded by my peers at my previous job the "Difference maker" award
Timeline
Customer Service Specialist
Gemini, Inc.
03.2021 - Current
Customer Service Representative/Processor
The Phoenix Insurance
03.2019 - 03.2021
Customer Care Specialist
Brink's Home Security
07.2018 - 03.2019
Insurance Claims Representative
State Farm
01.2017 - 06.2018
Customer Service/Sales
Evo Payments
06.2016 - 01.2017
Sales Representative/ Manager
Forever 21
05.2013 - 06.2016
Associates - Psychology
The University of Northwestern Oklahoma State University
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