Judy Moore
South Charleston
Summary
Motivated Team Player experienced in delivering high-quality results under tight schedules. Monitored and trained employees to enhance skills and meet demanding targets while fostering a collaborative team environment. Recognized for dedication to safety protocols and consistent contributions to team success.
Overview
31
31
years of professional experience
Work History
Team Lead Support
TimeSolv
Charleston
03.2022 - 01.2026
- Serve as the main point of contact for high-profile clients regarding all payment and deposit inquiries.
- Assisted customers via phone, email, chat, SMS, and Zoom to address inquiries and provide prompt solutions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Address inquiries related to in-house billing and contract upgrades.
- Cross-sold thirteen products to enhance customer value and drive revenue.
- Analyze to ensure the cost-effective utilization of the payment system.
- Prioritized and organized tasks to achieve service goals and improve response times.
- Completed day-to-day duties accurately and efficiently.
911 Dispatcher and Support Billing
Kanawha County Metro 911
Charleston
04.2017 - 03.2022
- Respond to 911 and administrative calls.
- Identified customer needs promptly, contributing to effective service delivery.
- Maintained up-to-date knowledge through continuing education and advanced training, enhancing service capabilities.
- Received recognition from management for delivering outstanding customer service.
Supervisor, Enforcement/Collections/Intake
State of WV, DHHR
Charleston
06.2009 - 03.2017
- Provided face-to-face customer service, managing account maintenance and processing accounts payable and receivable.
- Conducted phone communications for collection calls, ensuring timely follow-up on outstanding accounts.
- Conducted phone communications to manage collection calls effectively.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions to support effective team management.
- CRM and training experience.
Lead Customer Service Manager
GEICO
Fredericksburg
06.1995 - 04.2009
- Progressed from phone operator to Manager of Customer Service Department, overseeing team operations and enhancing service delivery.
- Managed communication across various channels, including in-person, telephone, and written formats for executive and insurance commission complaints.
- Managed accounts payable and receivable processes to ensure accurate financial tracking.
- Utilized CRM software to track customer interactions and improve service delivery.
- Trained and mentored staff on customer interaction techniques, fostering a culture of excellence in service.
Education
High school diploma -
Chancellor High School
Fredericksburg, VASkills
- Customer Service & Sales
- CRM proficiency
- Team Management
- Staff training
- Financial Reporting
- Data Analysis
- Task management
- Microsoft Office suite
- Visio, SharePoint
- Google Docs, Sheets
- Multi-line phone etiquette
- Chat/SMS
- Conflict resolution
Timeline
Team Lead Support
TimeSolv
03.2022 - 01.2026
911 Dispatcher and Support Billing
Kanawha County Metro 911
04.2017 - 03.2022
Supervisor, Enforcement/Collections/Intake
State of WV, DHHR
06.2009 - 03.2017
Lead Customer Service Manager
GEICO
06.1995 - 04.2009
High school diploma -
Chancellor High School