Katie Moore
Oak Hill
Summary
I have 20 plus years of customer service, sales and tech support experience across a wide array of fields. I have worked as both a mentor and floor support. I have over 5 years of management experience. I love problem solving and equitable resolutions.
Overview
12
12
years of professional experience
Work History
Transportation Liaison
ContactUS Communications
Memphis, MO
04.2024 - Current
- quality score of 98% for more than 14 months
- handle time of less than 7 min for 9 months running
- assistance in special teams when needed
- hold time less than 20 second average for entire tenure
- resource format development within team
Communicator
InfoCision
Akron, OH
11.2023 - 04.2024
- Fundraising for charities
- Phone based customer service for credit monitoring services
- Sales assistance
- Top 5% of agents in sales/donations every pay period from eligibility
Technical Support Representative
Conduent AHA
Lexington, NY
11.2021 - 03.2023
- Technical support of phones, computers, tablets
- Time management, customer satisfaction ratings, issue resolution parameters, and hold times monitored weekly
- Accurate documentation of interactions required
- Management of 6 computer systems concurrently
- Promoted to mentor for new hires within 4 months, this required extensive and thorough knowledge of policy and procedure
Head Cashier Supervisor
Lowe's Home Improvement
Fayetteville, WV
04.2020 - 08.2021
- Scheduling for front end, up to 20 people per day
- Cashier observations and coaching,
- Managing front end continuing education and training
- Trouble shooting complex customer issues as well as POS issues
- Worked with up to 5 systems concurrently
- Received awards for safety, sales of protection plans and credit card applications.
- Responsible for opening,closing and accounting for POS discrepancies
- Handled front end call offs and coverage
Bar Manager
Ace Whitewater
Minden, NE
07.2015 - 10.2018
- POS management
- Supply and equipment management
- Handling customer/ guest complaints and issues
- Ability to work under stress, multitask, and work as a team player
Sales Associate/Cashier Team Lead
Comac
Oak Hill, WV
10.2016 - 03.2018
- Stock management and rotation
- Friendly, efficient customer service
- Bank and register management
- Extensive product knowledge
Acount Manager
IBEX Global
Beckley, WV
03.2014 - 05.2016
- Ability to work with up to 8 computer programs simultaneously
- Strong math capacity,
- Kind but firm communication skills, good grammar, polite and confident attitude,
- Ability to maintain calm when handling aggressive, frustrated clients
- Worked on large campaigns including U VERSE, ATT and Direct TV,
- Sales goals met every month
- Promoted to retention specialist within 6 months
- Worked as floor support assisting other agents with complex account issues and research as well as technical issues within company systems and taking supervisor calls
Education
No Degree -
Mountain State University
PN - Practical Nursing
New River Community And Technical College
Summersville, WV07-2005
Skills
- Mediation skills
- Representative experience
- Proficient in [software]
- Complex problems analysis
- High-pressure environments
- Multitasking Abilities
- Teamwork and collaboration
- Influencing skills
- Critical evaluation capacity
- Assertiveness
Timeline
Transportation Liaison
ContactUS Communications
04.2024 - Current
Communicator
InfoCision
11.2023 - 04.2024
Technical Support Representative
Conduent AHA
11.2021 - 03.2023
Head Cashier Supervisor
Lowe's Home Improvement
04.2020 - 08.2021
Sales Associate/Cashier Team Lead
Comac
10.2016 - 03.2018
Bar Manager
Ace Whitewater
07.2015 - 10.2018
Acount Manager
IBEX Global
03.2014 - 05.2016
No Degree -
Mountain State University
PN - Practical Nursing
New River Community And Technical College