KAWANDA MOORE
Dallas,TX
Summary
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. Results-oriented candidate known for outstanding communication, customer service and conflict resolution abilities.
Overview
8
8
years of professional experience
Work History
Alarm Monitoring Operator (Hybrid)
Siemens Technology And Services Private
08.2023 - Current
- Experience with alarm monitoring and dispatching for Remote Access Control systems including CCURE and DSX platforms
- Security call center experience using Security Business Net (SBN) automation system or similar system
- Certified training or knowledge of Access Control, Fire, and Burglary systems
- ACD telephone system knowledge
- Experience with Microsoft Office applications
Call Center Leader
Allied Universal Technology
04.2023 - 07.2023
- Provides coaching and feedback to operators; identifying areas for training to ensure alarm board panels/video alarms/burglary and fire alarms/call center is operated accurately
- Training and development of new and existing staff
- Performs work of Security Intervention Specialist/Customer Service Rep in order to meet high volume demands when necessary
- Performs other duties as assigned by MaRC Manager or Assistant Manager
Customer Service Dispatcher
National Monitoring Center
06.2022 - 05.2023
- Process alarm signals, such as Burglary, Hold-Up, Medical, Fire, and many other types of alarms
- Interactions with customers, dispatching agencies such as Police or Fire departments and relaying information to Alarm Companies are partnered with
- Provide top tier customer service in clear and positive presence while documenting all steps and actions
- Enhance productivity by guaranteeing timely emergency response with no service delivery issues
- Worked flexible hours; night, weekend, and holiday shifts
Customer Engagement Specialist (Hybrid)
Ocatane
10.2022 - 01.2023
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers
- Discussed financial options with clients and provided informed suggestions
- Responded to customer questions and concerns or escalated to supervisor for resolution
- Handled customer complaints with relative ease by conducting research, listening carefully and taking appropriate action.
Customer Service Billing Specialist (Tier 3)
Spectrum
11.2017 - 09.2022
- Provides customer support related to Charter services, including handling billing inquiries and payments
- Effectively present and discuss Charter products and services to process customer orders in courteous, efficient and timely manner
- Provide troubleshooting assistance for technical issues, helping customers navigate products and services,
- Informed customers about special promotions and provided detailed information for various products
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Customer Service Associate
PFSweb
10.2016 - 03.2017
- Answered live online chats to give quick answers and solve problems faster
- Helped customers navigate website to order clothing and shoes online for added convenience and access to larger inventory
- Assisted clients with product questions to facilitate online ordering process
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment
- Recommended products to customers, thoroughly explaining details
- Educated customers about billing, payment processing and support policies and procedures
Education
GED -
W.W.Samuell
Dallas, TX01.2000
Skills
- Team-Oriented and Cooperative
- POS Systems and Ordering Platforms
- Responding to Difficult Customers
- Call Volume and Quality Metrics
- Efficient and Detail-Oriented
- Data Entry and Maintenance
- Computer Proficiency
- Calm and Professional Under Pressure
- Policy and Procedure Adherence
- Building Customer Trust and Loyalty
- Proactive Self-Starter
- Online Chat
- Complaint Response
Timeline
Alarm Monitoring Operator (Hybrid)
Siemens Technology And Services Private
08.2023 - Current
Call Center Leader
Allied Universal Technology
04.2023 - 07.2023
Customer Engagement Specialist (Hybrid)
Ocatane
10.2022 - 01.2023
Customer Service Dispatcher
National Monitoring Center
06.2022 - 05.2023
Customer Service Billing Specialist (Tier 3)
Spectrum
11.2017 - 09.2022
Customer Service Associate
PFSweb
10.2016 - 03.2017
GED -
W.W.Samuell
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