Kelley Moffitt
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Online Support Specialist
World Travel Inc.
07.2017 - Current
- Established strong rapport with clients through clear communication skills, leading to higher satisfaction ratings and repeat business.
- Enhanced customer satisfaction by promptly addressing and resolving technical issues through online support channels.
- Delivered exceptional support via live chat sessions by tailoring responses according to individual client needs and preferences while maintaining a professional tone throughout the conversation.
- Handled escalated customer complaints with empathy and professionalism, leading to effective resolutions and preserved client relationships.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
Online Support Specialist
FCM Travel Solutions
07.2014 - 07.2017
- Managed high-volume ticketing system, effectively prioritizing and delegating tasks to optimize workflow efficiency.
- Handled escalated customer complaints with empathy and professionalism, leading to effective resolutions and preserved client relationships.
- Conducted root-cause analyses of recurring issues and devised effective strategies to prevent future occurrences, minimizing downtime for customers.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Customer Service Representative
BCD Travel
01.2005 - 01.2013
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Associate of Arts - Business
Maple Woods Community College
Kansas City, MOCertificate of Education in Travel And Tourism - Tourism And Travel Management
Cloud County Community College
Concordia, KS05.1984
Skills
- Empathy and patience
- Cross-functional support
- CRM software proficiency
- Customer Service
- Problem-Solving
- Attention to Detail
- Remote Technical Support
- Help Desk Support
- Friendly and Patient
- Customer service expert
- Online Chat Support
Certification
- CTA Training - 2005
Timeline
Online Support Specialist
World Travel Inc.
07.2017 - Current
Online Support Specialist
FCM Travel Solutions
07.2014 - 07.2017
Customer Service Representative
BCD Travel
01.2005 - 01.2013
Associate of Arts - Business
Maple Woods Community College
Certificate of Education in Travel And Tourism - Tourism And Travel Management
Cloud County Community College
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