Keona Moore
Greenbelt,United States
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
13
13
years of professional experience
Work History
B2B Generalist
IKEA
Baltimore, MD
10.2022 - 10.2023
- Establish and maintain long-lasting business relations with local businesses and provide qualitative customer support in all channels, including live video calls, to secure a great complete customer experience stretching from sales to resolutions, thus building trust in the IKEA brand
- Make use of active selling techniques in the customer contact to contribute to growth and sustained long-term profitability
- Offer complete furnishing solutions, demonstrating a commercial approach and true salesmanship in every customer contact, to maximize sales
- Provide customers with after sales solutions that meet their needs, balancing cost consciousness and customer experience
- Secure that all parts of the business customers order are fulfilled, by working actively together with colleagues in other functions, and update the customer on status and possible deviations, to see projects to completion
- Stay up to date and provide customers with information around certificates and products standards to secure that local regulations are followed.
- Provided exceptional service to clients, resulting in increased retention rates and positive feedback.
- Managed multiple priorities successfully, meeting tight deadlines without sacrificing quality of work.
Scheduling agent
Long Home Products
Laurel, MD
01.2022 - 10.2022
- Obtains customer's contact information such as name, phone number and e-mail address (not limited) to accurately enter information into the system
- Clearly communicates with the potential customer and uses persuasive methods to encourage positive results
- Stays persistent and driven when addressing customer's objections and turns leads and/or difficult situations into opportunities utilizing proper rebuttals
- Meets productivity and quality standards to reach individual and organizational goals
- Multitasks as needed: transitioning between inbound and outbound when applicable based on company objectives
- Strives to exceed lead generation targets set forth
- Using the 12 LHP Principles, instills and demonstrates the company's values, mission, and vision to others
- Additional duties assigned by management.
Patient Assistances Specialist (Enrollments)
Caremetx(PAN)
Remote
10.2020 - 06.2021
- Provides advanced services to patients, providers, and caregivers
- Services could include but not limited to: Inbound calls from patients to enroll/dis-enroll from medical assistance grant to cover high out of pocket copays for prescription drugs based off specific chronic diagnosis and transportation to doctors' visits
- Provide grant detail's such as balance start and end date of the grant
- Also provide grant extension, renewals, and second grants based on funding availability
- Claims assistance
- Tracking and submission, prior authorization assistance and tracking, Coordination of benefits
- Advanced alternate coverage research and reporting adverse events as directed
- Verifying patient insurance benefit information
- Researching insurance claims.
Customer Servive Advisor
Washington Suburban Sanitary Commission
Laurel, MD
01.2019 - 12.2019
- Supporting the Commission by being responsive to customers, generating revenue, and influencing WSSC's reputation and the furtherance of the 'world class' mission
- Resolving basic to complex transactions; scheduling turn-ons; and processing payments
- Delivers excellent customer service by responding to inquiries and questions about customer accounts and services in a timely, accurate, and complete manner
- Reviews and analyzes complex residential and commercial property billing and responds to customer questions or complaints by modifying customer accounts and billing, initiating, and explaining complex adjustments customers
- Interacts with the customer to schedule and process meter readings, process electronic credit card and check payments, initiates or removes penalties/fees and calculates new balance; processes name/address change and final bill emails, initiates refunds and Dispute Resolving Board (DRB) requests and provides information to customers regarding Bay Fee Exemption or Customer Assistance Program (CAP)
- Maintains contact and appropriate follow-up with residential and commercial customers through multiple channels including phone, face-to-face, e-mail, fax, etc.
Customer Service Coordinator
Capital One, N.A
Laurel, MD
04.2017 - 02.2018
- Answer inbound calls from customers in call center environment who have general account inquiries, requests to negotiate terms, such as APR or credit limit, or close their account
- Provides customer service and uses consultative sales techniques to retain customers
- Uses computer programs to view account specific information and documents any changes to the customer's account
- Provide excellent Customer service to existing customers
- Sales (Perform account level research and advise customer of products and services that may benefit them)
- Attend team meetings
- Stay abreast of all changes, developments and enhancements for all systems, products, and upgrades
- Update account information and complete accurate documentation
- Review documentation, ensuring loans meet policy guidelines, (giving customer and dealer approval to use loan)
- Effective time management.
Administrative PRC Representative
Peak-Ryzex
Columbia, MD
05.2015 - 04.2017
- Maintaining daily emails through Outlook
- Place customer orders in Salesforce.com and generate customer quotes
- Provide customers with product and service information
- Using MS Word and Excel to create spreadsheets and tables
- Cross training employees
- Filing and data entry
- Identify, research, and resolve customer issues using the SAP and OUTLOOK
- Follow-up on customer inquiries not immediately resolved
- Perform 50 customer satisfaction surveys per month
- Recommend process improvements
- Support rep in sales process administrative duties as needed to help assist them in reaching sales goals
- Quote customers for merchandise
- Create and manage the process of Demos, Returns, new Customers, Credit/Re-bill as needed and required through Salesforce.com cases and take ownership to see it through completion
- Provide and assist sales in getting tracking information for shipments per customer requests
- Provide back up for sales rep when they are out of the office regarding efficient and quick turn around on processing of customer POs once received from the customer
- Provide support within my organization
- Display professional and ongoing communication with local media office affiliate
- Organizes and maintains file system, and files correspondence and other records.
Mail Handler Assistant
United States Postal Service, USPS
Capitol Heights, MD
03.2014 - 05.2014
- Unloaded mail from trucks
- Separates all mail received from trucks and conveyors for dispatch to other conveying units and separates and delivers mail for delivery to distribution areas
- Canceled stamps on parcel post, operates canceling machines, and carried mail from canceling machine to distribution cases
- Assisted in supply and slip rooms and operates copy machine and related office equipment
- With approval of the Chief Postal Inspector, acted as an armed guard for valuable registry shipments and as a watchman and guard around post office building.
Executive Manager
Big Open Door Marketing
Lutherville, MD
09.2013 - 11.2013
- 6-10-month training program for management
- Campaigned events held in Sam club, Costco, and Safeway stores to introduce products that are not normally on the store shelves
- Held presentation on sales pitch
- Networked with other employees in various locations around the U.S
- Provided management with weekly updates through Microsoft Outlook.
Sales Service Representative
AT&T Mobility
Washington , DC
04.2011 - 09.2012
- Responsible for the management of inventory by ordering, shipping/transferring (returned, damaged or obsolete) SKU's
- Received inventory shipments daily (approx
- 50-100 items) and checked them into the inventory system
- Organized and merchandised 1500+ SKU's using corporate Planogram system
- Performed weekly and monthly inventory audits and reconciled discrepancies
- Assisted customers with the purchase of company products and services, features, accessories, and bill payments
- Answered inbound calls and assisted retail sales representatives
- Processed daily paperwork: filed receipts, deposits slip and daily check list
- Counted large amounts of money daily for daily deposits
- Used Microsoft Excel to do daily deposit and record representatives' goals and numbers
- Greet customers warmly and make sure they are comfortable.
Education
Suitland High School
Bachelor of Arts - Interior Design
Rocky Mountain College of Art And Design
Denver, COSkills
- Medical Insurance Forms
- Medical Office Procedures
- Medical Billing Procedures
- Charge Slip/Encounter Forms
- HITECH, IT/HIT, and EMR
- Bookkeeping
- Applied Accounting
- Alpha-Numeric Filing Procedures
- Appointment Scheduling
- General Office Skills
- Insurance Coding (ICD-9/CPT/HCPCS)
- Typing 45wpm/10 key by touch
- Anatomy/Medical Terminology
- Pro-software
- HIPPA
- SAP
- Salesforce
- Schedule Coordination
- Inventory Coordination
- Schedule Management
- Creative Thinking
- Emotional Intelligence
- Teamwork and Collaboration
- Effective Communication
- Organizational Skills
- Customer Service
- Time Management
- Relationship Building
- Sales and Marketing
- Strategic Planning
- Problem Solving
- Attention to Detail
- Critical Thinking
- Conflict Resolution
- Quality Assurance
- Business Planning
- MS Office
- Customer Relations
- Credit Card Payment Processing
- Stocking and Replenishing
- Active Listening
- Microsoft PowerPoint
- Microsoft Excel
- Order Fulfillment
- Microsoft Outlook
- Trained in Salesforce
- Livechat Messaging
- Shipping and Receiving Understanding
- Order Processing
- Sales and Upselling
- Intuit QuickBooks
- Delivery Scheduling
- Issue and Complaint Resolution
- Clerical Support
- Refund Processing
- Billing Adjustments and Refunds
- Typing Proficiency
- Administrative Support
- Call Volume and Quality Metrics
- Calendar Coordination
- Mail Handling
- Office Supplies and Inventory
- Service Scheduling
- Reminder Calls
- Telephone Etiquette
- Call Transfers
- Customer Service Management
- Greeting Visitors
- Client Campaigns
References
References Available Upon Request
Timeline
B2B Generalist
IKEA
10.2022 - 10.2023
Scheduling agent
Long Home Products
01.2022 - 10.2022
Patient Assistances Specialist (Enrollments)
Caremetx(PAN)
10.2020 - 06.2021
Customer Servive Advisor
Washington Suburban Sanitary Commission
01.2019 - 12.2019
Customer Service Coordinator
Capital One, N.A
04.2017 - 02.2018
Administrative PRC Representative
Peak-Ryzex
05.2015 - 04.2017
Mail Handler Assistant
United States Postal Service, USPS
03.2014 - 05.2014
Executive Manager
Big Open Door Marketing
09.2013 - 11.2013
Sales Service Representative
AT&T Mobility
04.2011 - 09.2012
Suitland High School
Bachelor of Arts - Interior Design
Rocky Mountain College of Art And Design