Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Kourtney Moore

Charlotte,NC

Summary

I have an extensive background in multiple forms of customer service. Some financial experience.

Overview

19
19
years of professional experience

Work History

Customer Service Representative

Spectrum
02.2023 - Current
  • Assist customers with downgrading and upgrading services
  • Thoroughly explaining customers billing statements to maintain FCR of 85%
  • Actively engage and provide superior service to inbound customers
  • Utilize problem solving skills to resolve customer questions and concerns
  • Escalate calls as necessary
  • Route calls to appropriate departments when necessary
  • Make outgoing calls to customers when necessary
  • Problem solving
  • Deescalate calls and resolve conflict
  • Ask probing questions and actively listen to gain agreement with the caller
  • Interpersonal skills to establish a welcoming interaction that fosters rapport
  • Willingness to take ownership to provide accurate resolutions with each interaction
  • Learning mindset to respond and implement coaching and training.
  • 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.
  • Updated account information to maintain customer records.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Call Center Agent

CONVERGENT OUT SOURCING
01.2021 - 01.2023
  • Answer incoming, potentially high-volume, customer calls within the first two rings
  • Enter and maintain accurate customer data in proprietary software system
  • Communicate with customers about product and/or service questions independently; escalate complex issues
  • Liaise with other staff to help resolve customer concerns
  • Set customer appointments
  • Maintain service appointment schedules in a software system.

Benefits Verification Specialist

AmerisourceBergen
06.2020 - 01.2021
  • Collects and reviews all patient insurance information needed to complete the benefit verification process
  • Verifies patient specific benefits and precisely documents specifics for various payer plans including patient coverage, cost share, and access/provider options according to Program specific SOPs
  • Completes quality review of work as part of finalizing product
  • Documenting and initiating prior authorization process, claims appeals, etc
  • Verification process could include electronic validation of pharmacy coverage and medical eligibility
  • Work in a fast-paced office environment
  • Inbound and Outbound Calls.

Sales Associate

Dillards
06.2019 - 07.2020
  • Place prices or descriptive signs on backdrops, fixtures, merchandise, or floor
  • Dress mannequins for displays
  • Complete transactions
  • Open and close registers in a timely manner
  • Build clientele with excellent customer service
  • Promote Dillard's Credit Card
  • Customer service
  • Provided a quick and exceptional customer experience.

Assistant Manager

Maurices
07.2016 - 06.2019
  • Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints
  • Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers
  • Instruct staff on how to handle difficult and complicated sales
  • Assign employees to specific duties
  • Enforce safety, health, and security rules
  • Promote Rewards card and credit card
  • Open and Close the store by counting the registers and locking and unlocking the doors
  • Make bank deposits
  • Watch for and recognize security risks and thefts, and know how to prevent or handle these situations.

Sales Associate

Maurices
07.2014 - 07.2016
  • Greet customers and ascertain what each customer wants or needs
  • Describe merchandise and explain use, operation, and care of merchandise to customers
  • Compute sales prices, total purchases and receive and process cash or credit payment
  • Answer questions regarding the store and its merchandise
  • Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices
  • Place special orders or call other stores to find desired items
  • Ticket, arrange and display merchandise to promote sales
  • Exchange merchandise for customers and accept returns.

Administrative Assistant

For His Glory Limousine
10.2005 - 12.2015
  • Prepare invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheet, database, or presentation software
  • Answer phone calls and direct calls to appropriate parties or take messages
  • Read and analyze incoming memos, submissions, and reports to determine their significance and plan their distribution
  • Open, sort, and distribute incoming correspondence, including faxes and email
  • Operate office equipment such as fax machines, copiers, and phone systems, and use computers for spreadsheet, word processing, database management, and other applications
  • Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals
  • Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs
  • Locate and attach appropriate files to incoming correspondence requiring replies
  • Open, read, route, and distribute incoming mail or other materials and answer routine letters
  • Make copies of correspondence or other printed material
  • Schedule and confirm appointments for clients, customers, or supervisors
  • Prepare and mail checks
  • Count receipts, total any money spent and received for the year for tax preparations.

Education

Bachelor's - Business Administration

Strayer University-North Carolina
Charlotte, NC
03.2024

Cosmetology

Regency Beauty Institute
Charlotte, NC
11.2011

Skills

  • Customer service
  • Fast learner
  • Advanced Typist (10 years)
  • Phone Etiquette (10 years)
  • Writing Skills (10 years)
  • Computer Skills (10 years)
  • Microsoft Office (10 years)
  • Time Management (10 years)
  • Computer Literacy (10 years)
  • Cash Handling (6 years)
  • Administrative Experience
  • Microsoft Word
  • Clerical Experience
  • Assistant Manager Experience
  • POS
  • Sales Experience
  • Office Administration
  • Data entry
  • Typing
  • Microsoft Outlook
  • Leadership
  • Filing
  • Windows
  • Insurance Verification

Additional Information

Skills Fast Learner, Advanced Typist, Verbal and Written Communication Skills, Multi-tasking, Customer Service Skills

Timeline

Customer Service Representative

Spectrum
02.2023 - Current

Call Center Agent

CONVERGENT OUT SOURCING
01.2021 - 01.2023

Benefits Verification Specialist

AmerisourceBergen
06.2020 - 01.2021

Sales Associate

Dillards
06.2019 - 07.2020

Assistant Manager

Maurices
07.2016 - 06.2019

Sales Associate

Maurices
07.2014 - 07.2016

Administrative Assistant

For His Glory Limousine
10.2005 - 12.2015

Bachelor's - Business Administration

Strayer University-North Carolina

Cosmetology

Regency Beauty Institute

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Kourtney Moore