LaShona Moore
Eads,TN
Summary
Results-driven customer service specialist with experience supporting packaging and paper accounts. Skilled in ERP and CRM systems, order processing, and service recovery. Proven ability to coordinate with sales, plants, logistics, and other teams to resolve issues quickly and keep customers informed.
Overview
20
20
years of professional experience
Work History
Customer Service Specialist
Clearwater Paper
Spokane, Washington
06.2024 - 06.2026
- Processed customer orders for Clearwater Paper Products in ERP systems accurately.
- Managed customer claims, returns, and service requests through case systems.
- Supported Clearwater Paper accounts with professional phone and email service.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Collaborated with colleagues from other departments to resolve customer concerns quickly.
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes.
- Coordinated order updates across plants, sales, and logistics teams.
- Managed shipment and delivery inquiries for paper and packaging customers.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- Generated reports on customer feedback and trends to inform management decisions.
- De-escalated customer concerns through effective communication and problem-solving., maintaining calm, friendly demeanor.
Customer Service Advocate
Graphic Packaging International
Atlanta, GA
10.2016 - 06.2024
- Managed customer inquiries for Graphic Packaging International packaging orders and service requests.
- Resolved invoice discrepancies and billing questions for packaging customers.
- Tracked claims, shortages, and damaged shipments to ensure timely resolution and enhance customer satisfaction.
- Developed strong customer relationships that fostered loyalty and increased repeat business.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Processed orders, forms, applications, and requests.
- Maintained accurate customer files and service notes to support effective communication and service continuity.
- Communicated order changes to sales, planning, and supply chain partners.
- Coordinated shipment status with production, logistics, and warehouse teams.
- Reviewed customer specifications for cartons, labels, and packaging requirements.
- Worked closely with other departments to ensure quality customer service delivery.
- Upheld privacy and security requirements for customer information.
- Adhered to all company guidelines when interacting with customers.
- Mentored new employees on procedures and policies to maximize team performance.
- Developed relationships with customers through friendly conversations.
- Stayed on top of changing internal policies, company offerings and promotions to effectively serve every customer.
- Suggested solutions for improvement of product offerings based on customer feedback.
- Maintained records of customer interactions and transactions.
- Tracked performance metrics and identified areas needing improvement in order to meet established targets.
- Assisted management with the development of new strategies to improve customer satisfaction.
- Processed customer account changes with proprietary software.
- Supported sales team members to drive growth and development.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Prevented key account losses by researching discrepancies and correcting problems.
Account Executive
International Paper
Memphis, TN
06.2006 - 10.2016
- Managed corrugated packaging accounts across International Paper customer portfolios.
- Coordinated customer requests with plant, supply chain, and service teams to ensure timely fulfillment and satisfaction.
- Monitored order issues and resolved service concerns with internal partners.
- Supported sales forecasts and pipeline reviews for International Paper business units.
- Generated weekly reports on sales performance against targets for upper management review.
- Managed accounts by providing ongoing technical support after the sale was completed.
- Provided timely customer service support to resolve any issues quickly and efficiently.
- Cultivated relationships with key decision makers through regular client visits and follow-up calls, strengthening loyalty and trust.
- Attended networking events to build relationships with potential customers.
- Collaborated with cross-functional teams including finance, operations, legal, and marketing to identify and pursue new growth opportunities.
- Participated in training sessions on topics related to sales techniques or industry regulations.
- Advised customers on optimal product usage and maintenance to enhance their experience. on best practices regarding product usage or maintenance procedures.
- Maintained up-to-date knowledge of industry trends and developments.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Identified customer needs by asking questions and advising on best solutions.
- Analyzed sales space capacities based on system parameters, securing high stock availability.
Education
High School Diploma -
Oakhaven High School
Memphis, TN 06-1994
Some College (No Degree) - Business Administration
University of Memphis
Memphis, TNSome College (No Degree) - Business Administration
Strayer University
Memphis, TNSkills
- Order processing
- Order fulfillment
- ERP systems
- CRM systems
- Issue resolution
- Customer support
- Customer engagement
- Report generation
- Cross functional teamwork
- Attention to detail
- Effective communication
- Account management
Timeline
Customer Service Specialist
Clearwater Paper
06.2024 - 06.2026
Customer Service Advocate
Graphic Packaging International
10.2016 - 06.2024
Account Executive
International Paper
06.2006 - 10.2016
High School Diploma -
Oakhaven High School
Some College (No Degree) - Business Administration
University of Memphis
Some College (No Degree) - Business Administration
Strayer University