Lauretta Moore
Customer Service Advocate
Dallas,TX
Summary
Dynamic customer service professional with a proven track record at Citi Financial Group, excelling in conflict resolution and customer retention strategies. Recognized for maintaining a 100% success rate in first-call resolutions, I leverage critical thinking and active listening to enhance customer satisfaction and foster lasting relationships.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Customer Service Advocate
Harris and Harris (NTTA)
Chicago
05.2025 - Current
- Assisted customers with account management and billing inquiries.
- Resolved customer complaints by providing effective solutions promptly.
- Documented customer interactions accurately in CRM software.
- Responded to customer inquiries via phone and email efficiently.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Managed incoming calls from customers in a professional manner.
- Adhered to all company guidelines when interacting with customers.
- Upheld privacy and security requirements for customer information.
- Provided accurate, valid, and complete information to customers in a timely manner.
- Developed relationships with customers through friendly conversations.
Customer Service Specialist
Duncan Solutions (NTTA)
Irving
09.2023 - 05.2025
- Answered customer questions about policies and procedures with friendly and knowledgeable approach.
- Investigated and resolved customer concerns related to order inquiries and delivery tracking.
- Maximized satisfaction by anticipating needs and consistently offering expert support.
- Assisted callers with navigating corporate website and self-service options.
- Documented, researched and resolved customer service issues.
- Managed customer calls efficiently in fast-paced call center environment.
- Delivered fast and friendly service to handle questions and service complaints.
Assistant Director
Katie's Little Angels
Dallas
01.2017 - 09.2023
- Created and updated physical records and digital files to maintain current, accurate and compliant.
- Planned and monitored curriculum and program activities and liaised with teachers to create fun and engaging learning experiences.
- Engaged with parents and families to build positive relationships for children to thrive.
- Operated under licensing guidelines to protect health, safety and well-being of children.
- Managed program paperwork and child records to comply with state requirements.
- Attended approved training and continuing education courses to maintain certifications.
- Furnished facility with supplies, equipment, food and materials to foster social and cognitive development.
- Monitored and observed child progress, interactions and behavior and reported findings to parents.
- Supervised childcare workers and oversaw facility to meet state requirements for education and training.
- Identified costs involved for supplies and food to keep in line with departmental budget.
- Close book-keeping and date entry for qualified childcare assistance families.
Customer Support Specialist
Citi Financial Group
Irving
06.1999 - 12.2016
- Provided primary customer support to internal and external customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Maintained 100% success rate on first-call resolutions, escalating complex concerns to supervisors or field personnel to achieve necessary support.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Third Keyholder
EZ Pawn
Dallas
03.1998 - 02.1999
- Completed store opening and closing procedures.
- Counted out cash drawers and balanced totals.
- Improved customer service by projecting friendly and knowledgeable attitude.
- Trained and mentored new employees.
- Processed cash, credit, debit and check payments.
- Accepted and processed customer returns.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Trained team members in successful strategies to meet operational and sales targets.
- Monitored security areas during busy periods.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
Education
High School Diploma -
L.G Pinkston High School
Dallas, TXSkills
- Customer service excellence
- Customer retention strategies
- Telephone etiquette
- Account management
- Call handling
- Critical thinking skills
- Active listening
- Computer proficiency
- Conflict resolution
- CRM expertise
- Calm demeanor
- Professionalism and positivity
Certification
All Lines Adjusters License
Timeline
Customer Service Advocate
Harris and Harris (NTTA)
05.2025 - Current
Customer Service Specialist
Duncan Solutions (NTTA)
09.2023 - 05.2025
Assistant Director
Katie's Little Angels
01.2017 - 09.2023
Customer Support Specialist
Citi Financial Group
06.1999 - 12.2016
Third Keyholder
EZ Pawn
03.1998 - 02.1999
High School Diploma -
L.G Pinkston High School
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