MADISON LLORCA MOORE
Riverview,FL
Summary
Customer-focused associate with a solid understanding of real-world dynamics. Results-driven with Proven ability to establish rapport with customers /clients. Dedicated customer service professional Highly motivated to maintain customer satisfaction and contribute to the company’s success. Able to multitask and consistently produce high-quality results with established time constraints. Excellent interpersonal, verbal, and written communication skills, outstanding work ethic, and highly accurate and well-organized.
Overview
9
9
years of professional experience
Work History
Customer Care Advocate
VERIZON
Tampa, FL
01.2025 - Current
- Troubleshoot technical, billing, and device-related customer issues while delivering exceptional customer service and first-call resolution.
- Assist customers with internet and mobile setup, warranty replacements, account maintenance, and device support.
- Manage billing inquiries, explain service plans and features, process upgrades, payments, and account changes.
- Identify customer needs and recommend products, upgrades, accessories, home internet, and additional Verizon services.
- Focus on customer retention by resolving complaints professionally and building trusted customer relationships and brand loyalty.
- Accurately document customer interactions, troubleshooting steps, and account updates within internal company systems.
- Navigate multiple databases and systems efficiently while handling high call volumes in a fast-paced environment.
- Demonstrate strong multitasking, communication, and problem-solving skills while adapting to Verizon’s evolving products, services, and network solutions.
Member Business Representative
The Savings Group (Autopay)
05.2024 - 01.2025
- Developed and maintained strong client relationships to enhance customer satisfaction and retention.
- Collaborated with cross-functional teams to streamline business processes and improve service delivery.
- Conducted market research to identify trends and inform strategic decision-making for product offerings.
- Trained new staff on operational protocols, enhancing team performance and efficiency.
Banking member service representative
SOCIAL FINANCE (SOFI)
02.2022 - 07.2022
- Create candid responses to effectively communicate with Members
- Bring inconsistencies and problems to the attention of process/product owner and quickly provide solutions.
- Provide excellent customer service that leverages soft skills, balancing being efficient, and ultimately leading to First Call Resolution (FCR) Respond to customer inbound inquiries via phone, chat, and email regarding to the SoFi Money, Samsung Money by SoFi, SoFi Invest, and Lending Products.
- Produce outbound calls to potential borrowers and aid in loan origination process to successfully complete the application process.
- Review financial information from all relevant parties.
- Submit and monitor the status of the loan and maintain good rapport with potential borrowers.
- Remote WFH
Workers’ compensation Med II service specialist
HEALTHESYSTEMS LLC – PBM
Tampa
09.2021 - 02.2022
- Contacting pharmacies in order to process prior authorization request working through appropriate ready for call approved queue.
- Strong understanding of medication terminology, punctuation and uses.
- Document all activities done in client portal.
- Tampa
Customer Service Representative
ROOMS TO GO CALL CENTER
Tampa
05.2021 - 08.2021
- Attend to customer billing inquiries, product concerns, and service questions while maintaining a high level of professionalism.
- Ensure deliveries and returns were scheduled within the customers availability.
- Troubleshoot customer product concerns, reported and scheduled product returns and reimbursements while providing exceptional customer service.
- Tampa
Customer Service Representative
ASHLEY FURNITURE CALL CENTER
Tampa
11.2020 - 05.2021
- Communicate with customers to schedule deliveries from local Ashley Home Stores.
- Assess in-store inventory to ensure on-time customer delivery. Utilized online resources as a backup.
- Addressed billing questions and concerns while providing the absolute best customer service.
- Tampa
Student Loan Coordinator
WIPRO/P.H.E.A. A
Tampa
07.2019 - 10.2020
- Handle on average 45-55 incoming calls from potential students per day.
- Discuss loan opportunities and offered best recommendations to ensure success.
- Follow up on messages and ensure that all questions and concerns are handled professionally and timely.
- Tampa
Accounts Payable Specialist
AMERICARE AMBULANCE
Seffner
05.2018 - 05.2019
- Sort, code, and reconcile batch invoices.
- Reviewed and processed 50+ invoices via Zoll system
- Verify and post transactions to appropriate accounts.
- Correspond with vendors, follow up on inquiries while maintaining confidentiality and HIPAA standards
- Seffner
Customer Service Representative
GENERAL DYNAMICS TECHNOLOGY
Tampa
09.2017 - 05.2018
- Receive high volume calls while offering extraordinary customer service.
- Discuss Medicare insurance plans with potential subscribers while securing (PHI) Personal Health Information
- Handled customer complaints and concerns timely and professionally escalated as necessary.
- Tampa
Education
High School Diploma - undefined
Christian Almega Preparatory Academy
06.2018
Skills
- Microsoft Office
- ZOLL software
- Typing 35wpm
- Social Media savvy
- Data Entry
- Flexible
- Time Management
Key Strengths
- Self-motivated
- Detail-Oriented
- Coachable
- Team Player
- Problem Solver
- Results Driven
- Excellent Customer Service
- Accounts Payable
- Reconciliation
Timeline
Customer Care Advocate
VERIZON
01.2025 - Current
Member Business Representative
The Savings Group (Autopay)
05.2024 - 01.2025
Banking member service representative
SOCIAL FINANCE (SOFI)
02.2022 - 07.2022
Workers’ compensation Med II service specialist
HEALTHESYSTEMS LLC – PBM
09.2021 - 02.2022
Customer Service Representative
ROOMS TO GO CALL CENTER
05.2021 - 08.2021
Customer Service Representative
ASHLEY FURNITURE CALL CENTER
11.2020 - 05.2021
Student Loan Coordinator
WIPRO/P.H.E.A. A
07.2019 - 10.2020
Accounts Payable Specialist
AMERICARE AMBULANCE
05.2018 - 05.2019
Customer Service Representative
GENERAL DYNAMICS TECHNOLOGY
09.2017 - 05.2018
High School Diploma - undefined
Christian Almega Preparatory Academy