Margaret Brooke Moffat
Zoar,Ohio
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
32
32
years of professional experience
Work History
Customer Service Representative
Charter Communications
10.2017 - 01.2024
- Answer customers' questions about products, prices, availability, product uses, and credit terms
- Estimate or quote prices, credit or contract terms, warranties, and delivery dates
- Arrange and direct delivery and installation of products and equipment
- Obtain credit information about prospective customers
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Solicit sales of new or additional services or products.
Senior Customer Service Representative
Roadrunner Transportation
06.2017 - 10.2017
- Negotiate and arrange transport of goods with shipping or freight companies
- Notify consignees, passengers, or customers of the arrival of freight or baggage, and arrange for delivery
- Determine method of shipment and prepare bills of lading, invoices, and other shipping documents
- Enter shipping information into a computer by hand or by a hand-held scanner that reads bar codes on goods
- Contact vendors and/or claims adjustment departments in order to resolve problems with shipments, or contact service depots to arrange for repairs
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Refer unresolved customer grievances to designated departments for further investigation.
Customer Service and Retention Account Manager
AT&T
11.2012 - 10.2016
- Resolve customer complaints regarding sales and service
- Answer customers' questions about products, prices, availability, or credit terms
- Quote prices, credit terms, or other bid specifications
- Emphasize product features based on analyses of customers' needs and on technical knowledge of product capabilities and limitations
- Negotiate prices or terms of sales or service agreements
- Maintain customer records, using automated systems
- Select the correct products or assist customers in making product selections, based on customers' needs, product specifications, and applicable regulations
- Inform customers of estimated delivery schedules, service contracts, warranties, or other information pertaining to purchased products
- Sell service contracts for products
- Verify customers' credit ratings, and appraise equipment in order to determine contract terms and trade-in values
- Plan and direct staffing, training, and performance evaluations to develop and control sales and service programs
- Direct, coordinate, and review activities in sales and service accounting and recordkeeping, and in receiving and shipping operations.
Global Billing Solutions Representative
01.2010 - 12.2012
- Reconciled and reported discrepancies found in records
- Researched and resolved collections and billing disputes with tact and efficiency
- Computed, recorded, and proofread data, records and reports
- Managed projects and served as a primary liaison between client and multiple internal groups to ensure clarity of goals and quality and adherence to deadlines
- Calculated, prepared, and issued bills, invoices and account statements according to established procedures
- Complied with federal, state and company policies, procedures and regulations.
Toll Operator
01.2009 - 12.2009
- Offer special assistance to persons such as those who are unable to dial or who are in emergency situations
- Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls
- Calculate and quote charges for services such as long-distance connections
- Monitor automated systems for placing collect calls and intervene for callers needing assistance
- Interrupt busy lines if an emergency warrants.
Directory Assistance Operator
11.1999 - 12.2008
- Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information
- Offer special assistance to persons such as those who are unable to dial or who are in emergency situations
- Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls
- Update directory information
- Perform clerical duties such as typing, proofreading, and sorting mail.
Telemarketing Manager
The Women's 17 Minute Workout
04.1992 - 08.1999
- Direct the hiring, training, or performance evaluations of marketing or sales staff and oversee their daily activities
- Deliver prepared sales talks, reading from scripts that describe products or services, in order to persuade potential customers to purchase a product or service or to make a donation
- Adjust sales scripts to better target the needs and interests of specific individuals
- Contact businesses or private individuals by telephone in order to solicit sales for goods or services, or to request donations for charitable causes
- Obtain customer information such as name, address, and payment method, and enter orders into computers
- Obtain names and telephone numbers of potential customers from sources such as telephone directories, magazine reply cards, and lists purchased from other organizations
- Maintain records of contacts, accounts, and orders
- Schedule appointments for sales representatives to meet with prospective customers or for customers to attend sales presentations
- Resolve customer complaints regarding sales and service
- Plan and direct staffing, training, and performance evaluations to develop and control sales and service programs
- Oversee regional and local sales managers and their staffs.
Education
Tuscarawas Central Catholic
New Philadelphia, OhioBusiness Management -
Kent State University
New Philadelphia, OhioSkills
- Product Education
- Critical Thinking
- Process Optimization
- Data Entry
- Problem Resolution
- CRM Software
- Service Upselling
- Conflict Mediation
- Payment Processing
Qualifications Summary
Focused Operations Manager successful in contract negotiation and process improvement. Remains calm and poised even in high-pressure situations. Leverages in-depth knowledge of industry trends and shifts to offer valuable insights on opportunities for new growth and expansion.
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Customer Service Representative
Charter Communications
10.2017 - 01.2024
Senior Customer Service Representative
Roadrunner Transportation
06.2017 - 10.2017
Customer Service and Retention Account Manager
AT&T
11.2012 - 10.2016
Global Billing Solutions Representative
01.2010 - 12.2012
Toll Operator
01.2009 - 12.2009
Directory Assistance Operator
11.1999 - 12.2008
Telemarketing Manager
The Women's 17 Minute Workout
04.1992 - 08.1999
Tuscarawas Central Catholic
Business Management -
Kent State University
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