MaShaun D. Mosley

• Focus on enhancing relationships with high-net-worth clients who have assets of $250,000 to $1 million, and have complex service and investment needs.
• Process customer requests to include options, equities, mutual funds and fixed income trades and other specialized monetary requests.
• Met customer call guidelines for service levels, handle time and productivity.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

• Licensing Preparation - became a FINRA Registered Representative by studying for and obtaining SIE, Series 7, and 63 licenses.
• Educated customers about billing, payment processing and support policies and procedures.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Met customer call guidelines for service levels, handle time and productivity.

● Monitor headcount and track schedule adherence throughout the shift by marking attendance and keeping track of agent breaks and assigned duties.

● Ensure agents are on task when on the clock, minimize distractions, and report any behavioral issues in real time to their respective Team Lead.

● React to incoming volumes by reassigning agents with the fluidity necessary to maximize efficiency and meet SLA goals for all support channels (prioritizing live channel coverage).

● Manage player crisis situations according to established procedures.

● Document notable activity during each shift according to established procedures.

● Participate in training and development activities.

● Monitor live chats for phishing activity, trending contact generators, and unreported outages or new issues with our games and services.

● Report issues with agent tools or game services within established SLA along with creation of PAS/SOS ticket.

● Chat flag assistance via AOV – Phishing – High level chats.

● Internal knowledge improvement: reviewing/editing knowledgebase articles, processes, and other resources.

● Supporting work: Initiatives that other teams need help with, that might not have the bandwidth to complete.

● Complete tasks as assigned by supervisory staff.

● Assist customers via live chat and email as dictated by contact volume.

● Service varied customer needs, including refund requests and other store related issues, such as fraud and account purchase blocks.

● When appropriate, redirect customers to outside regional support.

● Communicate with customers in a professional, organized, and compassionate manner.

● Identify and escalate new issues as encountered while following protocol.

● Complete additional tasks as assigned by team lead and supervisor.

● Assisted customers via live chat and email as dictated by contact volume.

● Assisted customers with account related issues such as account recovery and password resets.

● Diagnosed technical issues regarding game or client installation.

● Answer questions and provide resources to deepen understanding and build confidence.

● Followed clearly defined procedures to document interactions and transactions.

● Monitored workflow and load to qualified technicians, evaluating and assigning work as needed.

● Provided updates and status information on the progress of work, escalating as appropriate.

● Read and analyzed service orders and repair tickets ensuring they are processed accurately.

● Responded to incoming calls and chats to maintain appropriate service levels.

● Sold products and services to new and existing customers.

● Navigated multiple systems, databases, and applications to retrieve records for customers as well as data entry.

● Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

● Demonstrated empathy and passion for helping people and ensured an excellent customer experience.

● Assisted users and provided them with training in iOS systems and software.

● Navigated multiple systems, databases, and applications to retrieve records for users as well as data entry.

● Assisted users with username and password retrievals/resets.

● Sent emails to users detailing issues that were discussed, providing resources to deepen understanding and build confidence.

● Educated users on proper backup and device restoration practices.

● Maintained active ticket logs detailing actions and conversations while on the phone with users.