Mashella Moore
Fort Worth,TX
Summary
Assisted teams in achieving sales targets through effective customer service and support. Built strong relationships with clients to enhance satisfaction. Resolved customer issues promptly to cultivate loyalty and trust.
Executed customer service strategies to effectively de-escalate concerns and enhance positive interactions.
Overview
25
25
years of professional experience
Work History
Dispatcher
AAA Roadside Assistance
Coppell, TX
05.2022 - Current
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Monitored changes in delivery schedule and communicated changes to customers.
Sales Representative
Bank of America
Fort Worth, TX
09.2021 - 05.2022
- Contacted new and existing customers to outline benefits of products.
- Fostered relationships with customers to expand customer base and retain business.
- Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Collected payments and provided accurate change.
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
Collections Specialist
CMI Group
Coppell, TX
01.2019 - 09.2020
- Processed payments and contracts on accounts.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
- Processed payments and applied to customer balances.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Counseled debtors on payment options and arranged installment agreements.
Technical Support Representative
Altice USA
Tyler, TX
03.2019 - 02.2020
- Activated accounts for clients interested in new services.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular
Sales Associate
Publishing Concepts Inc
Dallas, TX
04.2018 - 02.2019
- Engaged with customers to effectively build rapport and lasting relationships.
- Completed orders and organized product deliveries to meet customer timetables.
- Provided positive first impressions to welcome existing, new and potential customers.
- Achieved perfect attendance and on-time record.
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
- Answered customer questions regarding sizing, accessories and proper care for merchandise.
Client Retention Specialist
AT&T
Dallas, TX
03.2001 - 01.2018
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Conducted research, gathered information from multiple sources and presented results.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Resolved problems, improved operations and provided exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth.
- Designed, reproduced and distributed variety of training aids for onboarding team members.
- Motivated team members to consistently achieve or exceed performance expectations.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
Certificate - Aviation /Travel
International Aviation And Travel Academy
Arlington, TXDiploma - Academic Program
Frankston High School
Frankston, TXSkills
Implemented persuasive techniques to enhance communication effectiveness
Developed and refined scripted responses to enhance customer interactions
Managed high-volume inbound and outbound calls to ensure customer satisfaction
Assisted in managing collections processes to recover outstanding debts Supported team efforts to maintain accurate records of accounts Collaborated with colleagues to resolve customer inquiries regarding payments
Executed account reconciliation processes to ensure financial accuracy and integrity
Executed precise payment posting to ensure accurate financial records
Implemented strategies to enhance overall performance metrics
Executed insurance plan verification processes to ensure accurate patient coverage
Demonstrated proficiency in generating comprehensive reports and analyses
Demonstrated proficiency in implementing effective behavior management strategies
Assisted in developing project timelines and organizing resources for team initiatives Supported team members in executing strategic plans effectively Coordinated tasks to maintain project alignment with organizational goals
Established and enforced ethical standards of conduct within the organization
Demonstrated meticulous attention to detail in all tasks and projects
Assisted customers with inquiries and issues to enhance satisfaction Provided support in resolving product-related concerns Facilitated communication between customers and service teams
Facilitated conflict resolution processes to enhance team collaboration
Processed payments efficiently to support daily operations Assisted customers with payment inquiries to enhance satisfaction Collaborated with team members to streamline payment procedures
Accomplishments
Perfect Attendance
Timeline
Dispatcher
AAA Roadside Assistance
05.2022 - Current
Sales Representative
Bank of America
09.2021 - 05.2022
Technical Support Representative
Altice USA
03.2019 - 02.2020
Collections Specialist
CMI Group
01.2019 - 09.2020
Sales Associate
Publishing Concepts Inc
04.2018 - 02.2019
Client Retention Specialist
AT&T
03.2001 - 01.2018
Certificate - Aviation /Travel
International Aviation And Travel Academy
Diploma - Academic Program
Frankston High School