MoeKysha Robinson-Tate
Murfreesboro,TN
Summary
Dedicated customer-focused professional with demonstrated strengths in customer service, critical thinking. Troubleshooting skills to resolve issues and identify root causes. Strong record of success in resolving customer concerns with first call resolution. Solid background cultivating positive relationships while seeking out opportunities to delight customers and exceeding goals.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Member Service Representative
Archimedes
Brentwood, TN
08.2025 - Current
- Ensures all customers receive an excellent level of customer service.
- Handling front-line inbound and outbound member calls, with the ability to quickly gain a deep understanding of Archimedes' services and customer needs
- Follows established procedures, processes, and standards for production, productivity, quality, and customer service.
- Meets performance targets for speed, efficiency, and quality
Tech Expert
Verizon
09.2005 - 10.2023
- Supported customers with questions or dealing with technical and or billing issues.
- Actively listened to customer requests and specifications and made suggestions to appropriately fulfill needs.
- Delivering expert support for diverse needs by using my technical knowledge to diagnose and troubleshoot issues.
- Remained current on innovative marketing campaigns to respond appropriately to marketing related inquiries.
- Maintained records of customer interactions or transactions, recording details of inquiries and actions taken.
- Planned and executed strategies to increase business and drive profit growth.
- Navigated multiple computer systems and used search tools to find information.
- Collaborated with colleagues and co-workers to deliver quality customer experience.
- Informed customers of promotions and exclusive offers to increase sales.
- Promoted customer satisfaction with fast knowledgeable service by anticipated needs and resolved problems while keeping a customer satisfaction score of 98.7%.
- Gathered and verified required customer information for tracking purposes.
- Consistently exceeded or met team and company goals in customer service environment with overall ranking in the top 25% of the company.
- Engaged positively with peers and other staff members to keep friendly, supportive, and cooperative work atmosphere.
- Approached and solved problems with initiative and sound judgment.
- Contacted customers to respond to inquiries or notify of claim investigation results or adjustments.
- Established new customer accounts in system and updated details to reflect current information.
- Participated in training and workshops to enhance skills and acquire resourceful tools.
- Implemented Tech Boot Camp reduce invalid transfers by 13%.
Skills
- Google Drive
- Critical Thinking
- Active Listening
- Multitasking
- Problem Resolution
- MS Office
- Project Planning
- Organization and Time Management
Certification
- Basic customer service agent certification
- Call center certification
- Customer experience certification
- Customer service leadership certification
Timeline
Member Service Representative
Archimedes
08.2025 - Current
Tech Expert
Verizon
09.2005 - 10.2023