Moira St. Amand
Nashville,TN
Summary
Customer Service professional with over 20 years of experience and proven history of detail-oriented employee training, team building, and customer satisfaction; looking to leverage and continue development of skills as a Customer Service Manager at Journeys.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Order Management Specialist
Journeys
08.2023 - Current
- Worked with leadership to identify department trends and utilize customer feedback to optimize customer experience
- Created positive customer experiences by effectively and efficiency resolving issues and reducing escalations
- Evaluated transactions and receipts to identify and act on suspicious fraudulent activity
- Utilized multiple order management, sales and service systems
Process Specialist
Journeys
06.2021 - 10.2022
- Assisted in planning and execution of presentations to department leadership
- Led meetings with management to discuss needs, answer questions, and present new ideas and materials
- Collaborated with Process Team Manager regarding development and implementation of team functions
Multimedia Team Lead
Journeys
09.2020 - 06.2021
- Primary lead for Multimedia Manager with various projects, including SMS implementation and Quality Assurance metric revisions
- Guided multiple team members to promotions within Journeys Customer Service and other departments in the company
- Continual development of team members to improve KPIs and QA scores, identify opportunities for improvement, and create strategies to achieve goals
- Assisted in training new Multimedia Team Leads
Multimedia Customer Service Representative
Journeys
05.2020 - 09.2020
- Provided exemplary customer service, resolving customer complaints with empathy and critical thinking
- Utilized Journeys' technologies (i.e., Salesforce, OMS, Teams, Outlook, etc.) to communicate with customers, teammates, and supervisors
- Completed Tier 3 (Customer Assistance Team) training
Bartender/Server
Sheraton Grand Nashville
09.2019 - 02.2020
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory
- Handled simultaneous customer, team, and business needs with minimal delays or errors
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol
Server
Paul & Elizabeth's
08.2014 - 07.2019
- Trained new team members on restaurant procedures, menu items, and performance strategies
- Established and maintained positive relationships with trainees to drive successful learning outcomes
- Worked with POS system to place orders, manage bills, and handle complimentary items
- Cultivated warm relationships with regular customers
Retail Salesperson
Jackson & Connor
05.2015 - 01.2016
- Described merchandise and explained use, operation, and continued care to customers
- Maintained knowledge of current sales and promotions, payment and exchange policies, and security practices
- Ticketed, arranged, and displayed merchandise to promote sales
Cafe Manager
Kind Grind, Inc.
01.2012 - 08.2014
- Trained and developed cafe employees to consistently exceed customer expectations and provide superior service
- Motivated staff to perform at peak efficiency and quality
- Assisted customers with inquiries and resolved complaints to establish trust and increase satisfaction
- Maintained and monitored effective inventory levels
Education
Bachelor of Arts - BA - English/Language Arts Teacher Education
Westfield State University
Westfield, MA01.2008
Skills
- Verbal and Written Communication
- Problem Solving
- Critical Thinking
- Analytical Skills
- Interpersonal Skills
- Employee Development
- Customer Service
- Sales
- Microsoft Excel
- Microsoft Word
Certification
Educators License (Grades 5-12), Commonwealth of Massachusetts
Timeline
Order Management Specialist
Journeys
08.2023 - Current
Process Specialist
Journeys
06.2021 - 10.2022
Multimedia Team Lead
Journeys
09.2020 - 06.2021
Multimedia Customer Service Representative
Journeys
05.2020 - 09.2020
Bartender/Server
Sheraton Grand Nashville
09.2019 - 02.2020
Retail Salesperson
Jackson & Connor
05.2015 - 01.2016
Server
Paul & Elizabeth's
08.2014 - 07.2019
Cafe Manager
Kind Grind, Inc.
01.2012 - 08.2014
Educators License (Grades 5-12), Commonwealth of Massachusetts
Bachelor of Arts - BA - English/Language Arts Teacher Education
Westfield State University
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