Monica Moore
Cypress,TX
Summary
Customer Experience Specialist with expertise in dispatch coordination and call center operations. Managed high call volumes and maintained accurate records, demonstrating strong communication and data management skills. Focused on improving customer satisfaction and operational efficiency.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Customer Experience Specialist / Dispatcher
US Med-Equip
Houston, USA
09.2022 - 12.2025
- Coordinated dispatch of medical equipment and hospital beds to ensure timely delivery across 20 nationwide branches.
- Managed 75–100 inbound calls daily using the Genesys system while maintaining response times under three minutes.
- Scheduled deliveries and pickups while documenting interactions to enhance service records.
- Maintained accurate customer records in GOUSME portal to support effective service delivery.
- Communicated equipment issues with Biomedical teams to ensure timely repairs.
- Recognized with multiple performance shout-outs for responsiveness and service excellence.
Security Supervisor
Securitas Security Services
Houston, USA
09.2005 - 09.2022
- Supervised and trained team of 40 security officers across three facilities, enhancing overall team readiness and response capabilities.
- Managed scheduling, shift coverage, and incident response to ensure optimal security operations and preparedness.
- Monitored CCTV, access control, and alarm systems to maintain facility safety.
- Responded to emergencies and prepared detailed incident reports for leadership.
- Conducted training and performance coaching for new and existing staff to improve compliance with safety protocols and operational standards.
Receptionist / Customer Service Representative
Excel Logistics
Houston, USA
01.1998 - 05.2002
- Managed high-volume inbound calls, addressing shipment inquiries to enhance customer satisfaction.
- Prepared shipping documentation and maintained organized freight records in Excel for efficient tracking.
- Coordinated with carriers to troubleshoot delivery issues, ensuring timely shipments and improved service reliability.
Education
High School Diploma -
Booker T. Washington
Houston, TX05-1983
Skills
- Customer Service & Call Center Operations
- Dispatch Coordination & Logistics
- Service Request Management
- Healthcare Coordination
- Incident Reporting & Documentation
- Data Entry & Record Management
- Customer Relationship Management
- Client Management Tools
- Telecommunications Management
- Digital Communication
- Microsoft Office Suite
- Word Processing & Document Formatting
- Safety Protocols
Certification
- CPR / AED Certified
- High-Rise Emergency Response Certified
Timeline
Customer Experience Specialist / Dispatcher
US Med-Equip
09.2022 - 12.2025
Security Supervisor
Securitas Security Services
09.2005 - 09.2022
Receptionist / Customer Service Representative
Excel Logistics
01.1998 - 05.2002
High School Diploma -
Booker T. Washington