Monika Moore
Covington,GA
Summary
To obtain a position that will utilize my skills and allow for career growth. Service-oriented Customer Support Representative with 15+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Self-motivated professional with outstanding oral and written communication skills. Highly knowledgeable in computer software development. Experience performing quality assurance testing and consultative services for customers.
Engaging Quality Control Analyst with excellent collaboration and troubleshooting skills. Highly effective inw working with clients, peers and professionals. Experienced in inspections and mentoring others.
Overview
19
19
years of professional experience
Work History
Quality Assurance Analyst
Trans World Marketing
Atlanta , GA
02.2022 - 07.2024
- Performed functional, system integration, regression, user acceptance testing.
- Assisted other members of the QA team in identifying areas for improvement in processes and procedures.
- Participated in daily scrum meetings providing status updates on projects assigned.
- Monitored production environment performance metrics for anomalies that could indicate quality issues.
- Provided feedback on usability and suggest improvements to the product design teams.
- Used quality monitoring system to compile and track individual and team performance.
- Maintained self-study program to enhance QA knowledge and skills.
- Communicated regularly with management to discuss quality trends.
- Trained and led staff on proper QA standards.
Outreach Specialist
United Way
01.2021 - 12.2022
- Assist applicant who are behind on rent, utilities, or internet
- I handled a large amount of calls on a daily basis (75-100 daily) form individuals who needed help with rent or electricity
- We assist qualifying applicant who are behind on rental payments, as well as utilities
- If they have an eviction filed, we assist them in court
- Our goal is to stop them from receiving an eviction
- We filter through bank statements as well as the tax documents to determine if the applicants are eligible
- We also filter through the rental documents provided from the
- Landlord as well as the tenant to determine if they are in fact needing rental assistance.
- Pre-qualified individuals for services by collecting and verifying applicants' personal, financial and employment histories.
- Offered personalized support to individuals needing rental/shelter services, helping connect each with available resources and relevant team members.
Service Representative
Auto Club Group
04.2017 - 03.2020
- Provide support services to members that would call in (very high call volume.. 150 calls daily sometimes) including greeting, servicing and selling travel and membership products (car, hotel, basic tour packages, etc.), generating leads, updating members on travel and insurance specials and providing travel information including triptiks, tour books, maps, etc
- Respond to customer inquiries and refers to senior staff or agent when appropriate
- Provide cashiering services to members including taking insurance payments (installment, lapse or reinstatement), travel and membership payments, sale of tickets and travel money products, processing remittance/depository transfers and balancing cash drawer
- Receive and resolves member/customer complaints and seeks assistance from management in complaint resolution when appropriate
- Provide administrative support to the travel and/or insurance sales staff during peak periods.
Security Officer
24/7 global inc.
ORLANDO, FL
07.2017 - 02.2020
- Maintained accurate logs of all security related activities.
- Adhered to post orders while maintaining a visible presence around the property.
- Checked for safety hazards and took corrective action when necessary.
- Provided escorts for visitors as needed throughout the facility.
- Confirmed visitor identification prior to granting entry into the building.
- Greeted staff, guests, vendors, contractors. upon arrival at the facility entrance.
- Assisted with crowd control during large events held at the facility.
- Monitored surveillance cameras and responded to suspicious activity.
Customer Service Representative
Fresh Beginnings (ELEAD)
Valdosta, GA
02.2012 - 01.2015
- Escalated customer concerns, store issues and inventory requirements to supervisors
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer
- Exceeded team goals and collaborated with staff to implement customer service initiatives
- Assisted drivers on failed ride request, cancellations, meet daily earning needs, or bonuses that have not been received
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Consulted with customers to determine best methods to resolve service and billing issues
- Achieved high customer satisfaction scores by de-escalating complaints quickly.
Customer Support Representative
Armatis
Orlando, FL
02.2009 - 05.2012
- Manage large amounts of incoming calls
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow-up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies.
- Connected with customers to address questions and resolve issues through phone and email.
Customer Service Representative
Comcast/brighthouse
Orlando, FL
05.2005 - 01.2009
- Customer service, account updates, customer payments, modem troubleshooting, as well as account closers
- Answered customer telephone calls promptly to avoid on-hold wait times. (80-100 calls on a daily basis)
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Provided information regarding charge accounts and loyalty programs.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Education
Associate of Business Administration - Business Administration And Management
Mid Florida Tech
Orlando, FL04.2004
No Degree - Diploma
Oak Ridge High School
Orlando, FL05.2002
Skills
- Administrative support
- Billing
- Communication skills
- Customer Satisfaction
- Customer service
- Detail oriented
- Help Desk Support
- Tracking and Documentation
- Collaborative Team Player
- Microsoft Windows and Office
- Resolving Problems and Incidents
- Google Spreadsheets
- Troubleshooting Network Issues
- Software Evaluation
Timeline
Quality Assurance Analyst
Trans World Marketing
02.2022 - 07.2024
Outreach Specialist
United Way
01.2021 - 12.2022
Security Officer
24/7 global inc.
07.2017 - 02.2020
Service Representative
Auto Club Group
04.2017 - 03.2020
Customer Service Representative
Fresh Beginnings (ELEAD)
02.2012 - 01.2015
Customer Support Representative
Armatis
02.2009 - 05.2012
Customer Service Representative
Comcast/brighthouse
05.2005 - 01.2009
Associate of Business Administration - Business Administration And Management
Mid Florida Tech
No Degree - Diploma
Oak Ridge High School
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