MORGAN MOSES
Anna,TX
Summary
Customer Service Professional: Customer Service Professional with 5+ years' experience specializing and providing customer support within a Telecommunications, Non-Profit and Retail Environment. Skilled in communicating and building relationships with customers and employees at all levels while maintaining an overall great customer service experience across multiple lines of business.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Brinks Home Security
Remote
09.2023 - 01.2024
- Handle inbound calls from subscribers
- Resolve customer issues and complaints while increasing customer loyalty and satisfaction by identifying the problem, researching answers, and guiding the customer step-by-step through corrective measures for a mutually beneficial one-call resolution
- Ability to assess the customer’s needs through probing to uncover their ‘pain’, building rapport, and negotiating
- Professionally manages difficult or emotional customer situations, responds promptly to customer needs and responds to requests for service and assistance
- Provide basic alarm system troubleshooting and assistance installing new devices or other alarm components
Customer Service Representative
Tata Consultancy
Remote
09.2021 - 08.2023
- Handled customer inquiries and suggestions courteously and professionally
- Implemented and developed customer service training processes
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Managed timely and effective replacement of damaged or missing products
Virtual Agent
Wayfair
Remote
02.2020 - 09.2021
- Build a relationship with the customers throughout daily phone calls
- Service customers with post-order issues (returns, replacements, refunds, delivery status, back ordered items, and any issues with fulfillment
- Provide customer satisfaction working towards efficiency metrics, and issue resolution targets
- Identify areas of improvement and convey trends in customer calls to leadership
- Navigate multiple software applications and technologies simultaneously
- Use conflict management skills and maintain professional composure
Eligibility Enrollment Specialist
United Health Care
Plano, TX
01.2019 - 02.2020
- Process direct payments for student resources department
- Handle checks, cash, and money orders
- Answer follow-up emails from students regarding their health insurance
- Batch up and scan in confidential documentation
- Enter important data into the onbase system
Customer Service Representative
Geodis
McDonough, GA
07.2017 - 11.2018
- Interacting with customers by phone, email, or in person and receives orders or changes in service
- Coordinates special, last minute shipping requests with the transportation departments, expediting orders as necessary
- Adjusts complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation
- Processes and inputs all customer orders and receipts
- Runs stock reports to check for product availability
- Generates all related paperwork and necessary information required for customer work orders, checks all orders for special requests, and posts inventory records
Fraud Analyst I
Tsys
McDonough, GA
08.2016 - 05.2017
- Investigates potential credit card fraud cases based on information received from fraud detection system
- Analyze several aspects of account history, to include payment and transaction history
- Contact customers and merchants to obtain additional information regarding fraudulent charges
- Maintains accurate and complete documentation of all information necessary for the investigation
- Responds to 25 or more account inquiries per hour providing the merchants and cardholders of 5 or more assigned clients with standard/scripted to Service Level Agreement (SLA) defined alerts generated within the fraud detection queue
- Builds the credit card replacement orders and completes shipping materials
Education
A.A - Early Childhood Education
Southern Crescent Technical College
Griffin, GAHigh School Diploma -
Henry County High School
McDonough, GAAssociate of Science - Medical Billing And Coding
University of Phoenix
Tempe, AZ10.2021
Skills
- Data Entry Customer Follow-Up
- Data Management Telemarketing
- Microsoft Office Problem-solving
Timeline
Customer Service Representative
Brinks Home Security
09.2023 - 01.2024
Customer Service Representative
Tata Consultancy
09.2021 - 08.2023
Virtual Agent
Wayfair
02.2020 - 09.2021
Eligibility Enrollment Specialist
United Health Care
01.2019 - 02.2020
Customer Service Representative
Geodis
07.2017 - 11.2018
Fraud Analyst I
Tsys
08.2016 - 05.2017
A.A - Early Childhood Education
Southern Crescent Technical College
High School Diploma -
Henry County High School
Associate of Science - Medical Billing And Coding
University of Phoenix