Neema Moore
Dallas,Tx
Summary
A Senior Customer Service Professional with 10+ years of experience, specializing in continuous improvement, client relations, and cross-functional leadership. A proven track record of building strong client relationships and identifying opportunities to enhance the customer experience and improve satisfaction ratings. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
12
12
years of professional experience
Work History
Healthcare Customer Service Agent
Chewy
09.2020 - 07.2024
- Served more than 80 customers daily, assisted in locating products, canceling orders, refunding money, and exchanging merchandise
- Refer unresolved customer problems to the Pharmacy department for further investigation
- Documented and recorded vet authorizations for customers' pets' veterinary food.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Informed clients of policies and procedures.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
Email Customer Service Agent
Chewy
05.2021 - 06.2023
- Interacted with customers primarily through email and help with inbound calls when needed
- Ensured customer satisfaction by responding to their inquiries, resolving issues, and providing information through email communication
- Responded to incoming emails in a timely and professional manner, ensuring accurate and helpful responses
- Investigated and resolved customer complaints or issues related to missing merchandise, refunding money, and tracking packages
- Collaborated with other departments to address complex customer issues and solve customers' problems.
Voice Customer Service Agent
Chewy
09.2020 - 05.2021
- Provided quality customer service in a high-volume call center processing transactions and assisting customers with setting up accounts
- Researched and problem-solve to determine appropriate solutions for customers, think proactively, and set follow-ups as needed to ensure contact resolution
- Engaged directly with customers on a variety of topics ranging from shopping for a new pet, finding the perfect toy, or problem-solving.
Sales Associate
Ann Taylor
09.2017 - 09.2020
- Establish positive rapport with customers to determine needs and sell high-quality Clothing
- Use skills in upselling to regularly exceed sales targets
- Display merchandise to create a visually appealing sales floor that encourages customers to purchase accessories in addition to high-quality clothing
- Worked as part of team to ensure orders were delivered accurately and efficiently
- Used point-of-sale machines to process payments at tables and cash registers.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Built relationships with customers to encourage repeat business.
Cashier
Whole Foods Market
12.2012 - 05.2017
- Manage and process sales transactions, interface with customers, and provide a high-quality customer experience
- Responsible for careful packaging of goods in paper, plastic, or reusable bags
- Contribute to increased sales by upselling add-ons and desserts
- Supported all lanes of checkout during peak shopping hours.
Education
High School diploma -
Skyline High School
Dallas, Tx05.2012
Skills
- Verbal and Written Communication
- Problem-Solving
- Multitasking
- Customer Service
- Active Listening
- Time Management
- Self Starter
- Problem-solving abilities
- Critical Thinking
- Customer Relations
- Problem Resolution
- Call center experience
- Conflict Resolution
- Complaint Handling
- Payment Processing
- Client Relations
- Customer satisfaction measurement
- Money handling abilities
- Follow-up skills
- Call Management
- Documentation
- Sales closing
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Achieve customer satisfaction through effectively helping with getting vet authorization by calling clinics to get verbal approvals.
- Achieve problem-solving through effectively helping with customers upload and email in vet authorizations.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Personal Information
Title: Customer Service Representative
Timeline
Email Customer Service Agent
Chewy
05.2021 - 06.2023
Healthcare Customer Service Agent
Chewy
09.2020 - 07.2024
Voice Customer Service Agent
Chewy
09.2020 - 05.2021
Sales Associate
Ann Taylor
09.2017 - 09.2020
Cashier
Whole Foods Market
12.2012 - 05.2017
High School diploma -
Skyline High School
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