Summary
Overview
Work History
Education
Skills
Qualification Profile
Quote
Timeline
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SAMANTHA MOORE

Jacksonville,NC

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

22
22
years of professional experience

Work History

Apple Technical Support Senior Advisor

Kelly Connect
2022.05 - Current
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Created user accounts and assigned permissions.
  • Installed and configured operating systems and applications.
  • Managed call flow to respond to technical support needs of customers
  • Resolved service and technical problems for customers by asking clear and specific questions
  • Served as role model for mentees by demonstrating strong values and ethical standards
  • Assisted mentees in developing self-confidence and positive self-image
  • Provided guidance on stress management and grounding techniques to reduce overwhelm

Office Manager

Le Bleu
2010.08 - 2021.09
  • Maintained computer and physical filing systems.
  • Created, maintained and updated filing systems for paper and electronic documents.
  • Updated reports, managed accounts, and generated reports for company database.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Developed and maintained successful relationships with vendors, suppliers and contractors.
  • Managed office operations while scheduling appointments for department managers.
  • Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
  • Coordinated special projects and managed schedules.
  • Managed compliance to keep organization operating within legal and regulatory guidelines.
  • Reported to senior management on organizational performance and progress toward goals.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Admin Assistant-Temporary Contract

City of Jacksonville
2009.05 - 2009.09
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Created and maintained databases to track and record customer data.
  • Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
  • Scheduled office meetings and client appointments for staff teams.

Coordinator Employee Accounts; Customer Care/Credit and Activations Representative

Verizon Wireless Call Center
2001.10 - 2008.06
  • Provided guidance to cross-functional team members to achieve goals.
  • Reviewed and processed credit applications for new customers.
  • Investigated and evaluated customers for creditworthiness and potential risk factors.
  • Monitored client abilities and account information to determine appropriate credit approval decisions.
  • Updated client accounts with new information and verified data for informed credit approvals.
  • Collaborated with management to evaluate credit strategies and develop improvements.
  • Motivated and encouraged staff to enhance productivity and meet demanding internal and customer targets.
  • Maintained full knowledge of current regulatory environment and made proactive adjustments to meet changing requirements.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Cross-trained and provided backup support for organizational leadership.
  • Coached team members in techniques necessary to complete job tasks.
  • Trained new team members by relaying information on company procedures and new products.
  • Supervised team members to confirm compliance with set procedures and quality requirements.

Education

High School Diploma -

Jacksonville High School
Jacksonville, NC

No Degree - Medical Billing And Coding

Coastal Carolina Community College
Jacksonville, NC

Skills

  • Software Installation
  • Technical Support
  • Network Diagnostics
  • Customer Service
  • Data Recovery
  • Bookkeeping
  • Office Management
  • Data Entry
  • Team Supervision
  • Administrative Support
  • Organizational Skills
  • Training and Coaching
  • Apple IOS
  • Diagnostic Tools
  • Customer Inquiries
  • Analytical and Methodical
  • Resolve Technical Problems
  • Creative Issue Resolution
  • Data Connectivity
  • Troubleshooting Network Issues
  • Desktop Partitioning Software
  • Root Cause Support
  • Collaborative Team Player
  • Microsoft Windows and Office
  • Customer Communication and Empathy
  • Issue and Resolution Tracking
  • Computer System Diagnostics Software
  • Cash Deposit Preparation
  • Data Entry Documentation
  • 10-Key Proficiency
  • Meeting Minutes
  • CRM Software
  • Excel Spreadsheets
  • Back Office Operations
  • Employee Training
  • Microsoft Access
  • Microsoft Outlook
  • Credit Checks
  • Accounting and Bookkeeping
  • Senior Leadership Support
  • Medical Terminology
  • Set Appointments
  • Customer Relations and Communications
  • Time Management
  • Organize Files
  • Recordkeeping

Qualification Profile

  • Over ten years of hands on experience working in Microsoft office environments
  • Addressed personnel issues implemented policy on discipline resolved conflicts.
  • Extremely familiar with relational databases and producing reports in various formats.
  • Familiar with military and law enforcement terminology.
  • Computer skills include Microsoft word, access and excel. Crystal reports, lotus notes, Auto CAD.
  • Good approach to learning new skills at all times regardless of current knowledge.
  • Ability to perform tasks without supervision when required.
  • Good research skills and ability to check for errors in documentation.
  • Attention to detail is a particularly good skill I have attained during my career.
  • Excellent written and verbal communication skills.
  • Highly motivated personality with positive approach.
  • Proven ability to speak in a confident and assertive manner at all levels when required.
  • Exceptional telephone etiquette.
  • Skilled customer service representative
  • Effectively manage multiple calls per day
  • Often utilized as a coaching agent
  • Highly proficient with data entry utilizing Windows XP, Excel, MS Word Experienced in operating office equipment including printer, copier, fax machine, multi phone line systems, and adding machine.
  • Strong, independent organizing and prioritizing skills with the consistent ability to multi task.
  • Has worked with IOS devices (iPhones), Smartphones, Tablets and PC's.
  • Dependable and honest team player!

Quote

Every problem is a gift—without problems we would not grow.
Tony Robbins

Timeline

Apple Technical Support Senior Advisor

Kelly Connect
2022.05 - Current

Office Manager

Le Bleu
2010.08 - 2021.09

Admin Assistant-Temporary Contract

City of Jacksonville
2009.05 - 2009.09

Coordinator Employee Accounts; Customer Care/Credit and Activations Representative

Verizon Wireless Call Center
2001.10 - 2008.06

High School Diploma -

Jacksonville High School

No Degree - Medical Billing And Coding

Coastal Carolina Community College
SAMANTHA MOORE