Sanaa Moore
DeSoto
Summary
Dedicated and dependable professional with experience in remote customer service and federal assistance support. Skilled in handling high-volume calls, data entry, and providing accurate, empathetic guidance to individuals in need. Strong communicator with excellent time management and problem-solving abilities. Proven ability to work independently, follow procedures, and maintain confidentiality in a fast-paced environment. Seeking to contribute to FEMA’s mission by delivering high-quality support to disaster survivors and communities.
Experienced support team member with an earnest and upbeat nature. Detail-oriented and organized multitasker with good communication strengths and demonstrated talent for handling dynamic and demanding needs. Competent the field and support of desktop applications. Dedicated, attentive and gifted in coordinating activities. Compiles data, solves problems, and updates records.
Overview
1
1
year of professional experience
Work History
Remote Support Specialist – FEMA Disaster
Maximus
DeSoto
01.2024 - 12.2024
- Ensured compliance with company policies regarding security protocols.
- Verified accuracy of client data by running periodic audits.
- Assisted with the installation, configuration and maintenance of computer systems.
- Assisted disaster survivors by phone and online with applications for federal assistance.Handled high call volumes while maintaining excellent customer satisfaction.
- Handled high call volumes while maintaining excellent customer satisfaction.
- Maintained detailed records in FEMA systems and followed federal data privacy guidelines.
DSW Worker
Retail Associates
Cedar Hill
02.2024 - 11.2024
- Provided excellent customer service by assisting shoppers with shoe selection, sizing, and product information
- Operated POS system to process transactions, returns, and exchanges accurately
- Maintained clean and organized sales floor, fitting area, and stockroom
- Replenished merchandise and helped execute visual displays according to brand guidelines
- Promoted customer loyalty by encouraging sign-ups for DSW Rewards program
- Worked collaboratively with team members to meet sales goals and ensure customer satisfaction
Education
High School Diploma -
Desoto High School
Dallas, TX05-2024
Skills
- Communicates clearly and professionally through phone, email, and chat
- Handles difficult situations with patience and empathy
- Explains complex information in simple, easy-to-understand language
- Actively listens and provides accurate solutions to customer needs
- Proficient in Microsoft Office Suite (Word, Excel, Outlook)
- Fast and accurate data entry (40 WPM typing speed)
- Familiar with CRM systems and call center software (eg, Salesforce, Zendesk)
- Comfortable navigating multiple systems or tabs during live calls
- Maintains accurate and organized digital records
- Schedules, tracks, and follows up on pending cases or tasks
- Prioritizes tasks effectively to meet tight deadlines
- Pays close attention to detail when verifying information or entering data
- Quickly identifies issues and works through solutions independently
- Follows up on unresolved problems to ensure satisfaction
- Escalates complex issues appropriately when needed
- Applies FEMA or agency guidelines consistently and fairly
- Reliable and punctual; maintains excellent attendance
- Adapts easily to policy changes or updated procedures
- Works independently with minimal supervision in remote settings
- Collaborates well in team environments and contributes to shared goals
Timeline
DSW Worker
Retail Associates
02.2024 - 11.2024
Remote Support Specialist – FEMA Disaster
Maximus
01.2024 - 12.2024
High School Diploma -
Desoto High School