Sandra Moore
Lafayette
Summary
Dynamic customer service management professional with a strong ability to build and lead highly motivated teams while effectively guiding cross-functional initiatives in fast-paced environments. Expertise in managing complex projects and driving significant productivity improvements, particularly within credit card services, fraud operations, and collections. Proven track record of fostering collaboration and enhancing team performance, complemented by extensive experience in inbound, outbound, and blended call center operations. Exceptional skills in training and development, client relations, and problem-solving contribute to a results-driven approach that consistently meets organizational goals.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Sales Manager
Stuller, Inc
06.2021 - 10.2025
- Lead, coach, and developed team to perform at their best.
- Created a culture of trust, accountability, and continuous improvement.
- Ensured every customer interaction is handled with professionalism, empathy, and efficiency.
- Proactively identified and addressed customer needs, resolving escalations quickly.
- Oversaw daily call center operations, ensuring performance targets were met.
- Improved policies, processes, and workflows to boost efficiency and satisfaction.
Customer Service Manager
AT&T
09.2013 - 02.2019
- Managed a team of 15 - 21 agents in customer service and sales including hiring, training, and managing staff.
- Led teams within the top 10% of specialized departments to retain valuable customer base.
- Developed a training to increase sales while maintaining excellent customer service.
- Conducted trainings on new procedures or product launches.
- Prepared and executed performance plans for each agent to achieve and exceed monthly targets consistently.
- Prepared status reports for senior management detailing trending performance for each agent and how it impacts the target goals of the company.
- Payroll duties including reviewing time sheets for accuracy, completing wage computations, and reconciling discrepancies.
Customer Service Representative
AT&T
09.2003 - 09.2013
- Handled customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer
- Resolved customer inquiries and issues through multiple communication channels, ensuring satisfaction and retention.
- Acted professionally and patiently when addressing negative customer feedback.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Education
MBA - Business Administration
University of Phoenix
Bachelor of Arts - Communications
University of Louisiana at Lafayette
Lafayette, La01.2000
Skills
- Avaya
- Kronos
- Customer Relationship Management Software (CRM)
- Effective workflow management
- Salesforce
- Oracle
- MS Office expert
- Effective problem solver
- Relationship building
- Sales team training
- Staff management
- Goals and performance
Certification
- Microsoft 365 Fundamentals
- Management Essentials
- Certificate in Managing People and Performance
Timeline
Sales Manager
Stuller, Inc
06.2021 - 10.2025
Customer Service Manager
AT&T
09.2013 - 02.2019
Customer Service Representative
AT&T
09.2003 - 09.2013
Bachelor of Arts - Communications
University of Louisiana at Lafayette
MBA - Business Administration
University of Phoenix