Sha'Darria Moore
Dallas,TX
Summary
To grow with an organization that can take advantage of my skills, training, and experience that will also give me an opportunity to expand into new areas.
Overview
14
14
years of professional experience
Work History
Help Desk Representative Team Lead
Cardtronics USA
06.2023 - 06.2024
- Implemented proactive solutions to prevent recurring problems, reducing overall volume of support requests for agents.
- Reduced response times with effective ticket management, prioritizing urgent issues to ensure prompt resolution.
- Contributed to the development of a comprehensive knowledge base, assisting peers in resolving common problems efficiently.
- Identified areas for improvement within the help desk department, implementing strategies to enhance service quality.
- Performed quality control over agents work, to ensure tickets were being handled properly.
- Monitored phone queues to ensure agents were in compliance.
- Assigned daily assignments for agents.
Help Desk Representative
Cardtronics USA
01.2021 - 06.2023
- Responsible for answering inbound calls in a timely manner. Assisting customers/technicians with issues.
- Following up with customers/technicians via an outbound call.
- Improved customer satisfaction by addressing and resolving technical issues with ATMs.
- Enhanced team productivity by collaborating effectively with colleagues to resolve complex issues promptly and professionally.
- Reduced response times with effective ticket management, prioritizing urgent issues to ensure prompt resolution.
- Worked directly with technicians to manage inventory of IT equipment and supplies, ensuring availability for necessary repairs or replacements for ATMs.
Claims Analyst
Mr.Cooper Mortgage
01.2018 - 10.2020
- Performs claims reviews and reconciliation
- Responsible for researching the loan history and gathering documentation to support findings
- Complete calculations and preparing final claims/recovery packages
- Performed quality control functions.
Medical Practice Solutions
Plano
01.2017 - 12.2018
- Responsible for taking inbound calls and assisted members with their healthcare plans, so they could live a healthier life
- Provided members with both in network and out of network benefits
- Assisted members with finding doctors that accepted their insurance
- Assisted members with reaching out to their pharmacies so they were able to get their medications
- Processed claims and reimbursements
- Insurance verification.
Senior Refund Specialist
Capital One
01.2014 - 12.2017
- Assisted dealerships with processing refunds via paper check
- Worked the email and fax queue to gather data for customers who requested a refund
- Processed refunds for customers via ach and paper check.
- Responsible for managing a spreadsheet with all payment and account information.
- Manually input customer bank account information in to process the refund,
Customer Service Representative
Capital One
01.2011 - 12.2014
- Responsible for taking inbound calls assisting customers with their payments.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Agent
Aegis Commination's
01.2010 - 12.2011
- Responsible for taking inbound calls and assisted members with their healthcare plans, so they could live a healthier life
- Provided members with both in network and out of network benefits
- Assisted members with finding doctors that accepted their insurance
- Assisted members with reaching out to their pharmacies so they were able to get their medications.
Education
High School Diploma -
Lake Highlands High School
Dallas, TX06.2009
Skills
- Detail Oriented
- 10 key calculator
- Microsoft Powerpoint
- Task Prioritization
- Organizational skills
- Customer service
- Microsoft Word
- Microsoft Excel
- Remote Support
- Technical Support
- Teamwork and Collaboration
Timeline
Help Desk Representative Team Lead
Cardtronics USA
06.2023 - 06.2024
Help Desk Representative
Cardtronics USA
01.2021 - 06.2023
Claims Analyst
Mr.Cooper Mortgage
01.2018 - 10.2020
Medical Practice Solutions
Plano
01.2017 - 12.2018
Senior Refund Specialist
Capital One
01.2014 - 12.2017
Customer Service Representative
Capital One
01.2011 - 12.2014
Customer Service Agent
Aegis Commination's
01.2010 - 12.2011
High School Diploma -
Lake Highlands High School
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