Shauna Moss
Killeen,TX
Summary
With a proven track record at Convergys, I excel in customer service and complaint resolution, leveraging my call center experience and problem-solving skills. I've significantly enhanced customer loyalty by delivering empathetic and efficient solutions, showcasing my ability to manage high-stress situations and maintain professionalism.
Overview
23
23
years of professional experience
Work History
Customer Service Advocate
HGS - Hinduja Global Solutions
05.2021 - 12.2022
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
- Increased customer retention by offering personalized solutions and building rapport through empathetic listening.
- Utilized CRM software to track customer interactions, ensuring seamless handoff between support agents when needed.
- Maintained up-to-date knowledge of product and service changes.
Shift Manager
Churches Chicken
09.1999 - 10.2006
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Promoted a positive work environment through open communication and constructive feedback.
- Kept employees operating productively and working on task to meet business and customer needs.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Excelled in every store position and regularly backed up front-line staff.
- Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
- Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
- Exercised composure under pressure and in escalated customer service scenarios.
- Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Tracked receipts, employee hours, and inventory movements.
- Adhered to company standards and compliance requirements for operations and cleanliness of areas.
- Maintained compliance with health and safety regulations, ensuring safe working environment for all employees.
- Resolved customer complaints with effective problem-solving techniques, maintaining high levels of customer loyalty.
Customer Service Representative
Convergys
09.1999 - 09.2000
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Associate of Science - Health Sciences - Medical Administrative Assistant
03.2021
- Credentials awarded for Health Sciences - Medical Administrative Assistant
- Credential Date Awarded:3/28/2021
- Date Cleared:4/5/2021
- GPA: 3.60
Skills
- Call center experience
- Data entry
- Administrative support
- Data collection
- Complaint handling
- Complaint resolution
- Computer proficiency
- Credit card processing
- Professional telephone demeanor
- Payment handling
- CRM software
- Problem-solving
- Medical terminology
- Member support
- Customer service
- Documentation
Accreditation and Licensure
- Institutionally accredited by the Accrediting Bureau of Health Education Schools (ABHES.org) and licensed by the Commission for Independent Education (CIE).
- Academic Credits: Ultimate Medical Academy grants semester credits. The following formula is used for determination of credit:1 semester credit equals15 classroom lecture hours,30 laboratory hours or45 externship/clinical/practicum hours.
- Ultimate Medical Academy Grading System: Grades are based on the traditional4.0 quality point grading system.
Grading Scale
- Grading Scale for UMA Online Programs, Ground Medical Billing and Coding Diploma, Pharmacy Technician Diploma, and General Education and Elective Courses in Associate Degree Programs Except Emergency Medical Technician and Nursing Program
- Grade A:89.5 -100.0, Quality Points:4, Definitions: Outstanding
- Grade B:79.5 -89.49, Quality Points:3, Definitions: Above Average
- Grade C:69.5 -79.49, Quality Points:2, Definitions: Average
- Grade D:59.5 -69.49, Quality Points:1, Definitions: Below Average
- Grade F:
Graduation Requirements
Students must successfully complete all required courses and required externship, clinical and practicum hours (if applicable), earn a minimum CGPA of2.0 in their program of study and satisfy all attendance requirements of the institution.
Quality Points
Quality Points are determined by assigning a numerical value for the letter grade earned in the course multiplied by the credit hours associated with that course. For example, if an A is earned in a3-credit course,12 quality points will be earned for that course (4x3=12).
GPA
The course grade earned by a student determined by dividing the total number of quality points earned by the total number of credits attempted in a grading period. Only grades A, B, C, D, and F are used to calculate the GPA.
CGPA
The calculation of student grades for all courses completed using the following formula: Cumulative GPA = Total Quality Points Earned / Total Credits Attempted
Timeline
Customer Service Advocate - HGS - Hinduja Global Solutions
05.2021 - 12.2022
Shift Manager - Churches Chicken
09.1999 - 10.2006
Customer Service Representative - Convergys
09.1999 - 09.2000
Ultimate Medical Academy Online - Associate of Science, Health Sciences - Medical Administrative Assistant
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