Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Shauna Moss

Houston,TX

Summary

Dynamic customer service professional with extensive experience at HGS, excelling in complaint resolution and CRM software utilization. Proven ability to enhance customer satisfaction through effective problem-solving and a professional demeanor. Recognized for training team members and streamlining processes, contributing to improved service quality and operational efficiency.

Professional with strong background in customer service, adept at handling client inquiries and resolving issues efficiently. Skilled in communication, problem-solving, and conflict resolution, consistently ensuring customer satisfaction. Highly adaptable, team-oriented, and results-driven, excelling in fast-paced, dynamic environments. Passionate about fostering positive customer experiences and contributing to team success.

Overview

23
23
years of professional experience

Work History

Customer Service Advocate

HGS - Hinduja Global Solutions
05.2021 - 12.2022
  • Provided exceptional customer support through various communication channels, ensuring timely resolution of inquiries.
  • Assisted customers with product-related questions, enhancing overall satisfaction and loyalty.
  • Documented customer interactions accurately in CRM system for efficient follow-up and reporting.
  • Collaborated with team members to streamline processes, improving response times and service quality.

Shift Manager

Church's Fried Chicken
09.1999 - 10.2006
  • Supervised daily operations to ensure efficient service and high-quality food preparation.
  • Trained and developed team members to enhance productivity and maintain operational standards.
  • Implemented inventory management processes to optimize stock levels and reduce waste.
  • Monitored compliance with health and safety regulations to maintain a safe working environment.
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.

Customer Service Representative

Convergys
09.1999 - 09.2000
  • Resolved customer inquiries efficiently through active listening and problem-solving techniques.
  • Managed high-volume calls, ensuring customer satisfaction and timely issue resolution.
  • Trained new staff on systems and procedures, improving team performance and service quality.
  • Developed and maintained knowledge base for frequently asked questions, enhancing response accuracy.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Education

Medical Administrative Assistant

Ultimate Medical Academy
Clearwater, FL
03-2021

Skills

  • Call center experience
  • Data entry
  • Administrative support
  • Complaint handling
  • Data collection
  • Complaint resolution
  • Professional telephone demeanor
  • Credit card processing
  • Escalation management
  • Payment handling
  • Medical terminology
  • CRM software
  • Problem-solving

Accomplishments

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.

Timeline

Customer Service Advocate

HGS - Hinduja Global Solutions
05.2021 - 12.2022

Shift Manager

Church's Fried Chicken
09.1999 - 10.2006

Customer Service Representative

Convergys
09.1999 - 09.2000

Medical Administrative Assistant

Ultimate Medical Academy

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Shauna Moss