Shawanda Moore
Miami,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Convey Health Solutions
Miami Fl
08.2015 - 02.2019
- Streamlined call center processes for improved efficiency and reduced wait times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Handled customer inquiries and suggestions courteously and professionally.
Customer Service Representative
Alorica
MiamI Fl
04.2013 - 08.2015
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Dental Assistant
Affordable Dentistry Of South Florida
Miami, FL
12.2011 - 03.2013
- Enhanced patient comfort by providing gentle and thorough dental cleanings.
- Streamlined appointment scheduling for increased efficiency and reduced wait times.
- Assisted dentists with complex procedures, ensuring optimal patient care and treatment outcomes.
- Maintained a clean and sterile work environment to prevent cross-contamination and infection.
Receptionist
All Nation Discount Express Services
Miami, FL
06.2010 - 11.2011
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
Customer Service Manager
Dvinci Energy
Miami, FL
02.2019 - 02.2024
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Education
Diploma -
Miami Central Senior High School
Miami, FL06.2010
Skills
- Data Collection
- Product Knowledge
- Account updating
- Paperwork Processing
- Appointment Scheduling
- Scheduling
- Call Management
- Sales closing
- Professional telephone demeanor
- System implementation
- Call center experience
- Customer Service
Timeline
Customer Service Manager
Dvinci Energy
02.2019 - 02.2024
Customer Service Representative
Convey Health Solutions
08.2015 - 02.2019
Customer Service Representative
Alorica
04.2013 - 08.2015
Dental Assistant
Affordable Dentistry Of South Florida
12.2011 - 03.2013
Receptionist
All Nation Discount Express Services
06.2010 - 11.2011
Diploma -
Miami Central Senior High School