Summary
Overview
Work History
Education
Skills
Certification
Timeline
CustomerServiceRepresentative

Shonda Moore

Houston,TX

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Customer Service Representative

FMA Alliance
10.2021 - 07.2024
  • Receive inbounds/Outbounds calls
  • Handle Customer Service and collections
  • Help assist with taking care of the payments on the acct
  • And also negotiate Pmts, Settlements, schedule pmts, break the balance that's owed down into smaller pmts so over time the pmt that is owe is paid off
  • Handle several different clients that deal with credit cards, loans and energy accounts, reached out to cardholders and consumers, emails, scheduled callbacks
  • Handle good, temporary, permanent restraints, and also charge off accounts
  • The systems I use are LiveVox, CME and Infinity
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.

Barista

Starbucks
06.2019 - 03.2021
  • Customer Services Taking order at the register
  • Making drinks and placing food in ovens
  • Closing and opening store
  • Making sure store clean and tidy
  • Maintained a clean and organized workspace for optimal productivity and safety.
  • Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.

Assembly Line Worker

DHL Logistics
12.2018 - 03.2020
  • Sorted out packages
  • Ioad packages on dock
  • Repackage packages that's damage
  • Stack pallets after they are empty from packages
  • Look for certain packages in the system get them and and take them to be ship right away
  • Met daily production quotas by working effectively within a fast-paced assembly line environment.
  • Collaborated with team members to maximize productivity and ensure seamless workflow on the assembly line.

Medical Assistant

NW Houston Family Practice
10.2016 - 12.2018
  • Room patients and completed triage, including vital signs and patient assessment
  • Schedule appointments, check in patients, insurance verification, file documents
  • Assist physician as needed for various patient procedures
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Obtained client medical history, medication information, symptoms, and allergies.

Medical Assistant Extern

North Houston Kidney Associates
08.2016 - 09.2016
  • Roomed patients and completed triage, including vital signs and patient assessment
  • Schedule appointments, check in patients, insurance verification
  • Handle co-payments and assist physician as needed
  • Prepared exam and treatment rooms for patient visits, availing all necessary supplies and equipment.
  • Enhanced patient care by efficiently performing clinical tasks such as taking vital signs and administering injections.

Customer Service Representative

NCO Call Center
09.2011 - 06.2013
  • Handled incoming calls and provided customer service by ascertaining the reason for the calls
  • Completed and documented each call to ensure each incident was noted properly
  • Escalated any issues to the supervisor as necessary
  • 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.

Education

Medical Assisting Diploma -

Remington College - North Campus
Houston,Tx
10.2017

Skills

  • Clinical Basic Lab Procedures
  • Patient Assessment
  • Phlebotomy
  • Vital Signs
  • Urinalysis
  • Patient Charting/EHR
  • Appointment Scheduling
  • MS Office Applications
  • Medical Billing & Coding Knowledge
  • Insurance Verification
  • Livevox
  • CME
  • Infinity
  • Call center experience
  • Microsoft Excel
  • Complaint resolution
  • Customer satisfaction measurement

Certification

  • CPR/BLS
  • OSHA
  • HIPAA

Timeline

Customer Service Representative

FMA Alliance
10.2021 - 07.2024

Barista

Starbucks
06.2019 - 03.2021

Assembly Line Worker

DHL Logistics
12.2018 - 03.2020

Medical Assistant

NW Houston Family Practice
10.2016 - 12.2018

Medical Assistant Extern

North Houston Kidney Associates
08.2016 - 09.2016

Customer Service Representative

NCO Call Center
09.2011 - 06.2013

Medical Assisting Diploma -

Remington College - North Campus

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Shonda Moore