Susan Moss
Better Homes and Gardens Coccia Realty
Secaucus,NJ
33
years of professional experience
Dedicated customer service professional with 35 years of experience in high-volume environments. Skilled in managing escalations, assisting distressed individuals, and fostering teamwork. Committed to passenger safety and comfort, consistently upholding professionalism and effective communication.
Work History
Residential Real Estate Professional (Full-Time)
10 Years 7 Months- Delivered high-touch service to clients, maintained calm professionalism during stressful negotiations and time-sensitive situations to foster trust and satisfaction.
- Guided individuals through complex processes with clarity and empathy, ensuring informed decisions and positive experiences.
- Demonstrated safety awareness while managing property tours and building access, ensuring compliance with community regulations for a secure viewing experience.
- Guide individuals through complex processes with clarity, empathy, and patience — mirroring the communication and reassurance required for passenger interactions.
Residential Real Estate Professional (Part-Time)
4 Years- Facilitated property showings and client communication, enhancing service delivery and developing multitasking, reliability, and time-management skills.
- Enhanced interpersonal communication and customer-care skills, vital for effectively managing client interactions in fast-paced environments.
- Advised clients on property investments and market trends, enhancing informed decision-making.
- Conducted property valuations and comparative market analysis to determine optimal pricing strategies.
- Facilitated negotiations between buyers and sellers, ensuring favorable outcomes for all parties involved.
Senior Customer Support Specialist / Team Lead
22 Years- Delivered exceptional customer service for 22 years across phone, email, and digital channels in a high-volume environment.
- Launched Unilever’s social media presence for direct consumer communication, ensuring professional, brand-aligned responses.
- Led teams and coached agents to achieve top performance metrics in communication, service quality, and issue resolution.
- Awarded SOCAP Agent of the Year for excellence in customer care, professionalism, and problem-solving.
- Managed escalations with calm authority, resolving complex issues and maintaining customer trust, directly supporting in-flight conflict resolution and passenger reassurance.
- Adapted quickly to new technologies and operational changes, demonstrating flexibility essential for airline crew roles.
Education
Bachelor of Science - Marketing & Economics
Skills
Leadership qualities
Cross-cultural awareness
Strong work ethic
Strong teamwork
ADDITIONAL STRENGTHS
- Calm and supportive during stressful or unexpected situations
- Warm, friendly personality that helps passengers feel comfortable
- Quick learner — ideal for FAA-regulated training
- Long-term loyalty and reliability
- Award-winning customer service performance
Timeline
Residential Real Estate Professional (Full-Time)
Better Homes and Gardens Coccia Realty
01.2016 - CurrentRead More
Residential Real Estate Professional (Part-Time)
Better Homes and Gardens Coccia Realty
01.2012 - 01.2016Read More
Senior Customer Support Specialist / Team Lead
Unilever Consumer Services
01.1994 - 01.2016Read More
University of Bridgeport
Bachelor of Science from Marketing & Economics
Read More