Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tirena Mosley

Office Administration
Marshall,US

Summary

Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette. Excellent communicator with 5years in a demanding call center environment as a Customer Service Representative. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving.

Experienced with managing customer interactions in virtual environments. Utilizes advanced communication skills to address and resolve customer issues promptly. Knowledge of maintaining high customer satisfaction through efficient problem-solving and adaptability.

Professional in virtual customer service with proven track record of enhancing customer experiences through effective solutions. Known for strong team collaboration and adaptability to changing needs. Reliable in managing customer interactions and utilizing advanced CRM tools.

Professional in customer support, equipped to handle inquiries and resolve issues efficiently. Skilled in communication, problem-solving, and time management. Proven ability to collaborate effectively within teams and adapt to changing demands. Known for strong commitment to achieving results and ensuring customer satisfaction.

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.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

15
15
years of professional experience

Work History

Virtual Customer Service Representative

NexRep
04.2022 - 05.2025
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
  • Handled high volume of inbound calls and emails, prioritizing tasks effectively to maintain exceptional customer service standards.
  • Streamlined the virtual support process for increased efficiency and improved response times.
  • Served as a liaison between customers and internal departments, facilitating communication to resolve issues promptly.
  • Navigated multiple systems concurrently during interactions, ensuring efficient handling of inquiries without sacrificing quality or attention to detail.

Manager/Notary

Lone Star Title Loan
02.2014 - 03.2023
  • Answered an average of 20-60 calls per day by addressing customer inquiries, solving problems and providing new product information.
  • Greeted customers entering the store to ascertain what each customer wanted or needed.
  • Earned management trust by serving as key holder, responsibly opening and closing store.
  • Politely assisted customers in person and via telephone.
  • Successfully acquired an average of 20 new customers per month, generating a 35% growth in revenue.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Asked open-ended questions to assess customer needs.
  • Set up and explained new loan contracts.
  • Placed collection calls to delinquent loan accounts for over 200 customers per day.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Controlled costs to keep business operating within budget and increase profits.
  • Improved marketing to attract new customers and promote business.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
  • Oversaw inventory management, optimizing stock levels, and reducing waste.
  • Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
  • Established team priorities, maintained schedules and monitored performance.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Checked client identification to maintain compliance with state legal requirements.
  • Maintained comprehensive understanding of digital fraud and electronic signature verification, keeping sensitive documents secure and verifying authenticity.
  • Updated journal with names and dates for permanent record.
  • Utilized specialized software to accurately track notary services performed.
  • Certified and attested power of attorney documents, acknowledgements and deeds.
  • Looked for signs of fraud or coercion and refused notarization.
  • Provided guidance to customers to facilitate completion of notarial documents.
  • Checked documents for accuracy and correct signing before notarizing.
  • Administered oath to document signers to obtain affirmation of truth.
  • Maintained accurate records of all documents notarized to support accurate recordkeeping and reporting requirements.
  • Followed proper protocol when notarizing documents, verifying signatures and dates for compliance.
  • Set up and managed appointments for client notary services.
  • Drafted and executed notarial affidavits in accordance with applicable laws.
  • Examined documents for accuracy, completion and compliance before notarizing.
  • Checked documents and identifying credentials for all parties.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Opened and properly distributed incoming mail to promote quicker response to client inquiries.
  • Performed wide-ranging administrative, financial and service-related functions.
  • Trained and supervised employees on office policies and procedures.
  • Proofread and edited documents for accuracy and grammar.
  • Improved safety procedures to create safe working conditions for workers.

Remote Customer Service Agent

Alpine Access
05.2011 - 01.2012
  • Accurately documented, researched and resolved customer service issues.
  • Managed high call volume with tact and professionalism.
  • Met or exceeded service and quality standards every review period.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Acted professionally and patiently when addressing negative customer feedback.
  • Answered a constant flow of customer calls with up to 8 calls in queue per minute.
  • Gathered and verified all required customer information for tracking purposes.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Identified and resolved discrepancies and errors in customer accounts.

Technical support

Teleperformance
04.2010 - 10.2011
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Defined and documented technical best practices.
  • Managed call flow and responded to technical support needs of customers.

Education

Associates of Arts - Medical coding/Office Professional

Panola College
Marshall, Texas

Skills

  • Quick learner
  • Exceptional communication skills
  • Proficient in cash management
  • Credit card processing
  • Medical terminology knowledge
  • MS Windows proficient
  • Expert in QuickBooks Pro
  • Types 75 WPM
  • Attention to detail
  • CMS-1500 billing forms
  • Advanced Excel Knowledge
  • Microsoft Office Proficiency
  • Greeting Visitors
  • Daily Office Operations
  • Professional Phone Etiquette

CRM software

Timeline

Virtual Customer Service Representative

NexRep
04.2022 - 05.2025

Manager/Notary

Lone Star Title Loan
02.2014 - 03.2023

Remote Customer Service Agent

Alpine Access
05.2011 - 01.2012

Technical support

Teleperformance
04.2010 - 10.2011

Associates of Arts - Medical coding/Office Professional

Panola College

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Tirena MosleyOffice Administration