Tonisha Moon
Atlanta,GA
Summary
Knowledgeable Desired Position with solid foundation in customer service and problem-solving. Successfully resolved numerous customer issues, ensuring high satisfaction and retention. Demonstrated strong communication and interpersonal skills, fostering positive customer relationships and team collaboration.
Overview
4
4
years of professional experience
Work History
Customer Service Support Representative
Hertz Car Rental
Los Angeles, CA
12.2022 - 12.2024
- Streamlined communication for improved customer experiences through effective listening and problem-solving skills.
- Contributed to increased sales revenue by identifying potential upsell opportunities during customer interactions.
- Improved first-call resolution rates by effectively utilizing available resources during customer interactions.
- Cultivated positive relationships with clients through empathetic communication and personalized assistance.
- Collaborated with team members to share best practices, ensuring a consistent approach to customer support across the organization.
- Delivered exceptional support during peak call times, effectively managing stress and maintaining composure in challenging situations.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
- Work with team members in difficult situations.
Customer Service Support Representative
CVS
Atlanta, Georgia
11.2021 - 11.2022
- Strengthened customer loyalty by consistently providing timely and accurate information on products and services.
- Reduced call resolution times with efficient troubleshooting techniques and comprehensive product knowledge.
- Make outbound calls regarding customers account status.
- Address any concerns , issues or complaints the customers may have regarding their accounts.
- Managed high call volumes while maintaining a professional demeanor and delivering prompt service in each interaction.
Customer Service Support Representative
Assurant
Addison, TX
10.2020 - 10.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- File Claims
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns.
- Conducted follow-up calls with clients as needed, demonstrating commitment to ongoing support and relationship-building efforts.
- Reduced call resolution times with efficient troubleshooting techniques and comprehensive product knowledge.
- Answer high demand incoming calls.
Education
Desoto High School
DeSoto, TX05.2018
Skills
- Complaint handling
- Customer focus
- CRM software
- Customer service excellence
- Customer success management
- Inbound call answering
- Teamwork
- Organization and recordkeeping
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Microsoft windows and office
- Multitasking
- Excellent communication
- Reliability
- Team collaboration
- Effective communication
- Adaptability and flexibility
- Remote technical support
- Decision-making
- Remote support
- Analytical thinking
- Customer service expert
- Highly professional
- Quality assurance
- Application installations
- Issue and resolution tracking
- Online chat support
- Support services
- Social media
- Data management
- Report generation
- Software troubleshooting
- Teamwork and collaboration
- Multitasking Abilities
- Organizational skills
- Active listening
- Verbal and written communication
Timeline
Customer Service Support Representative
Hertz Car Rental
12.2022 - 12.2024
Customer Service Support Representative
CVS
11.2021 - 11.2022
Customer Service Support Representative
Assurant
10.2020 - 10.2021
Desoto High School