Summary
Overview
Work History
Education
Skills
Additional Information - Achievements
Work Preference
Timeline
Generic
Open To Work

Tosha Moore

Charlotte,NC

Summary

Results-oriented professional with over 15 years in customer service and healthcare operations, specializing in call-center leadership, billing support, and insurance coordination. Led team training initiatives and clarified policies to enhance service delivery. Experienced across diverse sectors including energy, healthcare, HR services, and nonprofit engagement.

Overview

25
25
years of professional experience

Work History

Residential Customer Solutions Representative

Spectrum
Charlotte, NC
02.2025 - Current
  • Streamlined customer experience initiatives, ensuring professionalism and courtesy throughout interactions.
  • Achieved or surpassed customer solution activity goals through effective telephone techniques.
  • Responded promptly to inbound calls, meeting call handling metrics and resolving billing inquiries.
  • Mastered order processing within billing system for retained accounts and new sales.
  • Demonstrated expertise in explaining products and services while understanding competitors.

Customer Care Specialist

Duke Energy
Charlotte, NC
11.2017 - 12.2023
  • Resolve billing inquiries to boost efficiency and satisfaction.
  • Clarify charges for transparent understanding.
  • Advise on energy-saving strategies for cost efficiency.
  • Explain policies for compliance and clarity.
  • Guide through billing issues with empathy and effective solutions.

Site Care Coordinator

AmerisourceBergen-LashGroup
Fort Mill, SC
10.2015 - 08.2017
  • Coordinated medical files, ensuring timely benefit authorizations and patient updates.
  • Facilitated communication between physicians and clients, improving service efficiency.
  • Investigated authorizations, enhancing vendor relations and client satisfaction.

Human Resource Customer Service Representative

AonHewitt
Charlotte, NC
09.2013 - 10.2015
  • Processed HR transactions, enhancing service efficiency and accuracy.
  • Utilized case management tools, improving decision-making processes.
  • Applied independent judgment, resolving complex HR issues effectively.
  • Executed established procedures, ensuring consistent service quality.

Proctor

Insperity, Inc
Charlotte, NC
12.2011 - 08.2013
  • Managed medical supply setup, ensuring smooth operations and patient safety.
  • Guided optometry students, enhancing patient safety protocols.
  • Executed technical tasks, contributing to efficient test environments.

Tele-recruiter

American Red Cross
Charlotte, NC
03.2011 - 09.2011
  • Recruited repeat donors, boosting community blood supply.
  • Coordinated outreach efforts, enhancing donor engagement.
  • Managed data records, ensuring goal achievement.
  • Executed follow-ups, improving donor retention.
  • Organized special projects, meeting collection targets.

Customer Service Advocate

ESSI-WellPoint
Alexandria, VA
11.2008 - 02.2010
  • Resolved customer inquiries on insurance benefits and claims, enhancing satisfaction.
  • Provided solutions to operational issues, improving service efficiency.
  • Analyzed data to address service challenges, leading to improved processes.
  • Handled provider contract queries, ensuring accurate information delivery.

Call Center Manager

APS Healthcare
Silver Spring, MD
04.2001 - 09.2008
  • Supervised training for 30+ new hires, enhancing customer service efficiency.
  • Led FACETS software training, boosting staff technical proficiency.
  • Ensured high-quality customer interactions, improving call center performance.
  • Led call center operations, optimizing team performance and customer satisfaction.
  • Implemented strategic initiatives resulting in substantial efficiency gains and service quality improvements.
  • Fostered a cohesive team environment, promoting knowledge sharing and cross functional collaboration.
  • Partnered with IT to integrate cutting-edge technologies, streamlining workflows.
  • Analyzed call metrics and customer feedback to identify areas for improvement.
  • Implemented data-driven strategies that led to measurable increases in first-call resolution rates.

Education

Some College (No Degree) - Nursing Science

Central Piedmont Community College
Charlotte, NC
01-2013

CNA Certification -

Serenity Nursing Aide Academy
Charlotte, NC
01-2011

GED -

State of Maryland High School
05-2008

Certificate of Technical Studies - Business Intelligence Analyst

TripleTen Bootcamp

Skills

  • Customer support excellence
  • Customer account management
  • Proficiency in CRM software
  • Cross-selling strategies
  • De-escalation methods
  • Data entry best practices
  • Expertise in Microsoft Office Suite
  • Critical thinking
  • Problem-solving strategies
  • Time management
  • Policy adherence
  • Team leadership

Additional Information - Achievements

  • Received and maintained top 2% call-per-hour rate
  • Achieved highest Positive Customer Service Satisfaction Surveys
  • Ratings for first call resolution exceeded 95%

Work Preference

Job Search Status

Open to work

Work Type

Full TimePart TimeContract WorkGig Work

Location Preference

On-SiteRemoteHybrid

Salary Range

$45000/yr - $200000/yr

Timeline

Residential Customer Solutions Representative

Spectrum
02.2025 - Current

Customer Care Specialist

Duke Energy
11.2017 - 12.2023

Site Care Coordinator

AmerisourceBergen-LashGroup
10.2015 - 08.2017

Human Resource Customer Service Representative

AonHewitt
09.2013 - 10.2015

Proctor

Insperity, Inc
12.2011 - 08.2013

Tele-recruiter

American Red Cross
03.2011 - 09.2011

Customer Service Advocate

ESSI-WellPoint
11.2008 - 02.2010

Call Center Manager

APS Healthcare
04.2001 - 09.2008

Some College (No Degree) - Nursing Science

Central Piedmont Community College

CNA Certification -

Serenity Nursing Aide Academy

GED -

State of Maryland High School

Certificate of Technical Studies - Business Intelligence Analyst

TripleTen Bootcamp

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Tosha Moore