Trishanda Moore
Federal Way,WA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Type industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
3
3
Certifications
Work History
Contact Center Representative
BECU BOEING EMPLOYEES CREDIT UNION
Kent, WA
06.2021 - Current
- The Contact Center Consultant is responsible for answering inbound calls, assisting member and potential member inquiries
- They will negotiate resolution of complex inquiries, disputes and general troubleshooting of our remote services
- The Contact Center Consultant will perform in an accurate, professional, and timely manner to ensure a high level of quality services are being provided to the BECU members.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Boosted customer service satisfaction ratings through consistent quality control.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Responded to customer calls and emails to answer questions about products and services.
- Attended telephone skills and program information training sessions to boost aptitude.
- Processed debit and credit card and electronic check payments.
- Sought ways to improve processes and services provided.
- Promoted available products and services to customers during service, account management, and order calls.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
- Increased efficiency and team productivity by promoting operational best practices.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promptly responded to inquiries and requests from prospective customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Lead
Evergreens Salad
Seattle, WA
04.2019 - 05.2021
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Built strong relationships with customers through positive attitude and attentive response.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Reviewed, implemented and updated company records related to team activities for future reference.
Team Leader
Starbucks, Princi
Seattle, WA
09.2017 - 01.2018
- Acts with integrity, honesty and knowledge that promote the culture, values and mission of Starbucks
- Maintains a calm demeanor during periods of high volume or unusual events to keep store operating to standard and to set a positive example for the shift team
- Anticipates customer and store needs by constantly evaluating environment and customers for cues
- Communicates information to manager so that the team can respond as necessary to create the Third
- Place environment during each shift
- Assists with new partner training by positively reinforcing successful performance and giving respectful and encouraging coaching as needed
- Provides feedback to store manager on partner performance during shift
- Contributes to positive team environment by recognizing alarms or changes in partner morale and performance and communicating them to the store manager
- Creates a positive learning environment by providing clear, specific, timely and respectful coaching and feedback to partners on shift to ensure operational excellence and to improve partner performance
- Delivers legendary customer service to all customers by acting with a customer comes first attitude and connecting with the customer
- Discovers and responds to customer needs
- Develops positive relationships with shift team by understanding and addressing individual motivation, need and concerns
- Executes store operations during scheduled shifts
- Organizes opening and closing duties as assigned
- Follows Starbucks operational policies and procedures, including those for cash handling and safety and security, to ensure the safety of all partners during each shift
- Follows all cash management and cash register policies and ensures proper cash management practices are followed by shift team
- Follows up with baristas during the shift to ensure the delivery of legendary customer service for all customers
- Maintains regular and consistent attendance and punctuality
- Provides quality beverages, whole bean, and food products consistently for all customers by adhering to all recipe and presentation standards
- Follows health, safety and sanitation guidelines for all products
- Recognizes and reinforces individual and team accomplishments by using existing organizational tools and by collaborating with store manager to find new, creative, and effective methods of recognition
- Utilizes operational tools to achieve operational excellence during the shift.
Catering Coordinator
Specialty's Cafe' & Bakery
Seattle, WA
07.2015 - 10.2017
- Catering coordinators have many responsibilities and roles including managing staff, helping to coordinate scheduling and/or decor at catered events, interacting with clients catering coordinator oversees professional catering crews as they plan, prepare and serve food at wedding receptions, charity events, holiday brunches and office functions
- They may assign tasks to a team of cooks and servers and make sure those tasks are completed according to client specifications.
Customer Service Representative
ICF International, Inc
Seattle, WA
02.2014 - 06.2015
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication “scripts” when handling different topics
- Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
- Seize opportunities to upsell products when they arise.
Education
HIGH SCHOOL DIPLOMA -
CHIEF SEALTH HIGH SCHOOL
06.2006 - 1 2009
Skills
undefined
Certification
February 2019 to Present
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
- Managed a group of 10 employees daily to make sure catering department ran smoothly and efficiently. Planned events, directing staff and delegating hands-on duties. Executed communication and conflict resolution with staff and customers concerning bakery orders. Advised and trained new employees on how to execute job and maintain customer relations. ADMINISTRATION Operated multi-line phone system and directed calls. Maintained and updated filing, inventory, and database systems, either manually or using a computer. Sorted and routed incoming mail, and collected outgoing mail, using carts as necessary. Accurately gathered, entered and updated records for customers and employees.
Timeline
Contact Center Representative
BECU BOEING EMPLOYEES CREDIT UNION
06.2021 - Current
Lead
Evergreens Salad
04.2019 - 05.2021
Team Leader
Starbucks, Princi
09.2017 - 01.2018
Catering Coordinator
Specialty's Cafe' & Bakery
07.2015 - 10.2017
Customer Service Representative
ICF International, Inc
02.2014 - 06.2015
HIGH SCHOOL DIPLOMA -
CHIEF SEALTH HIGH SCHOOL
06.2006 - 1 2009
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