Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Valerie E. Moore

Valerie E. Moore

Birmingham,AL

Summary

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, ad providing customized solutions to build loyalty.

Overview

31
31
years of professional experience

Work History

Customer Service Representative (Remote)

Icario/Concentrix
08.2020 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Answered average of 65 calls, emails and, addressing customer inquiries, solving problems and providing product information.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Account Executive

Portfolio Recoveery Associates
11.2017 - 07.2020
  • Reviewed collection reports to determine status of collections and amounts of outstanding balances.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Achieved monthly goals of $12,000 through effective use of empathy and listening skills.
  • Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
  • Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
  • Counseled debtors on payment options and arranged installment agreements.
  • Negotiated to collect balance in full.

Cashier Manager

Sear's Roebuck & Co
03.2009 - 03.2017
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Strong leader of customer support staff.
  • Scheduled staff shifts to cover peaks and lulls in customer inquiries.
  • Trained staff on operating procedures and company services.
  • Provided accurate, specific and timely performance feedback for CSRs.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Maintained up-to-date knowledge of product and service changes.
  • Managed work flow to exceed quality service goals.
  • Solved unresolved customer issues.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Directly worked with 120 customers per shift to build relationships and increase customer satisfaction ratings 15%.

Recieving Manager

Bruno's
05.1993 - 08.2008
  • Maximized sales by shipping on time and accurately.
  • Tracked time spent on assignments each day for productivity reporting.
  • Built motivated warehouse team of 6 well-trained staff.
  • Recorded numbers of units handled and moved using daily production sheets and work tickets.
  • Reordered inventory when it dropped below predetermined levels.
  • Prepared and maintained production reports and personnel records.

Education

High School Diploma -

Hayes High School
Birmingham, AL
1989

Data Entry

Southern Junior Collage
Birmingham, Al

Skills

  • Customer relations
  • Attention to detail
  • Critical thinker
  • Multi-line phone systems
  • Account management
  • Goals and performance
  • Payment processing
  • Payment arrangements
  • Great phone demeanor
  • Account servicing
  • Customer presentations
  • Relationship building and management
  • Inbound And Outbound Calling
  • Verbal And Written Communication
  • Customer Service
  • Complaint Resolution
  • Credit Card Processing
  • Assisting Customers

Accomplishments

  • Won #1 out of 200 stores in credit 2016.
  • Won #1 in the raindeer run award in 2016.

Timeline

Customer Service Representative (Remote)

Icario/Concentrix
08.2020 - Current

Account Executive

Portfolio Recoveery Associates
11.2017 - 07.2020

Cashier Manager

Sear's Roebuck & Co
03.2009 - 03.2017

Recieving Manager

Bruno's
05.1993 - 08.2008

High School Diploma -

Hayes High School

Data Entry

Southern Junior Collage

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Valerie E. Moore