Victoria Moore-Ferguson
Pompano Beach
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
VXI Global
Coral Springs
03.2024 - 04.2025
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed positive relationships with customers through friendly interactions.
- Answered customer inquiries via phone, email, and chat.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Resolved customer complaints promptly and efficiently.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Maintained a high level of professionalism when dealing with difficult customers.
Customer Service Representative
ResultsCx
Jacksonville
09.2023 - 03.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Assisted in scheduling and preparing patient appointments.
- Conducted patient assessments, data entry of medical records, and maintained accurate patient information in the system.
- Reviewed insurance claims to ensure accuracy prior to submission.
- Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
- Answered insurance-related questions and discussed product offerings with prospective customers to meet unique needs.
Customer Service Representative
Celebrity Cruises
Miami
12.2021 - 05.2023
- Service and create group reservations and assist with booking services
- Input dining request and events in Affair Where Date Entry.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Security Officer
Allied Universal Service
Fort Lauderdale
02.2019 - 02.2021
- Monitored designated locations and reported suspicious activity
- Controlled entrance of guests and residence and assigned location
- Stand in as supervisor as needed.
Security Officer
Cambridge Security
Federal Hwy
05.2018 - 01.2021
- Monitored designated locations and reported suspicious activity
- Controlled entrance of guests and residence and assigned location
- Patrol through the community and give out tickets to cars violating rules.
Customer Service Representative
Global Response/KForce
Margate
10.2018 - 02.2019
- Answer the phone and placing orders for Home Depot (third party company).
Education
Bachelor of Science in Business Management -
Florida Memorial University
Miami Gardens, FL05.2014
Skills
- Paperwork Processing
- Scheduling
- Complaint Resolution
- Product Knowledge
- Call Management
- Team Development
- Report Preparation
- Client Relations
- Computer Proficiency
- Microsoft PowerPoint
- Microsoft Excel
- Microsoft Office Suite
- Multi-Task Management
- Active Listening
- Quality Assurance Controls
- Typing 40 WPM
- Project Management Abilities
- Customer service
- Time management
- Stress management
- Customer service excellence
- Customer relations
- Work prioritization
Timeline
Customer Service Representative
VXI Global
03.2024 - 04.2025
Customer Service Representative
ResultsCx
09.2023 - 03.2024
Customer Service Representative
Celebrity Cruises
12.2021 - 05.2023
Security Officer
Allied Universal Service
02.2019 - 02.2021
Customer Service Representative
Global Response/KForce
10.2018 - 02.2019
Security Officer
Cambridge Security
05.2018 - 01.2021
Bachelor of Science in Business Management -
Florida Memorial University