Tyrica Moore
Florissant
Summary
Results-driven Customer Support Specialist with expertise in problem resolution and relationship management. Skilled in handling escalated issues and high call volumes while ensuring positive customer experiences. Strong background in CRM systems, active listening, and multitasking, contributing to enhanced customer satisfaction and loyalty.
Overview
5
5
years of professional experience
Work History
Lead Chat Customer Service Representative
Charter Communications
Bridgeton
12.2022 - Current
- Answered multiple agents inquiries and provided accurate information regarding products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong relationships with agents by providing personalized assistance and support.
- Assisted agents with product selection, ordering, billing, technical support.
- Handles escalated customers with professionalism.
- Work and submit escalated tickets to fix service issues.
Chat Support Representative
Charter Communications Inc
Bridgeton
07.2022 - 12.2022
- Provided customer support through chat to resolve inquiries and issues.
- Collaborated with team members to improve chat response efficiency.
- Maintained knowledge of company policies to provide accurate information.
- Handled escalated issues by coordinating with senior support staff.
- Resolved customer complaints in a timely manner while maintaining a positive attitude.
- Assisted multiple customers at one time troubleshooting their issues or answering their questions about services.
Customer Service Representative
Charter Communications Inc
Bridgeton
10.2021 - 06.2022
- Answered customer inquiries and provided accurate information regarding products and services.
- Addressed customer complaints with empathy and professionalism during calls.
- Maintained knowledge of company products to support customer needs effectively.
- Collaborated with team members to resolve complex customer concerns.
- Documented customer interactions in internal systems for record-keeping.
- Facilitated troubleshooting for internet and cable service interruptions.
Education
High School Diploma -
Oakville Senior High
Oakville, MO05-2017
Some College (No Degree) - Data Analytics
Southern New Hampshire University
Hooksett, NH06-2026
Skills
- Customer support
- Live chat support
- Call center
- Problem resolution
- Relationship management
- Technical troubleshooting
- Data analysis
- Excel proficiency
- Team collaboration and synergy
- Effective communication
- Time management
- Multitasking
- Script adherence
- Empathy in service
Accomplishments
- Top performing Chat Lead multiple months from 2023- Present
Timeline
Lead Chat Customer Service Representative
Charter Communications
12.2022 - Current
Chat Support Representative
Charter Communications Inc
07.2022 - 12.2022
Customer Service Representative
Charter Communications Inc
10.2021 - 06.2022
High School Diploma -
Oakville Senior High
Some College (No Degree) - Data Analytics
Southern New Hampshire University