Decarlos Moore Email & Phone Number

Carmel, Indiana, United States

Indianapolis, Indiana Area

Develop and implement departmental plans in order to accomplish operational results while reducing the risk for penalties. Serve as the single operational point of contact for clients and ensure all service level agreements are in place to create a seamless customer service experience. Recover service level agreements and work through the troubleshooting process if necessary. Coordinate a successful product launch with internal stakeholders while setting the foundation for adjunct services.

Indianapolis, Indiana

As a Senior Manager in National, I managed multiple teams over the course of my time. Served as a mentor to lower leveled managers and have a specialty in turning teams not meeting performance expectations. Hires, trains, coaches, counsels and evaluates the performance of direct reports and trainees.

Indianapolis, Indiana Area

Oversee the day-to-day operations off the Customer Service Department.Supervise and monitor up to 21 customer service representatives.Ensure the department meets State contractual performance standards.Oversee caller education process to ensure members and providers are properly informed.Assist in the development, design and implementation of culturally and linguistically competent policies and procedures, as well as member materials. Handles escalated customer service issues in a manner consistent with State guidelines and organizational standards.Act as a liaison and subject matter expert for other MDwise departments, business partners, and other program entities.Establish department and agent performance guidelines and standards.Staff planning, forecasting, staff scheduling and adjustment utilizing Excel .

Indianapolis, Indiana Area

Act as corporate liaison between Thomson and major clients such as Circuit City, Best Buy, Wal-Mart, AT&T, Comcast and DSI.Provide feedback to Thomson dealing on implementation of warranty policies for new products and programs.Promptly handled customer complaints & problems demonstrating excellent judgement in creative problem solving & decision-making.Designed and maintained custom applications for administrative department resulting in a 52 % increase in productivity.Extensive experience using Windows, MS Office and Visual Basic.Consistently met productivity and quality goals set while striving to make more meaningful & challenging contributions to the betterment of the department. Demonstrate the ability to create and customize correspondence in response to complex product design, quality and technical issues.Acting team lead managing a team of 15-25 call center associates.Provide day-to-day leadership, motivation, and direction to assigned team members, leading associates towards meeting or exceeding predetermined production goals while maintaining quality standards. Technical SupportDemonstrated a consistent ability to diffuse customer anger, enforcing company policies without alienating customers.Promptly handled customer complaints & problems by utilizing superior problem solving skills.Consistently met productivity and quality goals set while striving to make more meaningful & challenging contributions to the betterment of the department.

Masters, Business Administration, 3.73

Science, Business Information Systems

Graduated Magna Cum Laude