Ernestine Moore Email & Phone Number

Florida, United States

Demonstrated expertise in evaluating, troubleshooting, and following up on customer software application issues for SaaS provider ModMed.Applied basic knowledge of Apple platforms: Mac, iPad, iPhone/iPad iOS.Utilized bug tracking software such as Zen and Jira.Provided exceptional client support, identifying and documenting client needs and issues, and ensuring successful resolution.Established procedures for client satisfaction and quality service delivery.Replicated and documented issues for further escalation..

Temple Terrace, Florida, United States

Major roles consisted of taking ownership and responding to cases in the CRM tool through the Salesforce platform submitted via email, application, or voicemails. On a daily basis, I troubleshoot GPS, camera, and software integration technical service issues for vehicle fleet management across a spectrum of businesses. I facilitated collaborative casework with other departments such as Sales, Operations, Product Team, Hardware, SVT, etc. I have continued training, development, and certifications while congruently participating in knowledge-based content creation and Playbook edits.

Tampa/St. Petersburg, Florida Area

Work at Home Sr. Customer Service CoordinatorOwned end-to-end servicing through inbound and outbound calls including but not limited to; a combination of fraud and dispute tasks, real-time approvals, digital fluency, and collaborating with other departments to drive resolutions that meet customers’ needs. Demonstrates exceptional problem-solving skills with high-level critical thinking while providing world-class servicing experience for an Elite customer base.Sr. Advocacy CoordinatorSupport customers on complaint resolution need. Interface with designated business area contacts to research customer complaints and/or system breakdowns. Performs cursory assessment of the nature of the customer complaint. Works with business contacts to mitigate complaints. Identifies and provides feedback on identified trends and flags potential regulatory compliance violations or potential risk events.Small Business Account ManagerProvide customer service and use consultative sales techniques to retain SPARK Small Business customers. Perform account level research, basic accounting, and advised customers of products and services that may benefit them. Updated account-specific information and documented any changes using company proprietary systems. Dispute Coordinator Representative Responsible for moderately complex research and analysis of account activity to assess solutions to questionable transactions. Take appropriate corrective action through customer contact to verify legitimate usage and dispute rights. Provide review and analysis of dispute rights. Properly track and store claim/dispute information. The goal is to advocate for our customers with questionable transactions.