Shelia Moore
Ruleville,MS
Summary
Dynamic professional with extensive experience in customer service and operational management, notably at Ocharley. Proven ability to enhance service delivery and efficiency through effective coaching and CRM software utilization. Recognized for achieving high customer satisfaction rates while fostering team collaboration and implementing process improvements. Strong communicator with a focus on results.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Call Center Specialist
SparkLight
10.2022 - Current
- Resolved customer inquiries efficiently, ensuring high satisfaction rates and timely follow-up.
- Managed multiple calls simultaneously while maintaining accuracy and professionalism in communication.
- Documented call interactions in CRM system, enhancing data integrity for future reference.
- Collaborated with team members to improve service delivery processes and reduce call handling times.
General Manager
Ocharley
01.2022 - 08.2022
- Oversaw daily operations, ensuring adherence to company policies and standards.
- Implemented process improvements that enhanced operational efficiency and reduced costs.
- Directed team performance through effective coaching and mentoring strategies.
- Collaborated with department heads to align operational goals with strategic objectives.
Server/Bartender
Ocharley
08.2020 - 01.2022
- Provided exceptional customer service, ensuring satisfaction and addressing concerns promptly.
- Managed order accuracy and timely delivery of food and beverages to guests.
- Collaborated with kitchen staff to streamline communication and enhance service efficiency.
Server
Memphis Barbecue Co
01.2020 - 08.2020
- Delivered exceptional customer service to enhance dining experience and boost guest satisfaction.
- Managed multiple tables simultaneously while maintaining attention to detail and ensuring timely service.
- Collaborated with kitchen staff to communicate special requests and optimize food presentation standards.
- Trained new servers on menu items, service protocols, and restaurant policies to ensure consistent quality.
Server/Bartender
Steak by Melissa
01.2019 - 01.2020
- Trained new team members on menu items, service protocols, and operational standards.
- Maintained cleanliness and organization of dining area, adhering to health regulations.
Supervisor
Horseshoe Casino
09.2005 - 01.2019
- Supervised daily operational activities to ensure compliance with safety and quality standards.
- Trained and mentored team members on effective workflow practices and problem-solving techniques.
- Implemented process improvements that enhanced productivity and reduced downtime across shifts.
- Coordinated scheduling and resource allocation to optimize team performance and achieve targets.
Education
High School Diploma -
Clarksdale Hight School
Clarksdale, MS05.1994
Skills
- CRM software
- Script adherence
- Call handling
- Customer service
- Customer Chat
Certification
- Customer Service Training - ongoing
Timeline
Call Center Specialist
SparkLight
10.2022 - Current
General Manager
Ocharley
01.2022 - 08.2022
Server/Bartender
Ocharley
08.2020 - 01.2022
Server
Memphis Barbecue Co
01.2020 - 08.2020
Server/Bartender
Steak by Melissa
01.2019 - 01.2020
Supervisor
Horseshoe Casino
09.2005 - 01.2019
High School Diploma -
Clarksdale Hight School