Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

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, MS
05.1994

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

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Shelia Moore