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LoKeyia Moore
(803)524-6707
Seeking a Challenging Position of Member of Management
I am seeking a workforce position with a dynamic corporation where I can use my energy and skills to develop
and motivate others. I am a dependable and self-motivated people person who works independently and
efficiently to meet deadlines. The capacity to show sound judgement in accomplishing specified job duties, in a
professional and efficient manner. I am a very detail and results driven individual with project planning
experience.
Skills
• RTA
• Aspect
• Dashboard
• CMS
• eWFM
• SharePoint
• Budgeting and forecasting
• Process improvement
• Purchasing and procurement
• Microsoft Suites(Outlook, Word, Access,
Excel, PowerPoint)
• Performance evaluations
• Project planning and development
• Cost reduction strategies
• Quick Books
• Type 60wpm
• Stromberg
• IEX
• SharePoint
• QMS
Experience
6/2014-Present Time Warner Cable Charlotte, NC
Resource Management Specialist
• Using Computer with workforce management software, monitor the real- time call activity of all
customer-contact personnel
• Real time monitoring including but not limited to, call center volume, outsourcers call volume,
managing service level, call handle time, off- phone time, and schedule adjustments
• Other primary functions, include the monitoring and gathering of non-real time information using intra –
day performance in order to track service levels, reforecast, and manage the use of off-phone time to
improve center performance
• Monitor compliance of company policies and procedures within the systems
• Entering new employees, modify status change, and term in system
• Maintain team assignment rosters for respective line of business
• Respond to any workforce issues, questions, or concerns of all call center staff
• Entering callouts (sick, absent, tardy, etc.) from callout line
• Prepare daily schedules
• Quality audit to assist in updating staffing plan that measures productive headcount, new hires, transfers
and attrition
• Adjust agents skill sets with staffing request
• Analyze using guidelines make determination on overtime and “green time” (low call volume allows
employees to go home.)
• Assist in the development of departmental goals and procedures to ensure the overall efficiency of the
department
• Present local Workforce overview to new hire classes and facilitate new hire schedule bid
• Responsible for completing and generating reports necessary to communicate off –phone activity,
staffing issues, and any performance information as prescribed by senior management
• Provide feedback to the appropriate managers and supervisors on performance results and work with the
managers and supervisors on performance issues as necessary
• Input into the computer system, required data such as agent information, schedule changes, supervisor
and team information, coaching schedules and agent requests for time off
• Inform immediate manager in a clear, concise, and timely manner of any unresolved customer service
issues
• Document and communicate all attendance records and payroll data to supervisors and above as
appropriate
• Planning and budgeting for the call center fun activities, other occasions, and execution of the events.
5/2013- 6/2014 Time Warner Cable Charlotte, NC
Customer Service Representative
 High volume of telephone calls from customers inquiring about company products and services, billing,
and repair needs.
 Schedules installation and service appointment for services.
 Handles customer inquiries in a timely, professional manner while maintaining accuracy of details and
quality customer relations.
 Educates and consults customers on products to which they do not currently subscribe in order to
maximize sales of company products and services.
 Troubleshoots problems over the telephone with customers who are experiencing issues with their
service or equipment.
 Reviews billing statements with customers and computes costs associated with their subscription in
order to resolve discrepancies and to answer questions.
 Uses empowerment skills to analyze a situation to resolve issues. This may involve issuing additional
credit or mailing out promotional coupons to ensure customer satisfaction.
 confidentiality related to customer information
 Maintaining monthly sales, call volume, handle time, logged time and quality scores.
11/2010-5/2013 Connextions Charlotte, NC
United Health Care Supervisor
● Reviewing and correcting time in the Stromberg system
● Approving payroll
● Investigating any payroll issues
● Update schedules and coordinate with WF as appropriate
● Monitoring IEX ,Service levels, Call out sign on risk
● Report and update call outs to WF via email
● Pull reports for adherence, AHT, etc.
● Administering documents, forms, trackers and spreadsheets to communicate and track information.
● Assist with new employee training, including log in’s, id’s, time cards, and time card correction.
● Cover rules and regulations
11/2010-1/2011 Connextions Charlotte, NC
UHG MAAdmin/Trainer
● Prepare all training classes for production
● Complete TAR’s and PAR’s( Termination and New Hires)
● Assist with compliance support documentation
● Submit tickets to Helpdesk
● Set up for new Training classes imaging the room
● Cover Reception Area and duties
● Answering multi line phone
● Employee Corrective Action
● Manage Employee call out line
● Assist with planning fun recognition and execution of motivational events
08/2010-11/2010 Connextions Charlotte, NC
Wellpoint Customer Service
● Assist members with inquiries about the services that are covered in their Supplement plan.
● Explanation of Benefits
● System Issues
● Provide support to other agents
● Telephoning insurance companies and Doctor’s Offices to resolve disputes
● Provide one call resolution
09/2009-08/2010 Start Corporation Rock Hill, SC
Technical Support/Customer Service
• Provide client support and technical issue resolution via E-Mail, phone and other electronic medium
• Configuration of client’s equipment to connect to the Internet via modem/DSL Router
• Configure software to connect to Internet application servers.
• Provide training to clients in the use of system and supplications as related to Internet.
• Obtain general understanding of OS application operations related to company offered services.
• Identify and correct or advise on operational issues in client computer systems.
09/2007-08/2009 Sprint Charlotte, NC
Customer Service Representative
Education
08/1996-05/2001 University of South Carolina Columbia, SC
Associate of Criminal Justice
8/2014- Present University of South Carolina Lancaster, SC
• Coursework in Accounting and Finance
• Business and Public Law Coursework
• Strategy and Problem in Management seminar
• 3.5 GPA
• Coursework in Business, Management and Communications
• Training in Call Center Management
• Coursework in Managerial Accounting and Corporate Financial Management
7/2011-2/2012 Southeastern Institute Charlotte, NC
Certified Medical Biller and Coder
2012
TWC +you University
• The Decision Maker: Unlock the Potential of everyone in your organization
• One Decision at a Time
• Comprehensive Competency for Leaders
• Tame your inbox
• Communication Styles • Aspect Training
• Mentorship Program
Awards
● Highest exit examination score of Criminal Justice Program
References
References are available upon request

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keyiaresume11 TWC-final.doc- Workforce

  • 1. LoKeyia Moore (803)524-6707 Seeking a Challenging Position of Member of Management I am seeking a workforce position with a dynamic corporation where I can use my energy and skills to develop and motivate others. I am a dependable and self-motivated people person who works independently and efficiently to meet deadlines. The capacity to show sound judgement in accomplishing specified job duties, in a professional and efficient manner. I am a very detail and results driven individual with project planning experience. Skills • RTA • Aspect • Dashboard • CMS • eWFM • SharePoint • Budgeting and forecasting • Process improvement • Purchasing and procurement • Microsoft Suites(Outlook, Word, Access, Excel, PowerPoint) • Performance evaluations • Project planning and development • Cost reduction strategies • Quick Books • Type 60wpm • Stromberg • IEX • SharePoint • QMS Experience 6/2014-Present Time Warner Cable Charlotte, NC Resource Management Specialist • Using Computer with workforce management software, monitor the real- time call activity of all customer-contact personnel • Real time monitoring including but not limited to, call center volume, outsourcers call volume, managing service level, call handle time, off- phone time, and schedule adjustments • Other primary functions, include the monitoring and gathering of non-real time information using intra – day performance in order to track service levels, reforecast, and manage the use of off-phone time to improve center performance • Monitor compliance of company policies and procedures within the systems • Entering new employees, modify status change, and term in system • Maintain team assignment rosters for respective line of business • Respond to any workforce issues, questions, or concerns of all call center staff • Entering callouts (sick, absent, tardy, etc.) from callout line • Prepare daily schedules • Quality audit to assist in updating staffing plan that measures productive headcount, new hires, transfers and attrition • Adjust agents skill sets with staffing request • Analyze using guidelines make determination on overtime and “green time” (low call volume allows employees to go home.) • Assist in the development of departmental goals and procedures to ensure the overall efficiency of the department • Present local Workforce overview to new hire classes and facilitate new hire schedule bid • Responsible for completing and generating reports necessary to communicate off –phone activity,
  • 2. staffing issues, and any performance information as prescribed by senior management • Provide feedback to the appropriate managers and supervisors on performance results and work with the managers and supervisors on performance issues as necessary • Input into the computer system, required data such as agent information, schedule changes, supervisor and team information, coaching schedules and agent requests for time off • Inform immediate manager in a clear, concise, and timely manner of any unresolved customer service issues • Document and communicate all attendance records and payroll data to supervisors and above as appropriate • Planning and budgeting for the call center fun activities, other occasions, and execution of the events. 5/2013- 6/2014 Time Warner Cable Charlotte, NC Customer Service Representative  High volume of telephone calls from customers inquiring about company products and services, billing, and repair needs.  Schedules installation and service appointment for services.  Handles customer inquiries in a timely, professional manner while maintaining accuracy of details and quality customer relations.  Educates and consults customers on products to which they do not currently subscribe in order to maximize sales of company products and services.  Troubleshoots problems over the telephone with customers who are experiencing issues with their service or equipment.  Reviews billing statements with customers and computes costs associated with their subscription in order to resolve discrepancies and to answer questions.  Uses empowerment skills to analyze a situation to resolve issues. This may involve issuing additional credit or mailing out promotional coupons to ensure customer satisfaction.  confidentiality related to customer information  Maintaining monthly sales, call volume, handle time, logged time and quality scores. 11/2010-5/2013 Connextions Charlotte, NC United Health Care Supervisor ● Reviewing and correcting time in the Stromberg system ● Approving payroll ● Investigating any payroll issues ● Update schedules and coordinate with WF as appropriate ● Monitoring IEX ,Service levels, Call out sign on risk ● Report and update call outs to WF via email ● Pull reports for adherence, AHT, etc. ● Administering documents, forms, trackers and spreadsheets to communicate and track information. ● Assist with new employee training, including log in’s, id’s, time cards, and time card correction. ● Cover rules and regulations 11/2010-1/2011 Connextions Charlotte, NC UHG MAAdmin/Trainer ● Prepare all training classes for production ● Complete TAR’s and PAR’s( Termination and New Hires) ● Assist with compliance support documentation ● Submit tickets to Helpdesk ● Set up for new Training classes imaging the room
  • 3. ● Cover Reception Area and duties ● Answering multi line phone ● Employee Corrective Action ● Manage Employee call out line ● Assist with planning fun recognition and execution of motivational events 08/2010-11/2010 Connextions Charlotte, NC Wellpoint Customer Service ● Assist members with inquiries about the services that are covered in their Supplement plan. ● Explanation of Benefits ● System Issues ● Provide support to other agents ● Telephoning insurance companies and Doctor’s Offices to resolve disputes ● Provide one call resolution 09/2009-08/2010 Start Corporation Rock Hill, SC Technical Support/Customer Service • Provide client support and technical issue resolution via E-Mail, phone and other electronic medium • Configuration of client’s equipment to connect to the Internet via modem/DSL Router • Configure software to connect to Internet application servers. • Provide training to clients in the use of system and supplications as related to Internet. • Obtain general understanding of OS application operations related to company offered services. • Identify and correct or advise on operational issues in client computer systems. 09/2007-08/2009 Sprint Charlotte, NC Customer Service Representative Education 08/1996-05/2001 University of South Carolina Columbia, SC Associate of Criminal Justice 8/2014- Present University of South Carolina Lancaster, SC • Coursework in Accounting and Finance • Business and Public Law Coursework • Strategy and Problem in Management seminar • 3.5 GPA • Coursework in Business, Management and Communications • Training in Call Center Management • Coursework in Managerial Accounting and Corporate Financial Management 7/2011-2/2012 Southeastern Institute Charlotte, NC Certified Medical Biller and Coder 2012 TWC +you University • The Decision Maker: Unlock the Potential of everyone in your organization • One Decision at a Time • Comprehensive Competency for Leaders • Tame your inbox • Communication Styles • Aspect Training
  • 4. • Mentorship Program Awards ● Highest exit examination score of Criminal Justice Program References References are available upon request