I'm very highly motivated, detailed oriented, self-directed and very trained and experienced.

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SHANNON M. MOORE
PROFESSIONA L SUMMARY
 Highly motivated, self-directed worker with excellent leadership training and experience. Significant exposure to
Business Marketing, Sales, Customer Service and Human Resources through related course work and internship
experience.
 Proficient in Microsoft Excel, Word, and Outlook.
 Outstanding oral and written communication, organization and time management skills, with strong multitasking
abilities. Possess exceptional quantitative and analytical skills. Have superb interpersonalskills with the ability to be
a productive team player.
EDUCATION
Western Piedmont Community College, Morganton, NC
Walden University, Baltimore, MD
 Master of Business Administration with Human Resource (Current)
 Bachelors of Science in Business Administration - Cum Laude
 Associates Degree in Business Administration
 Member of Phi Theta Kappa Honors Society
 Certificate in Business Finance
 National Dean’s List
PROFESSIONAL EXPERIE NCE
Customer Service Specialist
AT&T Mobility, Greensboro, NC February 2009 – Present
 Served as a mentor for New Hires.
 Served as a Floor Supervisor.
 Submitted cases to resolve customer account issues.
 Obtained several accolades for customer service satisfaction.
 Assisted with the Performance Enrichment Training to ensure new hires.
 De-escalated calls, ensuring irate customers that their issues would be resolved.
 Provided excellent customer service and assisted customer with ordering AT&T products.
 Assisted customers with submitting payments, setting up payment arrangements and payment research.
 Member of the Inspire Team, responsible for reporting to the director of the call center & planning events forthe campus.
 First Bill Review Team: Responsible for assisting customers with reviewing first bill after starting service with AT&T.
 Six Sigma (Green Belt).
 LEAD (Leadership Development Program).
Order Entry Clerk
Henredon Furniture Corporation, Morganton, NC June 2007 – December 2008
 Responsible for pricing merchandise.
 Responsible for accurately entering customer orders for processing.
 Researched the materials to ensure availability of customized furniture requests.
 Resolved customer requests via telephone utilizing the highest level of professionalism.
 Communicated and adhered to the posted weekly/monthly/quarterly productivity reports.

2. Collections Specialist
Citicorp (a subsidiary of Citibank), Greensboro, NC August 2006 – May 2007
 Responsible for collecting past due customer payments.
 Ensured accuracy of information recorded on customer account.
 Assisted customerin setting up payment arrangements to bring their account current.
 Directed customer inquiries to the appropriate contact in a professionaland courteous manner.
Administrative Assistant
Western Piedmont Community College, Morganton, NC May 2001 – February 2006
 Responsible for answering phones and greeting students.
 Ordered/distributed supplies and equipment within the department.
 Maintained database of all supplies and equipment. Maintained all office files.
 Assisted in student registration each semester to update student information into database.
 Responsible for calculating and entering part-time payroll.
 Assisted in the Business Office.
AREA OF EXPERTISE
 Complaint handling and resolution
 Customer Satisfaction
 Maintaining Records
 Order fulfillment
 De-escalations
 Team Projects
 Six Sigma (Green Belt)
 LEAD (Leadership Development Program).