Shatrina Moore has over 15 years of experience in customer service and technical support roles. She is currently a technical support representative for Comcast, where she diagnoses customer issues, documents interactions, and promotes additional products and services. Previously, she held similar technical support roles at AT&T and customer service roles at various retail and cellular companies. Moore is skilled in troubleshooting, problem solving, teamwork, and providing excellent customer service.

1. s h a t r in a . c h ild s @ g ma il. c o m ▪ 8 7 0 - 5 9 2 - 1 5 2 3
Shatrina Moore
Career Skills:
 Customer Service oriented, Self Sufficient, Multitasking, Phone and online support, Technical
Troubleshooting, Team Worker, Fast Learner, Preventive Maintenance, Software Installs, Self -
Starter, Detailed Oriented, Good Listener, Complaint Handling, and Problem Diagnosis.
Professional Experience
Technical Support –Comcast, Houston, Tx▪ 09-02-14– Present
 Represents Comcast in a professional and positive manner in all situations.
 Diagnoses customer issues through process of elimination by asking probing questions.
 Checks for outages by reviewing outage page for known problems and/or checks router.
 Documents details of customer interaction by opening ticket in the trouble ticketing system and
records appropriate information in database.
 Ability to work mandatory overtime.
 Perform other duties as assigned.
 Promoting and selling new products and services (including XFINITY HOME)
Technical Support–AT&T, Little Rock, AR▪ 07-2012– 07-2014
 Recognized strengths in account maintenance, problem-solving and trouble-shooting.
Implementing proactive procedures and systems to avoid problems in the before they happen.
 Applied experience to trouble shooting steps to improve call handling procedures. Adaptable to
constant change of rules and procedures.
 Passed Learning assessment Routinely exceed call-handling goals, closing an average of 20-
calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of
15.5 minutes -- well below 22-minute goal.
 Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues.
Excel in asking probing questions and researching, analyzing and rectifying problems.
Waitress –Waffle House Little Rock, AR▪ 08-11 - 07-2012
 Check patrons' identification in order to ensure that they meet minimum age requirements for
consumption of alcoholic beverages.
 Check with customers to ensure that they are enjoying their meals and take action to correct any
problems.
 Explain how various menu items are prepared, describing ingredients and cooking methods.
 Prepare checks that itemize and total meal costs and sales taxes.
 Present menus to patrons and answer questions about menu items, making recommendations
upon request.
Relief Manager–Public Storage, Houston, TX▪ 07-09 -06-11
 Represented the firm in the market for carrying out all business
operations from managing the finances of a property and maintaining
 Financial reports to managing the advertisements of properties.
 Provide various measures for negotiating and organizing lease agreements
and rent agreements along with the capitol developments.
 Excellent ability to handle multiple tasks.
 Responsible for maintaining consistent occupancy rate saving experience
in Property Management.
 Responsible for managing rent and lease collections.

2. Cellular South–Customer Service Rep, Greenville, Ms▪ 02-03 – 07-09
 Greet customers and ascertain what each customer wants or needs.
 Open and close cash registers, performing tasks such as counting money,
separating charge slips, coupons, and vouchers, balancing cash drawers,
and making deposits.
 Maintain knowledge of current sales and promotions, policies regarding
payment and exchanges, and security practices.
 Solicit sale of new or additional services or products
 Confer with customers by telephone or in person in order to provide
information about products and services, to take orders or cancel
 accounts, or to obtain details of
 complaints
 Resolve customers' service or billing complaints by performing activities
such as exchanging merchandise, refunding money, and adjusting bills.
 Check to ensure that appropriate changes were made to resolve customers'
problems.
Assistant Manager- Dodge & Dodge Store, Leland MS, 04-99 – 01-03
 Provide customer service by greeting and assisting customers, and
responding to customer inquiries and complaints.
 Monitor sales activities to ensure that customers receive satisfactory
service and quality goods.
 Assign employees to specific duties.
 Direct and supervise employees engaged in sales, inventory-taking,
reconciling cash receipts, or in performing services for customers.
 Inventory stock and reorder when inventory drops to a specified level.
 Keep records of purchases, sales, and requisitions.
 Enforce safety, health, and security rules.
 Examine products purchased for resale or received for storage to assess
 the condition of each product or item.
 Hire, train, and evaluate personnel in sales or marketing establishments,
 promoting or firing workers when appropriate.
 Perform work activities of subordinates, such as cleaning and organizing
shelves and displays and selling merchandise
Education
Job Training Program Association, Completion Date: 08-22-99