K'Mara Moore
North York,Canada
Summary
Highly proficient Senior Agent with demonstrated customer service orientation, interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Post Office Clerk
Shoppers Drug Mart
08.2024 - Current
- Added accurate data entry into computer system to complete transactions, track packages and update client information.
- Upsold postal services like insurance and tracking.
- Prioritized time-sensitive materials such as express packages or overnight deliveries, guaranteeing on-time arrival at their destinations.
- Managed a high volume of daily MoneyGram transactions without compromising quality or accuracy.
Customer Solutions Specialist
Paypal
10.2021 - 03.2024
- Accurately assisted with risk management.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations while maintaining advanced KPI's.
- Utilized CRM systems effectively to track client interactions, document detailed case notes, and access relevant account information quickly when needed.
- Provided timely assistance to clients via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Liaised with external partners such as banks, payment gateways, and credit card companies to ensure seamless transaction processing for clients.
Team Leader / Senior Agent
Paypal
05.2023 - 10.2023
- Accurately assist with risk management
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
Subject Matter Expert
Teleperformance
11.2020 - 01.2022
- Mentored junior team members, contributing to their professional growth and development.
- Assisted in training of new hires, sharing best practices and company policies.
- Optimized subject matter content by conducting extensive research and incorporating industry trends.
- Boosted team morale and productivity through effective leadership and clear communication.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Utilized CRM software for accurate record-keeping and easy access to pertinent client information during calls.
Early Childhood Educator
YMCA
02.2019 - 10.2021
- Built therapeutic relationships with young person, families and colleagues while using the person-centered approach
- Planned, implemented, and guided activities
- Self-managed ongoing professional development
Beauty Advisor
Sephora
08.2018 - 12.2019
- Continuously built and maintained therapeutic relationships while preserving professionalism with management and co-workers
- Planned, implemented, and built stage displays for events
- Maintained safety, appearance and cleanliness of the store front
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
Customer Service
Sport Chek
07.2016 - 01.2019
- Mentoring and coaching new employees on performance & development
- Assisted new employees to adjust to workplace & culture
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.
- Exceeded company expectations for order fulfillment speed and accuracy, consistently meeting or surpassing performance metrics.
Education
Child & Youth Care Advance Diploma -
Humber College
Lakeshore, ON12.2021
Skills
- Email etiquette
- Client onboarding
- Call handling
- CRM software
- Ticket management
- E-commerce
- Data entry
- Technical support
- Time management
- Adaptability and flexibility
- Experienced in QA
Certification
- First Aid & CPR Level C
- Crisis Intervention Training
- Health & Safety
- TCPS2 Core Certificate
Languages
English
Timeline
Post Office Clerk
Shoppers Drug Mart
08.2024 - Current
Team Leader / Senior Agent
Paypal
05.2023 - 10.2023
Customer Solutions Specialist
Paypal
10.2021 - 03.2024
Subject Matter Expert
Teleperformance
11.2020 - 01.2022
Early Childhood Educator
YMCA
02.2019 - 10.2021
Beauty Advisor
Sephora
08.2018 - 12.2019
Customer Service
Sport Chek
07.2016 - 01.2019
Child & Youth Care Advance Diploma -
Humber College
Similar Profiles
Christo ThomasChristo Thomas
Front Store Assistant Manager at Shoppers Drug MartFront Store Assistant Manager at Shoppers Drug Mart
Claudia PerezClaudia Perez
Beauty Advisor at Shoppers Drug MartBeauty Advisor at Shoppers Drug Mart
Nolan PlyleyNolan Plyley
Supervisor at Shoppers Drug MartSupervisor at Shoppers Drug Mart