Meyosha Mosley
Hampton
Summary
Experienced in customer service, inside sales, and account management, with 28 years of results-driven expertise. Proficient in sales, including managing quotations, overseeing key accounts, and ensuring service quality. Known for analytical ability and detail-oriented approach, consistently delivering top-quality solutions. Collaborative team player with an ownership mentality, excelling at identifying client needs and driving revenue growth through effective strategies. Thrives in fast-paced environments, maintaining superior communication and organizational skills while resolving challenges with precision and efficiency.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist
Oldcastle Infrastructure
11.2024 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Completed accurate order entry and data verification.
- Documented shipping information for orders and tracked packages when necessary.
- Assisted customers with product and service selections.
- Communicated with customers to answer questions and perform account maintenance.
Account Manager
Wencor Group
06.2024 - 11.2024
- Developed tailored solutions, enhancing client engagement and retention.
- Increased client satisfaction by cultivating strong relationships and understanding client needs.
- Facilitated contract negotiations, securing favorable terms for both clients and company.
- Enhanced service offerings with regular feedback sessions to identify areas for improvement.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Improved overall team productivity by implementing best practices in organization and time management.
- Increased upsell opportunities with strategic account reviews, identifying and addressing client needs.
Inside Sales/Customer Service
OFS Fitel, LLC
09.2016 - 12.2023
- Managed Quotation Management and RFQ Preparation, utilizing SharePoint and SAP for timely responses
- Coordinated with internal departments, maintained documentation, processed orders, and collaborated with Sales Teams to support customers effectively
- Key Accomplishments
- Successfully managed Quotation Management and RFQ Preparation processes
- Utilized systems such as SharePoint and SAP to provide timely responses to customers and Sales Teams
- Coordinated with internal departments including PLM, Business Management, Production Control, Engineering, Quality, and Logistics
- Maintained documentation for bid requests and managed correspondence files
- Processed customer purchase orders and oversaw the entire order management process until product delivery
- Maintained customer profile master data and managed RMA documents and credit and Debit Memo requests
- Collaborated effectively with Sales Teams to support customers with appropriate reports
Customer Service Rep/Account Manager
CSM Bakery Solutions
12.2014 - 09.2016
- Led team in setting performance-driven objectives, while analyzing reports to propose efficiency solutions to upper management
- Managed workload, developed policies, interacted with systems like SAP, and collaborated cross-functionally to ensure smooth order fulfillment and resolution
- Key Accomplishments
- Provided team with vision and objectives to drive performance improvements
- Created and analyzed reports, proposing solutions to upper management for efficiency enhancements
- Monitored team workload, delegated tasks, and developed operational policies
- Analyzed customer issues, trained representatives, and interacted with various systems including SAP
- Established consistent reporting cadence and represented CSM in customer service-related activities
- Managed order fulfillment and collaborated with support departments to resolve pricing and supply chain issues
- Processed corrections or changes as needed and communicated with relevant stakeholders
Customer Care Representative
Halco Lighting Technologies
05.2013 - 12.2015
- In a call center environment, managed comprehensive customer service activities, including quality assurance, account management, order fulfillment, and credit assistance, ensuring customer satisfaction and sales profitability
- Proactively tracked orders, resolved issues, conducted account follow-ups, and communicated effectively with customers to address billing concerns and optimize service
- Key Accomplishments
- Managed all customer service activities, including quality assurance, account management, and order fulfillment
- Provided information, resolved issues, and suggested order modifications to enhance customer satisfaction and drive sales profitability
- Tracked order exceptions, scheduled shipments, and maintained orders as needed
- Assisted customers with credit applications and inquiries
- Conducted account follow-ups, noted customer accounts, and presented written reports
- Contacted customers regarding overdue bills and advised them of billing options
Skills
- SAP ERP (Sales and Distribution)
- Business Intelligence (Business Explorer Analyzer)
- BPICS
- Key Account Management
- Call Center
- EDI
- Salesforce
- Microsoft Office Suite
- Customer Service
- Project Management
Timeline
Customer Service Specialist
Oldcastle Infrastructure
11.2024 - Current
Account Manager
Wencor Group
06.2024 - 11.2024
Inside Sales/Customer Service
OFS Fitel, LLC
09.2016 - 12.2023
Customer Service Rep/Account Manager
CSM Bakery Solutions
12.2014 - 09.2016
Customer Care Representative
Halco Lighting Technologies
05.2013 - 12.2015
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