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
Atlanta, GA
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
Peachtree City, GA
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
Norcross, GA
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
Tucker, GA
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
Norcross, GA
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