Victoria Mobley
Hinesville
Summary
Customer service professional with extensive background in managing high call volumes and resolving customer issues. Known for reliability and ability to adapt to changing demands while collaborating with team members. Skilled in conflict resolution and maintaining customer satisfaction.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Contact Center Representative
Voya Financial
06.2022 - 08.2022
- Respond to customer inquiries, providing plan information and processing service requests.
- Escalate complex issues and ensure resolution through appropriate channels.
- Support process improvements and assist with new product implementation.
- Remote
Customer Service Home Agent
Williams-Sonoma, Inc.
10.2020 - 06.2022
- Delivered high-quality service via phone and email, addressing customer concerns and order issues.
- Maintained performance metrics and documentation in CRM systems.
- Assisted in de-escalating customer complaints and improving satisfaction.
- Remote
Inside Sales Representative/Customer Service
Total Stockroom
08.2017 - 01.2018
- Built customer relationships through consultative selling and account support.
- Negotiated pricing and managed B2B sales communication.
- Increased quarterly sales by enhancing client engagement.
Office Administrator / Receptionist
Global Employment Solutions
08.2016 - 02.2017
- Provided front desk support and handled document processing and scheduling.
- Maintained inventory and prepared shipments for courier delivery.
Fraud Analyst II
Bank of America
04.2016 - 08.2016
- Reviewed and analyzed suspicious transactions for fraud prevention.
- Worked with customers to verify account activity and reduce financial risk.
Sales Support Specialist
The Home Depot
07.2015 - 04.2016
- Supported sales team and customers with order processing and troubleshooting.
- Ensured timely follow-ups and issue resolution for complex cases.
Customer Service / Sales Support
Boxercraft
09.2014 - 12.2014
- Assisted customers with inquiries and supported account retention strategies.
- Promoted additional services and closed sales deals via inbound and outbound calls.
Benefits Specialist
Aetna
05.2013 - 02.2014
- Guided clients through benefits enrollment and provided support on policy details.
- Handled sensitive documentation and maintained HIPAA compliance.
Telephone Customer Service Representative
American Express
11.2010 - 08.2012
- Handled customer inquiries and provided financial product support.
- Met performance benchmarks in speed, quality, and customer satisfaction.
Call Center Representative / Team Lead
The Answer Group
01.1999 - 11.2010
- Supported technical troubleshooting, training, and quality assurance.
- Led workforce planning and coached new agents to improve call quality.
- Conducted team performance reviews and implemented process improvements.
Education
Certificate of Technical Studies - Medical Billing & Coding
DeVry University
10-2025
Skills
- CRM software
- Anatomy
- Inbound phone calls
- Call center customer service
- Technical support
- Records maintenance
- Call center operations
- Documentation and reporting
- Logging call information
- Medical terminology
- HIPAA compliance
- Insurance coding (ICD-9 and CPT)
- Inpatient records coding
Certification
Driver's License
Additional Information
- Office Administrator / Receptionist Global Employment Solutions – Duluth, GA | Aug 2016 – Feb 2017
- Provided front desk support and handled document processing and scheduling.
- Maintained inventory and prepared shipments for courier delivery.
- Fraud Analyst II Bank of America – Kennesaw, GA | Apr 2016 – Aug 2016
- Reviewed and analyzed suspicious transactions for fraud prevention.
- Worked with customers to verify account activity and reduce financial risk.
- Sales Support Specialist The Home Depot – Atlanta, GA | July 2015 – Apr 2016
- Supported sales team and customers with order processing and troubleshooting.
- Ensured timely follow-ups and issue resolution for complex cases.
- Customer Service / Sales Support Boxercraft – Mableton, GA | Sept 2014 – Dec 2014
- Assisted customers with inquiries and supported account retention strategies.
- Promoted additional services and closed sales deals via inbound and outbound calls.
- Benefits Specialist Aetna – Plantation, FL | May 2013 – Feb 2014
- Guided clients through benefits enrollment and provided support on policy details.
- Handled sensitive documentation and maintained HIPAA compliance.
- Telephone Customer Service Representative American Express – Plantation, FL | Nov 2010 – Aug 2012
- Handled customer inquiries and provided financial product support.
- Met performance benchmarks in speed, quality, and customer satisfaction.
- Call Center Representative / Team Lead The Answer Group – North Lauderdale, FL | Jan 1999 – Nov 2010
- Supported technical troubleshooting, training, and quality assurance.
- Led workforce planning and coached new agents to improve call quality.
- Conducted team performance reviews and implemented process improvements.
Languages
English
Native or Bilingual
Timeline
Contact Center Representative
Voya Financial
06.2022 - 08.2022
Customer Service Home Agent
Williams-Sonoma, Inc.
10.2020 - 06.2022
Inside Sales Representative/Customer Service
Total Stockroom
08.2017 - 01.2018
Office Administrator / Receptionist
Global Employment Solutions
08.2016 - 02.2017
Fraud Analyst II
Bank of America
04.2016 - 08.2016
Sales Support Specialist
The Home Depot
07.2015 - 04.2016
Customer Service / Sales Support
Boxercraft
09.2014 - 12.2014
Benefits Specialist
Aetna
05.2013 - 02.2014
Telephone Customer Service Representative
American Express
11.2010 - 08.2012
Call Center Representative / Team Lead
The Answer Group
01.1999 - 11.2010
Certificate of Technical Studies - Medical Billing & Coding
DeVry University