Kathy Moore
Covina, CA 91723
Email address: kmco1@verizon.net
Telephone: 626-332-0224

Summary of qualifications

2003 - 2005 - Alta Resources - Brea, CA
New Accounts Customer Representative

2002-2003 - Contiki Holdings, Inc - Anaheim, CA
Travel Reservationist

2001 - 2002 - TeleTech Telecommunications - North Hollywood, CA
Customer Service Supervisor of Operations
· Manage the Customer Service Representative (CSR) teams on a day-to-day basis. Directly responsible for 15-20 CSR's. Responsible for ensuring the highest level of service for clients; promoting growth and providing leadership that promotes and encourages teamwork.

1996 - 2000 - TeleTech Telecommunications - North Hollywood, CA
Customer Service Representative
· Provide technical support for Windows 95, 98, Me, 2000, XP and NT
Netscape and Microsoft Internet Explorer with Outlook and Outlook Express

1971 - 1988 - Mayfair Construction Company - Covina, CA
Secretary, Receptionist, Bookkeeper
· Managed office for construction company, interacted with employees, architects, sub-contractors, union representatives, clients, etc.

1967 - 1969 - Reserve Life Insurance - Dallas, TX
Clerk Typist and Trainer
· Set up procedure for new desks and wrote the manuals, trained new personnel

Work Experience:

2003 - 2005 - Alta Resources - Brea, CA
New Accounts Representative
· Set up new accounts for FedEx

2002 - 2003 - Contiki Holdings, Inc - Anaheim, CA
Travel Reservationist
· Booked tour, hotel and air tickets for retail travel agents.

1996 - 2002 - Teletech Telecommunications - North Hollywood, CA
Customer Service Supervisor.
· Fifteen Months as a supervisor for the HELPChat! Team and the Email Team. Doing coaching, quality assurance on work output, writing regular reports on team performance, tracking attendance, and providing regular technical and account maintenance support for the team members, using Excel and Word for extensive reporting.

Customer Support Representative.
· Four years eleven months with a leading internet provider as a technical support agent.
Technical Support on telephones, chat forum and e-mail, responding and editing. Help Desk, answering in-house calls on how to answer technical and billing questions and on company policy. E-mail QA, evaluating the quality of e-mail responses. Mentoring other agents.

1988 - 1996 Self-employed
Licensed Foster Care for Special Needs Infants
· Took care of drug addicted infants. Handled all medical appointments, court hearings, parental visits, social services visits and visits by myriad therapists.

1971 - 1988 - Mayfair Construction Company - Covina, CA
Secretary, Receptionist, Bookkeeper
· Typed correspondence, invoicing, accounts payable and receivables, full charge bookkeeper and record keeping for company,`jobs, union records, insurance forms and records, taxes, journals, answered multiple telephone lines, handled lawyers, architects, clients, union representatives, subcontractors, received bids.

1969 - 1970 - Republic Water Heater Co. - Dallas, TX
Accounting Clerk, Purchasing Assistant
· Re-organized the Accounting Department, made out invoices and shipping orders, assisted new plant purchasing agent in organizing the purchasing department.

1967 - 1968 - Reserve Life Insurance Co. - Dallas, TX
Clerk/Trainer
· Set up procedure for new desks and wrote the manuals for each position, trained new personnel on each desk. Set up a collection desk and wrote the manual for the position.

1964 - 1966 - D. N. & E. Walter & Company - San Francisco, CA
Clerk/Order Desk
· Wrote and followed up on contract orders for custom made drapes, trained on flexowriter, took orders from retailers and followed up on delivery of fabric and drapes.

Education:

1958 - 1962 - Charter Oak High School - Covina, CA
High School Diploma
· Classes for College Prep
· Classes in Business
· Worked in School Office

1962 - 1963 - Mt. San Antonio College - Walnut, CA
· Classes in Liberal Arts
· English, Psycology, Sociology, Biology, Marriage and Family

1987 - 1988 - Watterson College - West Covina, CA
· Travel and Tourism
· Certificate of Proficiency as a Travel Agent

1994 - 1996 - Baldwin Park Adult Career Training Center
Baldwin Park, CA

· Basic Electronics and Micro-computer Repair
· Lead Student
· Certificate of Proficiency in Computer Repair
· Tools for Success Scholarship

Volunteer Experience:
1985 - 1986 - Youth for Christ, Living Options - Covina, CA
Crisis Counselor and Crisis Counselor Trainer

1987 - 1989 - Living Alternatives Crisis Center - Azusa, CA
Crisis Counselor and Crisis Counselor Trainer

1992 - 1993 - American Red Cross - West Covina, CA
CPR Instructor