Alyce Anderson-Cooper
Tempe,AZ
Summary
Well-qualified Performance & Development Coach adept at planning and implementing onsite and remote Coaching's. Authoritative and clear communicator with enthusiastic style and insightful approach. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Organized, dependable and successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
21
21
years of professional experience
Work History
Performance & Development Coach
Americor Funding
Scottsdale, Arizona
02.2024 - Current
- Designed custom learning modules to address specific organizational challenges, resulting in higher employee satisfaction rates.
- Enhanced team performance by implementing personalized coaching plans and development strategies.
- Boosted employee engagement through individualized coaching sessions and group workshops.
- Updated and revised course content and teaching methodologies.
- Provided constructive feedback during coaching sessions, encouraging continuous improvement and personal growth.
- Supported employees in achieve career goals, providing guidance on professional growth opportunities.
- Evaluated employee skill sets to identify areas for improvement and create tailored development plans.
- Addressed performance gaps by creating targeted action plans and providing ongoing coaching to improve skills over time.
- Empowered individuals to take ownership of professional growth, providing tools and resources needed for success.
- Developed strong relationships with employees, establishing trust as go-to resource for career guidance and support.
- Trained and mentored 35-38 new personnel hired to fulfill Welcome call Coordinator role.
Welcome Call Coordinator
Americor Funding
10.2023 - 02.2024
- Verified customer account data by reviewing existing records and confirming accuracy of data entered into system.
- Entered data into computer systems accurately and efficiently according to established procedures.
- Recorded customer interactions in database for tracking purposes.
- Built relationships with customers through friendly conversations while handling their calls.
- Answered incoming calls and assisted customers with inquiries.
- Provided customer service support to callers in professional, courteous manner.
- Responded to customer inquiries and requests for information by providing accurate and complete answers.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Supported customers by managing 50-100 calls per day efficiently while maintaining professionalism and upbeat tone.
- Reduced customer frustrations by quickly identifying problems and escalating them appropriately when necessary
- Offered outstanding service quality by actively listening to callers'' concerns or questions before providing appropriate solutions
- Collaborated closely with team members, fostering positive work environment that resulted in increased employee morale
Payment Processing Clerk
J.P. Morgan Chase
05.2023 - 08.2023
- Identified, researched, and resolved billing variances to maintain system accuracy and currency
- Safeguarded documents of accounts receivable and payments to enable tracking history and maintain accurate records
- Handled day-to-day accounting processes to drive financial accuracy
- Entered figures using 10-key calculator to compute data quickly.
- Developed strong understanding of industry regulations to ensure compliance when handling sensitive financial information
- Supported company growth by adapting to changes in volume or complexity of transactions, ensuring continued excellence in payment processing services
Merchant Services Representative
DoorDash
07.2021 - 10.2021
- Helped customers navigate choices between services with support for questions such as terms, pricing and availability
- Achieved monthly sales goals by promoting product benefits and enrolling new clients
- Resolved issues efficiently and enhanced customer satisfaction ratings
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance
- Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings
- Connected customers with services based on individual needs and vendor capabilities.
Census Field Supervisor
US Census Bureau
08.2020 - 10.2020
- Completed projects milestones on time by keeping team members on task and operating with efficiency
- Implemented proactive adjustments to work by evaluating current performance and progress with critical eye
- Developed successful resolutions for issues that arose during field operations
- Monitored timelines, set up order of operations and managed field schedules
- Complied with federal and company regulations to maintain high level of safety at all job sites
- Reported to supervisors weekly regarding project progress, site problems and labor status
- Completed bi-weekly payroll for 20-25 employees
- Resolved escalated conflicts between enumerators and respondents through diplomatic negotiations or mediation as necessary, ensuring smooth operations within assigned territory
- Facilitated inter-departmental collaboration by maintaining open lines of communication with other supervisors and sharing best practices across teams
- Adhered to all federal, state, and local regulations governing census activities while supervising field teams, guaranteeing full compliance with legal requirements
- Promoted inclusive working environment by fostering open dialogue among team members about diversity-related concerns or challenges encountered during fieldwork assignments
Leasing Agent
Devonshire Apartments
07.2015 - 02.2016
- Oversaw daily operations, maintenance and administration of various properties
- Maintained accurate records of all correspondence with and from tenants
- Conducted background checks on applicants
- Provided tours of property and amenities to prospective tenants and offered valuable information regarding major features
- Encouraged prospective tenants to fill out applications after property tours
- Showed tenants around properties, highlighting features and redirecting concerns to capture interest
- Contacted and followed up with tenants on renewal notices
- Checked rental eligibility by following Devonshire's verification process
- Developed strong, professional relationships with Leasing agents and residents by initiating collaboration and delivering exemplary service and engagement.
Package/Shipping Handler
Meijer Inc.
10.2010 - 01.2011
- Selected products for specific routes according to pick sheets
- Unloaded, picked, staged and loaded products for shipping
- Oversaw warehousing and storage practices and housekeeping
- Verified proper temperature levels on all inbound merchandise requiring refrigeration
- Rotated stock by code and receiving date
- Transported goods from racks, shelves and vehicles
- Worked at a rapid pace to meet tight deadlines
- Banded, wrapped, packaged and cleaned equipment
- Assembled product containers and crates
- Packed containers and re-packed damaged containers.
Teachers Aide
Early Learners Child Development
10.2007 - 04.2008
- Supported student learning objectives through personalized and small group assistance
- Assisted teachers with classroom management and document coordination to maintain positive learning environment
- Assisted teachers with supervision and care of group of 7-10 children
- Promoted physical, mental and social development using classroom games and activities
- Openly exchanged ideas and materials with coworkers
- Continually encouraged children to be understanding and patient with others.
Cashier
McDonald's Restaurant
03.2003 - 04.2004
- Took necessary steps to meet customer needs and effectively resolve food or service issues
- Recorded customer orders and repeated them back in a clear, understandable manner
- Promptly reported complaints to a member of the management team
- Correctly received orders, processed payments and responded appropriately to guest concerns
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels
- Up-sold additional menu items, beverages and desserts to increase restaurant profits
- Served fresh, hot food with a smile in a timely manner
- Served orders to customers at windows, counters and tables
- Prepared and served beverages such as coffee, tea and fountain drinks
- Carefully maintained sanitation, health and safety standards in all work areas
- Maintained a neat, well groomed appearance including impeccable personal hygiene, hair restraint and minimal jewelry that met company standards
- Worked flexible schedule and extra shifts to meet business needs.
Education
GED -
GED Success of Grand Ledge
Lansing, MI 12.2005 - 12.2005
Skills
Customer Accounts Management
Resolving Conflicts
Merchant Support
Customer Experience
Finance
Word Processing
Performance Improvement
Research
Call Center Customer Service
Account Security
Professional Communication
Proficient in CRM
Client Service
Coaching Techniques
Quality Control
Affiliations
- Spending time with family
- Dance
- DIY Crafting
- Baking
- Volunteering
- Reading
Additional Information
References upon request.
Timeline
Performance & Development Coach
Americor Funding
02.2024 - Current
Welcome Call Coordinator
Americor Funding
10.2023 - 02.2024
Payment Processing Clerk
J.P. Morgan Chase
05.2023 - 08.2023
Merchant Services Representative
DoorDash
07.2021 - 10.2021
Census Field Supervisor
US Census Bureau
08.2020 - 10.2020
Leasing Agent
Devonshire Apartments
07.2015 - 02.2016
Package/Shipping Handler
Meijer Inc.
10.2010 - 01.2011
Teachers Aide
Early Learners Child Development
10.2007 - 04.2008
GED -
GED Success of Grand Ledge
12.2005 - 12.2005
Cashier
McDonald's Restaurant
03.2003 - 04.2004