Summary
Overview
Work History
Education
Skills
Timeline
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Andronika M. Cooper

Tilden,IL

Summary

Contact Experienced and reliable customer service representative with 10+ years of call center experience and educational background in Information Technology. Highly motivated with strong attention to detail and the ability to \grasp new concepts quickly an\f Strengths include effective communication skills, ability to self manage , and adaptability.

Overview

11
11
years of professional experience

Work History

Senior Coordinator

Andronika M. Cooper
01.2021 - Current
  • Able to self manage in production based environment
  • Complete Fraud/Risks Investigations within turn-around-time parameters
  • Perform account level research
  • Provide excellent customer service to new and existing customers
  • Consistently meeting or exceeding all metrics every month
  • Selected to help improve and provide insight for policy and procedures in May 2022
  • Selected as department Ambassador to help Contact Center teams with improving metrics in June

Capital One Financial Corporation
Dallas, TX
12.2019 - Current

Coordinator - Customer Service Experience Specialist

01.2019 - 01.2021
  • Answered inbound calls and chats with enthusiasm and eagerness to help
  • Educated, Probed and assisted applicants throughout Auto Navigator Car Buying process
  • First call resolution
  • Handling both pre - and post - application inquires
  • Provided technical support with website access and usability
  • Provided quality assurance checks on completed tasks to ensure team success each month
  • Continuously met all metrics
  • Lateral move to Chat for Auto Navigator in May of 2020
  • Advanced Services Team Lend from September of 2020 until May 2021

Home Security Installation Team Lead

One Source Solutions
St Louis, MO
08.2016 - 11.2019
  • Currently working towards Google Data
  • Analytics Certification, Trained sales team and installation team on new policies and procedures
  • Worked closely with sales team to answer questions regarding home security
  • Processed, rescheduled, and changed orders for ADT and Vivint home security
  • Managed monthly installs, sales, and cancellation reports
  • Helped improve cancellation rate of sales from 40% to 30% within a year

Health Program Representative

Anthem
St Louis, MO
10.2015 - 08.2016
  • Telephonically communicated and engaged members into health support programs by building trust and credibility
  • Possess knowledge of all programs and services
  • Accurately collected information and updated data provided by members
  • Met goal of 100+ outbounds a day
  • Attained a 90% or higher in Quality Assurance each month

Connexions Loyalty
St Louis, MO
11.2012 - 10.2015
  • Provided thorough, friendly, and effective customer service to all customers during the travel booking process
  • Ability to meet the customer’s needs in addition to selling additional services to enhance the customer experience
  • Maintained the customer relationship by proactively resolving any travel product or service concerns by selecting the best solution to solve the issue and expediting the resolution
  • Gently upsold customers to travel packages that would be a better fit for their travel needs

Education

Associates Degree - Applied Science - Cyber Security

St Louis Community College
May 2019

Skills

  • Time Management
  • Typing Speed, 65 wpm
  • Analytical
  • Communication
  • Adaptability
  • Microsoft Office

Timeline

Senior Coordinator

Andronika M. Cooper
01.2021 - Current

Capital One Financial Corporation
12.2019 - Current

Coordinator - Customer Service Experience Specialist

01.2019 - 01.2021

Home Security Installation Team Lead

One Source Solutions
08.2016 - 11.2019

Health Program Representative

Anthem
10.2015 - 08.2016

Connexions Loyalty
11.2012 - 10.2015

Associates Degree - Applied Science - Cyber Security

St Louis Community College

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Andronika M. Cooper