Aneesah Cooper
Greenwood,SC
Summary
I'm a qualified customer service agent with more than 12 years of experience in fast-paced customer service and call center environments. I'm always personable and professional under pressure and well-versed in customer support in high call volume environments. I'm an excellent communicator with 5 years of experience in retention and/or escalation maintenance capacities within a demanding call center environment. At all times, I am patient and empathetic and my experience both as a retention specialist and in technical support has given me an extensive background in conflict resolution and customer care.
Overview
26
26
years of professional experience
Work History
Retention Specialist
AT&T/ Sykes
Greenwood SC
01.2016 - Current
- Retaining customers and making sure satisfied with products, services, and pricing provided by AT&T
- Explaining bills and finding a resolution of any billing issues
- Troubleshooting issues with products and services when necessary
- Ordering equipment and adding new lines of service in sales capacity
ISM Senior Account Agent
AT&T/Sykes
Greenwood
04.2012 - 12.2015
- Worked with the ISM (Integrated Service Model) group to assist consumers with multiple AT&T products/services (Uverse HSI, VOIP, TV; DirecTV, mobility)
- As a senior agent, providing leadership, support, and guidance for new members of the team
Tier II Tech Support Agent
Blackberry/Sykes
Greenwood
08.2010 - 04.2012
- Provided support to IT administrators working with BlackBerry devices specifically in organizations outfitted with a BES (BlackBerry Enterprise Server)
- Severed as back-end support to administrators during set-up and configuration of BES as well as troubleshooting specific issues with synchronization, server installation, and deployment of software, applications, and IT policies
BVOIP Order Manager
AT&T/Sykes
Greenwood
04.2009 - 06.2010
- Provided provisioning support to companies transitioning from standard Telco and T1 lines to a VOIP product for their business
- Helped clients bring their work-sites up to industry requirements in preparation for transition to VOIP
- Assisted with planning, implementation and close-out phases for all projects
- Conducted a technical consultation with the clients, assisted with VOIP provisioning and setup, and resolved complex VOIP network troubles in a timely manner
Customer Account Representative
Comcast
North Charleston
11.2004 - 03.2008
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Routinely answered customer questions regarding merchandise and pricing
Audio Board Technician
ABC News 4 WCIV
Mount Pleasant, South Carolina, United States
08.2000 - 11.2004
- Operated audio board and maintained proper function of all audio equipment (microphones, IFBs, receivers, etc.) during live/taped feeds of morning and weekend news broadcasts
- Assisted with remote location audio for commercial enterprises of the news station
Education
Bachelor of Science - Speech-Language Pathology & Audiology
Longwood University
6.2000
High School Diploma -
Woodbridge Senior High
6.1996
Skills
- Proficiency and personal experience with Apple iOS, familiarity with iPhone and iPad functionality
- Experience working on and troubleshooting BES (Blackberry Enterprise Server)
- Knowledge of standard analog and digital audio mixers and sound boards
- Creative problem solver
- Exceptional communication skills
- MS Windows proficient
- Quick learner
- Basic knowledge and some conversational use of ASL (American Sign Language)
Timeline
Retention Specialist
AT&T/ Sykes
01.2016 - Current
ISM Senior Account Agent
AT&T/Sykes
04.2012 - 12.2015
Tier II Tech Support Agent
Blackberry/Sykes
08.2010 - 04.2012
BVOIP Order Manager
AT&T/Sykes
04.2009 - 06.2010
Customer Account Representative
Comcast
11.2004 - 03.2008
Audio Board Technician
ABC News 4 WCIV
08.2000 - 11.2004
Bachelor of Science - Speech-Language Pathology & Audiology
Longwood University
High School Diploma -
Woodbridge Senior High