Anjanette Cooper
Elyria,Ohio
Summary
Highly motivated customer service/training professional with extensive experience in various work environments. Thrives in challenging and communicative environments, constantly seeking opportunities for growth. Demonstrates strong problem-solving skills and leadership abilities, resulting in the development of staff and the achievement of planned goals. Known for resourcefulness, creativity, and fostering teamwork through integrity and fairness. A team-oriented professional ready to take on leadership responsibilities, driving results and promoting collaboration. Proven success in managing teams, overseeing project execution, and adapting to dynamic work environments. Recognized for reliability, flexibility, and exceptional organizational skills, ensuring seamless team operations and the successful achievement of goals.
Overview
13
13
years of professional experience
Work History
Team Lead
TTEC
12.2023 - Current
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
Trainer
TTEC
01.2019 - 12.2023
- Facilitated training classes for 30-45 agents on several different projects
- Manage agents timekeeping
- Check trainee’s system access and provide troubleshooting steps
- Assisted training Manager with various Admin tasks
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
Team Lead
TTEC
01.2012 - 01.2019
- Supervised approximately 30 phone representatives and Senior Agent
- Coached, evaluated, developed, and assisted agents regarding customer service skills and project related knowledge
- Held team accountable for meeting all KPIs/metrics using reporting tools, such as Kronos, Empower, and WFO, scheduling team meetings, one on one’s and monitoring calls
Education
Coursework - Allied Health
Lorain County Community College
Elyria, Ohio01.2012
Certified Pharmacy Tech -
California Paramedical and Tech college
01.1990
Skills
- Leadership
- Problem Solving
- Communication
- Team Player
- Flexible
- Attention to detail
- New hire training
- Coaching and mentoring
- Performance monitoring
- Employee evaluation
- Remote learning
- Key performance indicators
Timeline
Team Lead
TTEC
12.2023 - Current
Trainer
TTEC
01.2019 - 12.2023
Team Lead
TTEC
01.2012 - 01.2019
Certified Pharmacy Tech -
California Paramedical and Tech college
Coursework - Allied Health
Lorain County Community College