Joderick Cooper
Rock Hill,SC
Summary
I am a seasoned remote support professional with over 5 years of experience in customer-facing roles across SaaS, construction, and finance industries. Proven track record of delivering exceptional client support through chat, email, and phone, focusing on clarity, empathy, and resolution efficiency. Adept at managing multiple support tickets, documenting client interactions, and collaborating cross-functionally to improve processes. Highly organized, tech-savvy, and passionate about empowering people. I seek to employ my skills in a chat or email remote support role.
Overview
9
9
years of professional experience
Work History
Client Support Specialist (Remote)
Verra Mobility
06.2024 - Current
- Serve as clients' primary point of contact, providing exceptional support and guidance throughout the toll billing process.
- Collaborating with internal teams to streamline processes and improve efficiency in charge dispute processes.
- Maintain accurate records of all client interactions, transactions, and documentation related to toll refunds, disputes, escalations, and expeditions.
- Organize and manage client files and paperwork under company policies and procedures
Retirement Support Specialist (Remote)
Ascensus
06.2024 - 02.2025
- Responsible for assisting the client services teams through timely communication and follow-up, proactive client outreach, and tracking, reporting, and documentation of various functions within the department.
- Responsible for protecting, securing, and properly handling all confidential data held at Ascensus.
- Applying a quality control/review process to all reports produced before they are delivered to the end user.
- Evaluating data integrity, engaging in written and verbal communication, applying knowledge of information systems and technology, and the ability to create ad hoc reports.
Keyholder
Torrid
05.2024 - 09.2024
- Opening and closing of retail environment includes security checks, counting safe for register, and any deposits from the previous day.
- Counting multiple registers, Documenting count and safe amounts, and deposit amounts before closing.
- Operating multiple timekeeping, retail, communications, and transaction interfaces.
- Sales focused. Educating customers on current sales, deals, and promotions upon entry.
- Greeting and tending to the questions and needs of customers in the retail environment.
- Assisting with styling and clothing recommendations.
- Tidying and cleaning the entire retail environment to ensure a welcoming and safe environment for customers.
- Making creative contributions to visual merchandising plans.
Customer Support Agent (Remote)
Sunbelt Rentals
07.2022 - 02.2024
- Coordinated with cross-functional teams to facilitate swift and efficient customer deployments, ensuring alignment with business objectives.
- Established a reputation as a reliable advisor, cultivating customer relationships and guiding them in the effective utilization of products and services.
- Identified and collaborated on global opportunities, enhancing customer satisfaction and expanding business potential.
- Managed account receivable invoicing and customer account oversight, proactively addressing challenges to optimize the customer experience.
Customer Service Liason (Remote)
Stanley Steemer (Tampa base)
06.2020 - 07.2022
- Served as the primary point of contact for customer inquiries and issues, ensuring prompt and effective communication through phone, email, and chat to address customer needs.
- Coordinated comprehensive scheduling and calendar management across various time zones, streamlining appointment setting, data entry, and order processing tasks.
- Fostered collaborative relationships with internal teams, maintaining consistent communication through chats, emails, and calls to facilitate efficient operations and customer satisfaction.
DoorDash Delivery Driver
DoorDash
03.2020 - 05.2020
- Managed delivery schedules effectively, ensuring timely and accurate deliveries by prioritizing tasks and navigating routes efficiently.
- Fostered positive customer experiences through clear and proactive communication, addressing inquiries and resolving concerns with attentiveness.
- Liaised with company support to troubleshoot technical issues, maintaining service continuity and minimizing disruptions to customer orders.
Customer Service Rep/Credit and Collections
iQor
07.2017 - 08.2019
- Managed and input critical client information into company systems, ensuring efficient data retrieval for leadership decision-making.
- Facilitated timely resolution of account delinquencies by initiating contact with customers to negotiate payment plans and educate on assistance programs.
- Enhanced data integrity by identifying and rectifying discrepancies in customer accounts and coordinating cross-departmental communication for issue resolution.
Sales E-Commerce
TBK Wholesale
12.2016 - 05.2017
- Efficiently managed a multi-faceted role encompassing completing data entry tasks, responding to emails, and conducting product research to support sales objectives.
- Successfully navigated a high-volume call center environment, executing order entries and transaction verifications while utilizing SAP to enhance sales closings.
Unit Identification Technician
Ross (Distribution)
12.2015 - 12.2016
- Accurately processed and entered data for orders, ensuring meticulous attention to detail in the verification of unit information and notation of shipment orders.
- Monitored and tracked shipments, employing basic math skills to maintain the integrity and accuracy of shipping records.
Education
Fashion Merchandising - Fashion Marketing
Southern New Hampshire University
Hooksett, NHHigh school diploma or GED -
Rock Hill High School
Rock Hill, SC06.2013
Skills
- Customer Service
- Sales
- Microsoft Office
- Communication
- Clerical
- Call Center
- Typing 50 WPM
- Excel
- Windows 7 and 10
- Data Entry
- Data Analysis
- Office Experience
- E-Commerce
- Service Now Phone Etiquette
- Account Management
- Technical Support Mentoring
- Logistics
- Negotiation
- Title Processing
- Analysis Skills
- Order Entry
- Microsoft Outlook
- Accounts Receivable
- Upselling
- Live Chat
- Data Collection
- Purchasing
- Financial Services
- Lexis-Nexis
- Pricing
- Sap CRM
- CRM Software
- Documentation Review
- Search Engines
- Google Suite
- Servicenow
- Restaurant Experience
- Budgeting
- Basic Math
- Help Desk
- Recruiting
- Human Resources
Timeline
Client Support Specialist (Remote)
Verra Mobility
06.2024 - Current
Retirement Support Specialist (Remote)
Ascensus
06.2024 - 02.2025
Keyholder
Torrid
05.2024 - 09.2024
Customer Support Agent (Remote)
Sunbelt Rentals
07.2022 - 02.2024
Customer Service Liason (Remote)
Stanley Steemer (Tampa base)
06.2020 - 07.2022
DoorDash Delivery Driver
DoorDash
03.2020 - 05.2020
Customer Service Rep/Credit and Collections
iQor
07.2017 - 08.2019
Sales E-Commerce
TBK Wholesale
12.2016 - 05.2017
Unit Identification Technician
Ross (Distribution)
12.2015 - 12.2016
High school diploma or GED -
Rock Hill High School
Fashion Merchandising - Fashion Marketing
Southern New Hampshire University
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