Bonnie Cook
Spokane,WA
Summary
Results-driven Customer Experience Innovator with extensive experience in customer service, transaction processing, and technical support. Highly skilled in ensuring accuracy and completeness in processing and endorsing accounts, managing data entry, and resolving billing issues. Proven track record in handling escalations with empathy and delivering strategic solutions. Leveraging interpersonal intelligence to enhance customer satisfaction and foster long-term relationships.
Overview
1
1
Certification
Work History
Call Center Customer Service/Technical Support Representative
BECU
- Processed customer transactions and provided technical support for complex banking issues, ensuring first call resolution and high customer satisfaction
- Recognized as Member Hero for 2022 for outstanding customer relations and problem-solving
- Managed account adjustments, investigated discrepancies, and conducted fraud prevention, maintaining transparency and trust with members
- Collaborated with district offices to resolve receipt-cash discrepancies and improve workflow efficiency.
Insurance Support Representative
Faneuil
- Processed over 1,000 Washington State insurance applications with a 98% compliance rate, ensuring accuracy and completeness
- Investigated and resolved complex billing and processing problems, contributing to a 10% reduction in escalations
- Entered and audited transaction data, balanced cash entries, and corrected account balances as needed.
Retention Specialist
Alliance Data
- Managed and nurtured relationships with 150 Fortune 500 clients, driving a 20% increase in recurring business
- Conducted data analysis and market trend evaluations to identify and capitalize on growth opportunities, boosting revenue by 15%
- Spearheaded conflict resolution initiatives, improving team performance by 25% through effective communication and problem-solving.
Customer Service/Technical Support Representative
Center Partners
- Delivered frontline technical support with a 98% customer satisfaction rate by utilizing clear communication and efficient problem-solving strategies
- Mentored new team members, fostering a collaborative environment and reducing average call time by 15%.
Education
Associate of Arts in Digital Media -
Spokane Falls Community College
08.2025
Associate of Arts in Psychology -
Spokane Falls Community College
08.2025
Skills
- Accurate Data Entry & Transaction Processing
- Billing Issue Resolution & Account Reconciliation
- Regulatory Compliance & Audit Procedures
- Process Improvement & Workflow Optimization
- Advanced Interpersonal Communication & Conflict Resolution
- Remote Team Collaboration & Mentoring
- Technical Support
- Remote Support
- Technical Troubleshooting
- Product Troubleshooting
Accomplishments
BECU Member Hero 2022
Certification
- People School Program by Vanessa Van Edwards (Science of People) - Completed
- Decode Program by Vanessa Van Edwards (Science of People) - Completed
Additional Information
Certifications and Professional Development
People School Program by Vanessa Van Edwards (Science of People) - Completed
Advanced training in interpersonal skills, focusing on enhancing communication, empathy, and trust-building. The program translates the science of social and biochemical interactions into practical real-world applications.
Decode Program by Vanessa Van Edwards (Science of People) - Completed
Advanced training in decoding non-verbal communication, including body language, facial expressions, and emotional intelligence, to improve social interactions and build trust in professional settings.
Work Preference
Work Type
Full TimePart TimeContract WorkGig WorkLocation Preference
RemoteHybridImportant To Me
Team Building / Company RetreatsCareer advancementWork from home optionHealthcare benefitsCompany CultureTimeline
Call Center Customer Service/Technical Support Representative
BECU
Insurance Support Representative
Faneuil
Retention Specialist
Alliance Data
Customer Service/Technical Support Representative
Center Partners
Associate of Arts in Digital Media -
Spokane Falls Community College
Associate of Arts in Psychology -
Spokane Falls Community College
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