Cedella Cooper
Maragte
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Case Manager (Internship)
Lutheran Services Florida
08.2022 - 05.2023
- Provided support to social service clients in navigating available resources
- Assisted in conducting needs assessments to identify key areas of service needs
- Maintain accurate records in electronic case files and required databases and consistently ensure the confidentiality of information relevant to cases
- Provide on-the-ground/ virtual Case management to clients in partnership with local site
- Prepared and led support groups for patients
- Developed and maintained relationships with community organizations and agencies
- Monitored progress toward service plan goals
Patient Access Front Desk Associate
Baptist Medical Center South
03.2020 - 12.2022
- Organized front desk area to maintain a professional and welcoming appearance for guests.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Resolved guest issues effectively, ensuring a positive customer experience.
- Enhanced guest satisfaction by promptly addressing inquiries and providing accurate information.
- Collected room deposits, fees, and payments.
- Managed multiple phone lines, proficiently handling reservations, cancellations, and modifications.
Customer Service Representative/Call Center
Sitel Group
06.2018 - 12.2019
- Handled customer inquiries, answered questions, and resolved problems in a timely manner
- Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales
- Created a team culture of exceeding customer expectations, exceeding all company performance goals and standards
- Protected company brand and improved customer satisfaction by finding creative solutions to problems arising from deliverables
- Responded to a large number of calls related to insurance, processing claims and Utilized customer service software to manage interactions and track customer satisfaction
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Education
Social Work -
Florida International University
Miami, FL05.2023
Skills
- Computer proficiency
- Scheduling appointments
- Active listening
- Credit card handling
- Microsoft Excel
- Documentation and reporting
- Office administration
- Complaint resolution
- Conflict management
Certification
BLS Certification
Timeline
Case Manager (Internship)
Lutheran Services Florida
08.2022 - 05.2023
Patient Access Front Desk Associate
Baptist Medical Center South
03.2020 - 12.2022
Customer Service Representative/Call Center
Sitel Group
06.2018 - 12.2019
Social Work -
Florida International University