Celese White-Cooper

Work History

Silvercar Inc

08.2017 - Current

Managed billing team operations with successful schedules and assignment delegation
Prepared monthly reports on billing metrics for presentation to senior management
Created departmental procedures and best practices to support billing consistency
Processed customer payments and updated account records
Managed fleet assets by assisting with the sale of assets, scheduling preventive maintenance, and keeping current on state, local, and DMV regulations
Maintained 1000+ rental fleet vehicles by processing and tracking parking/traffic and toll violations
Trained and mentored staff on procedures, compliance requirements, and collections techniques.

Silvercar Inc

02.2016 - 08.2017

Conducted regular team meetings to discuss goals, challenges, and opportunities for growth
Handled escalated customer concerns, following issues through to resolution
Completed a high volume of inbound and outbound calls within deadlines
Followed up on unresolved issues to ensure customer satisfaction
Analyzed call center statistics and generated reports for senior management review on regular basis.
Set and Maintained department KPIs
Collaborated with cross-functional teams to develop solutions for recurring customer complaints.
Evaluated interactions between associates and customers to assess personnel performance.

Allergan

04.2013 - 07.2016

Facilitated schedule management, materials selection, and participant follow-ups as part of a dynamic training program
Coached employees on various topics including conflict resolution and goal setting,
Developed customized training materials including presentations, job aids, and facilitator guides for effective knowledge transfer.
Coordinated and scheduled training classes
Oversaw maintenance of Learning Management System LMS data, ensuring accuracy and accessibility for all users.
Enhanced employee performance by developing and implementing comprehensive training programs.
Evaluated training effectiveness using feedback surveys and assessments, continuously improving as needed.

Allergan

09.2011 - 04.2013

Answered incoming calls, chat messages and email communications to handle product orders and questions from Inside Sales Representatives and medical personnel
Took ownership of customer concerns, following issues through to resolution
Navigated multiple computer applications while conversing with customers
Resolved customer concerns, following internal database prompts and company scripts.
Streamlined support processes for increased efficiency and improved response times.
Implemented feedback loops with clients to continuously improve quality of support services provided.

AT&T

10.2005 - 06.2011

Utilized excellent communication skills in both written and verbal forms to effectively address customer inquiries and concerns.
Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Reduced average call handling time through active listening, empathy, and effective problem-solving skills.
Consistently met or exceeded monthly performance metrics for call quality, adherence to schedule, and efficiency.
Participated in regular team meetings to discuss performance metrics, share insights, and foster a collaborative work environment.
Improved team performance by sharing best practices, tips, and techniques for effectively managing customer interactions.
Recognized as a top performer among peers due to consistently exceeding expectations for call quality and customer satisfaction scores.
Assisted in training new hires on company policies, systems, and call-handling procedures to ensure seamless team integration