Christina Cooper
Florissant,MO
Summary
Skilled in both cosmetology and customer service, I excel in building relationships and problem resolution, demonstrated during my tenure at Walgreens. Leveraging active listening and CRM expertise, I significantly enhanced customer satisfaction. My adeptness in database management and empathetic communication underpins my ability to meet diverse client needs effectively.
Overview
15
15
years of professional experience
Work History
Customer Service Agent
Walgreens
St. Louis, Missouri
03.2022 - Current
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Strengthened customer retention by offering discount options.
- Maintained strong call control and quickly worked through scripts to address problems.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Ensured compliance with applicable laws when dealing with customers.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Updated system with order specifics and customer details, preferences, and billing information.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Resolved customer complaints quickly and efficiently.
- Answered inbound calls, chats and emails to facilitate customer service.
- Answered incoming calls promptly and professionally within company standards.
- Provided top quality control and eliminated downtime to maximize revenue.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Helped clients navigate online systems within established frameworks to obtain services.
- Monitored customer satisfaction levels through surveys and feedback forms.
Pandemic EBT Customer Service
ManpowerGroup
St. Louis, Missouri
08.2021 - 02.2022
- Identified potential problems and escalated them as needed to ensure resolution.
- Answered many inbound calls from customers daily.
- Received inbound calls from customers, answered inquiries and provided relevant information.
- Ensured compliance with all applicable laws, regulations, standards and guidelines pertaining to anti-fraud efforts.
- Input information regarding fraud investigations into detailed reports for submission to clients.
- Identified needs of customers promptly and efficiently.
- Performed data entry into the school's computer systems.
- Performed data entry tasks accurately and efficiently.
- Performed data entry to update customer account information.
- Performed data entry tasks related to customer accounts.
Covid Vaccine Scheduler
Centers for Disease Control and Prevention, CDC
St Louis, MO
04.2021 - 08.2021
- Identified consumer needs, clarified information, and researched issues to provide testing and resource information.
- Provided emotional support for individuals struggling emotionally due to the pandemic.
- Assessed caller needs by listening carefully and responding appropriately.
- Educated callers on preventative measures such as social distancing, handwashing, and wearing masks.
- Maintained accurate records of all calls received and handled in accordance with HIPAA guidelines.
- Assisted in the scheduling of COVID-19 testing appointments for callers.
- Managed high volumes of inbound calls to cultivate and discuss COVID-19 risks with community.
Hairstylist
Breeze Blow Dry Bar
St Louis, MO
05.2017 - 12.2020
- Demonstrated knowledge of health and safety regulations in the workplace.
- Used curlers, rollers and curling irons to press and curl hair.
- Provided consultations to clients about their desired hairstyle and hair care needs.
- Responded to customer inquiries by phone, email, and in person.
- Participated in team discussions regarding marketing strategies for the salon.
- Cultivated strong value-added relationships with customers by delivering accurate service and product knowledge to drive earnings.
- Bleached, dyed or tinted hair using applicator or brush.
- Shampooed, conditioned and dried hair and scalp or hairpieces.
- Offered clients catalog showcasing hairstyle, cut and color options to meet individual preferences.
- Maintained cleanliness of work station by sanitizing tools and equipment between uses.
- Kept work stations clean and sanitized scissors, combs and other styling tools.
- Developed relationships with new clients through referrals from existing customers.
- Followed trends in hairstyling techniques to increase customer satisfaction and attract new demographics.
- Worked collaboratively with colleagues to achieve common goals.
- Selected hair colors, products, and services based on customer preference and individually designed hair care plan.
- Educated clients on proper home hair care maintenance techniques.
- Attended trade shows and educational seminars to stay up-to-date on current trends in hairstyling.
- Applied highlights, lowlights or other coloring techniques.
- Analyzed patrons' hair and other physical features to determine and recommend beauty treatment or suggest hair styles.
- Created updos for special occasions like weddings or proms.
- Cut, trimmed and shaped hair or hairpieces using clippers and scissors.
Assistant Hairstylist
Govero Salons
St Louis, MO
02.2017 - 07.2017
- Sanitized tools, followed safety standards and kept salon clean and safe.
- Scheduled appointments for customers using internal software system.
- Greeted all customers upon arrival and provided excellent customer service.
- Attended workshops and seminars related to hairstyling techniques.
- Swept floors and cleaned stations between appointments.
- Assisted hairstylists in shampooing, conditioning and styling clients' hair.
- Shampooed customers before haircuts and answered basic questions about services and products to promote customer loyalty.
- Conducted basic hair treatments, including deep conditioning and scalp massages.
- Analyzed clients' hair condition and type.
- Stocked shelves with new products when needed.
Hair Salon Receptionist/Stylist
Ulta Beauty Inc.
St Louis, MO
08.2016 - 01.2017
- Answered store and merchandise questions and led customers to wanted items.
- Cross-sold products and services to increase average transaction value.
- Provided makeup lessons to clients seeking to improve their personal makeup skills.
- Applied makeup for weddings, photo shoots, and other special occasions.
- Demonstrated makeup application techniques to clients based on individual features and preferences.
- Organized inventory of cosmetics and supplies according to expiration dates.
- Inspected makeup brushes and other tools before use to ensure proper hygiene standards were met.
- Cut, trimmed and shaped hair or hairpieces using clippers and scissors.
- Styled and designed traditional and contemporary hairstyles for men and women daily.
- Greeted customers, answered phones and booked appointments.
- Colored, cut and installed extensions according to style photos and client specifications.
Collections Agent
US Bank National Association
St Louis, MO
04.2010 - 12.2014
- Performed administrative functions for assigned accounts, recorded address changes and purged records.
- Notified credit departments and turned over records to attorneys when customers failed to respond to collection attempts.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Prepared reports summarizing collection activity for management review.
- Monitored overdue accounts using automated information systems.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Maintained accurate records and reported on collection activity and accounts receivable status.
- Monitored accounts to identify overdue payments and pursue timely remedies.
- Upheld privacy and security requirements for customer information.
- Coordinated with legal department on litigation processes for non-responsive debtors.
- Encouraged customers to pay due amounts on credit accounts, claims or overdrawn checks.
- Ensured compliance with federal and state collections laws and regulations.
Education
Cosmetology License - Beauty
Paul Mitchell The School
St Louis, MO05-2017
High School Diploma -
Hazelwood West High School
St Louis, MO06-2007
Some College (No Degree) - Nursing
Forest Park Community College
St Louis, MOSkills
- Relationship building
- Team collaboration
- Service-oriented self-starter
- Documentation and reporting
- Issue escalation
- Cultural awareness
- Verbal and written communication
- Conflict resolution
- Problem resolution
- Inbound customer service
- Reliability and punctuality
- Empathetic and genuine
- Active listening
- Typing speed
- Call control
- Customer relationship management (CRM)
- Customer focus
- Database research
- Call center experience
- Computer proficiency and Microsoft office
- Cosmetology
- Database management
Timeline
Customer Service Agent
Walgreens
03.2022 - Current
Pandemic EBT Customer Service
ManpowerGroup
08.2021 - 02.2022
Covid Vaccine Scheduler
Centers for Disease Control and Prevention, CDC
04.2021 - 08.2021
Hairstylist
Breeze Blow Dry Bar
05.2017 - 12.2020
Assistant Hairstylist
Govero Salons
02.2017 - 07.2017
Hair Salon Receptionist/Stylist
Ulta Beauty Inc.
08.2016 - 01.2017
Collections Agent
US Bank National Association
04.2010 - 12.2014
Cosmetology License - Beauty
Paul Mitchell The School
High School Diploma -
Hazelwood West High School
Some College (No Degree) - Nursing
Forest Park Community College