Christina Cooper
Henderson,TN
Summary
Qualified Customer Service Representative with over 13 years in a fast-paced customer service and call center environment. Personal and professional under pressure.
Overview
17
17
years of professional experience
Work History
Customer Service Agent II
Sutter Health
09.2022 - 11.2024
- Answered incoming patient calls.
- Scheduled patient appointments.
- Obtained patient address, contact details, insurance information.
- Verified patient’s insurance coverage and active status.
- Demonstrated empathy in handling difficult situations and fostering trust among patients.
- Relayed patient messages to the doctor's care team.
- Put in medication renewal requests.
Customer Service Representative
Stanley Black & Decker
11.2011 - 02.2022
- Effectively handle all call, email, web and faxed transactions to ensure customer/consumer satisfaction by supporting Stanley Black and Decker's Key Performance Indicator's (KPI's)
- KPIs measured will include abandonment rate and answer time
- Act as a liaison with sales personnel, distributors, and service personnel to meet and exceed customer expectations
- Consistently improve and manage customer communication flow on promotions and product information
- Update, maintain, and analyze customer account profiles
- Maintain working knowledge of all company products, services, and promotions
- Handle all company administrative, defective and carrier returns
Product Service Representative
Personnel Placements (Stanley Black & Decker)
06.2011 - 11.2011
- Answered end user phone calls about parts for Dewalt, Black and Decker, Porter Cable and Bostitch finished goods products
- Located parts in service net for end users and gave them the MSRP cost and availability
- Processed credit card payments for parts orders on the phone for end user customers
Customer Service EQ
Apria Healthcare
02.2010 - 09.2010
- Verified the correct C-pap supplies needed for the customer
- Contacted insurers/payers to verify insurance coverage and eligibility requirements of patients
- Obtained verbal/written authorization for medical treatment from appropriate sources
- Verified insurance information for accuracy and completeness and resolved discrepancies as needed
- Entered information into the computer system in an accurate and efficient manner to facilitate the insurance verification and authorization process
- Complied with and adhered to all regulatory compliance areas, policies and procedures and 'best practices'
Coffee Host/Cashier
Pilot Travel Center
04.2008 - 04.2010
- Provided customers with fast and friendly service at the sales counter
- Operated the cash registers and ran accurate gas and diesel transactions
- Did Western Union transactions
Education
Associate of Science - Computerized Accounting
Phillips Jr College
Campbell02-1994
Skills
- Interpersonal skills
- Passion for excellence
- Honesty
- Fairness
- Trustworthiness
Timeline
Customer Service Agent II
Sutter Health
09.2022 - 11.2024
Customer Service Representative
Stanley Black & Decker
11.2011 - 02.2022
Product Service Representative
Personnel Placements (Stanley Black & Decker)
06.2011 - 11.2011
Customer Service EQ
Apria Healthcare
02.2010 - 09.2010
Coffee Host/Cashier
Pilot Travel Center
04.2008 - 04.2010
Associate of Science - Computerized Accounting
Phillips Jr College
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