Cody Copley
Spokane Valley
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
14
14
years of professional experience
Work History
HR Recruiter
Amazon
Spokane Valley
07.2024 - Current
- Participated in local job fairs and recruitment events for prospective hiring.
- Monitored applicant tracking system actions to support hiring deadlines and streamline candidate experiences.
- Analyzed employment-related data and prepared reports.
- Provided a positive candidate experience throughout the recruitment process.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Maintained candidate pipelines for high-volume roles, ensuring a constant flow of talent.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Maintained updated knowledge through continuing education and advanced training.
- Worked effectively in team environments to make the workplace more productive.
- Searched for qualified job candidates using computer databases, media advertisements or employee referrals.
- Acted as a brand ambassador, promoting the company's values and culture to potential candidates.
- Negotiated salary and benefits packages with candidates.
- Leveraged applicant tracking systems streamline recruitment processes.
Team Lead Enrollment Specialist
SafeLink Wireless
Spokane
10.2023 - 07.2024
- Educating customers on Federal Lifeline and ACP Program
- Enrolling new customers to SafeLink Wireless
- Handling Wireless activations
- Providing coaching to enrollment specialists around main KPIs
- Training all new hires
- Creating training documentation
- Approving timecard and managing attendance and performance
- Awarded highest enrollment average company wide for January 2024 and February by SafeLink Wireless
Operations Supervisor
Qualfon
Coeur D'Alene
03.2012 - 10.2023
- Led team of twenty customer service agents in daily operations, ensuring efficiency and productivity were maintained at optimal levels.
- Developed and executed operational plans for peak seasons, ensuring scalability and adaptability.
- Implemented customer service standards that increased client satisfaction.
- Maintained accurate records of employee attendance and performance reviews.
- Developed and monitored operational budgets, achieving a reduction in unnecessary expenditures.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Identified areas for improvement and implemented new processes to enhance overall company quality and performance.
- Conducted regular meetings with staff members to discuss updates and business objectives.
- Facilitated cross-departmental collaboration to streamline operations and enhance service delivery.
- Completing payroll daily and weekly for team members.
- Holding weekly one on ones with agents to focus on Key Performance Indicators and focus on overall development.
- Creating monthly scorecards for agents.
- Participating in weekly call calibrations to ensure quality assurance standards are being met and monitored.
- Creating games to help boost and keep morale high in the workplace.
- Creating and updating training materials.
- Creating weekly business review material for client.
Customer Service and Telesales Agent
Qualfon
Coeur D'Alene
03.2011 - 03.2012
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered customer inquiries via phone, email, and chat.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Developed strong relationships with customers by providing personalized assistance and support.
- Provided accurate information about products and services to customers.
- Conducted regular follow-up calls with customers after resolving their issues.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Identified potential opportunities to upsell products or services.
- Built and maintained knowledge of evolving product and service offerings to promote additional sales to existing customers.
- Compiled reports on overall customer satisfaction.
- Developed strategies for improving the customer experience.
- Maintained records of customer interactions and transactions.
- Adhered to company policies when dealing with customers.
- Collaborated with other departments to ensure efficient resolution of customer problems.
Education
Six Sigma Green Belt Continuous Improvement -
Kaizen University
01.2014
High School -
Post Falls High School
01.2012
Skills
- Applicant tracking systems
- Staff training
- Performance management
- Operational planning
- Report generation
- Data analysis
- Time management
- Team collaboration
- Problem solving
- Conflict resolution
- Quality assurance
- Employee coaching
- Candidate experience
- Process improvement
Timeline
HR Recruiter
Amazon
07.2024 - Current
Team Lead Enrollment Specialist
SafeLink Wireless
10.2023 - 07.2024
Operations Supervisor
Qualfon
03.2012 - 10.2023
Customer Service and Telesales Agent
Qualfon
03.2011 - 03.2012
Six Sigma Green Belt Continuous Improvement -
Kaizen University
High School -
Post Falls High School