Hi, I’m
Connie Cooks
Greenville,MS
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
13
years of professional experience
Work History
Careington Health Care Discount PlansFrisco, Texas
CSR, Sales
11.2017 - 05.2024
Job overview
- Responded promptly to all incoming sales inquiries from potential customers.
- Maintained records of customer interactions, transactions, comments and complaints.
- Educated customers on product features and benefits so that they can make informed decisions when purchasing a product or service.
- Conducted price negotiations with customers while staying within company guidelines.
- Provided customer service and technical support to customers via phone, email, live chat, and social media.
- Generated sales leads through cold calling and outbound calls in order to increase revenue growth.
- Processed orders accurately and efficiently according to established procedures and timelines.
- Maintained up-to-date knowledge of company products and services in order to provide accurate information to customers.
- Performed account maintenance duties such as updating customer information in CRM system.
- Created detailed reports regarding sales performance metrics such as daily call volumes and average handle time.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Answered inbound calls, chats and emails to facilitate customer service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Identified customer needs by asking questions and advising on best solutions.
Clover TechnologiesPlano, Texas
CSR
08.2017 - 11.2017
Job overview
- Assisted customers with product selection based on their needs and preferences.
- Managed multiple tasks simultaneously while providing excellent customer service experience.
- Processed orders, forms, applications, and requests.
- Identified customer needs and provided appropriate solutions.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Took special orders in person and over telephone, generating additional revenue every month.
A&A Home Health Equipment Greenville , Ms
CSR
11.2011 - 07.2017
Job overview
- Adhered to company's established protocols for handling confidential data.
- Followed up with customers to ensure their satisfaction.
- Analyzed customer feedback data to identify areas of improvement.
- Assisted customers with product selection based on their needs and preferences.
- Managed multiple tasks simultaneously while providing excellent customer service experience.
- Processed orders, forms, applications, and requests.
- Provided customer service support to customers over the phone and by email.
- Demonstrated excellent verbal communication skills when interacting with customers.
- Maintained records of customer interactions, transactions, comments and complaints.
- Collaborated with other teams within the organization to resolve complex issues related to customers' accounts.
- Developed strong relationships with customers to ensure satisfaction and loyalty.
- Performed account maintenance activities such as updating client information in databases.
- Identified customer needs and provided appropriate solutions.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Processed customer account changes with proprietary software.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Surpassed sales goals through implementation of successful marketing strategies.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Contacted customers about potential service upgrades, new services and account changes.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collected deposits or payments and arranged for billing.
- Took special orders in person and over telephone, generating additional revenue every month.
Education
Ogle School Hair Skin NailsDallas
Operator/Cosmetology from Hair,Skin & Nails
12-2019
Concord Career College Memphis, TN
Medical Office Professional from Medical Billing &Coding
09-2003
Greenville High SchoolGreenville, MS
High School Diploma
05-1994
Mississippi Valley State UniversityItta Bena, MS
Some College (No Degree) from Biological And Physical Sciences
Skills
- Cross-Selling and Upselling
- Scheduling
- Appointment Scheduling
- Data Collection
- Account updating
- Data Entry
- Inbound and Outbound Calling
- Paperwork Processing
- Staff Training
- Microsoft Excel
- Call Center Operations
- Medical terminology knowledge
- Quality Assurance Controls
- Documentation
- Quality Control
- Filing
- Order Processing
- Multi-Task Management
- Prioritization
- 10-Key
- Customer Service
- Active Listening
Timeline
CSR, Sales
Careington Health Care Discount Plans
11.2017 - 05.2024
CSR
Clover Technologies
08.2017 - 11.2017
CSR
A&A Home Health Equipment
11.2011 - 07.2017
Ogle School Hair Skin Nails
Operator/Cosmetology from Hair,Skin & Nails
Concord Career College
Medical Office Professional from Medical Billing &Coding
Greenville High School
High School Diploma
Mississippi Valley State University
Some College (No Degree) from Biological And Physical Sciences
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