Summary
Overview
Work History
Education
Skills
Timeline
Connie Cooks

Connie Cooks

Greenville,MS

Summary

Accomplished Senior CSR at Careington with a proven track record in enhancing customer satisfaction and retention through expert escalation handling and active listening. Leveraged call center experience and Microsoft Excel proficiency to drive data-driven improvements, achieving significant performance metrics. Excelled in training and mentoring, fostering a culture of continuous learning and excellence among team members.

Overview

13
13
years of professional experience

Work History

Senior CSR

Careington
11.2017 - 05.2024
  • Implemented feedback surveys to gauge customer satisfaction levels, using data to drive continuous improvement initiatives.
  • Consistently met or exceeded monthly performance metrics, including call quality scores and average handle times.
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
  • Conducted regular performance evaluations for CSR team members, identifying areas of improvement and recommending targeted coaching plans.
  • Achieved higher customer retention rates with personalized service and follow-up interactions.
  • Mentored junior CSRs, sharing knowledge of best practices and techniques for driving positive customer outcomes.
  • Collaborated with cross-functional teams to ensure seamless resolution of customer issues, resulting in better overall service experience.
  • Reduced response times, effectively managing high call volumes during peak hours.
  • Facilitated sales growth by upselling products and services based on customers'' needs and preferences.
  • Responded to customer requests for products, services, and company information.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Cross-trained and provided backup support for organizational leadership.

Commercial CSR

Clover Technologies
08.2017 - 11.2017
  • Consistently exceeded performance targets by effectively cross-selling products and services tailored to individual client needs.
  • Collaborated with team members to achieve department goals and provide comprehensive support for clients.
  • Coordinated logistics for product shipments, ensuring timely delivery and minimizing disruptions in the supply chain.
  • Enhanced customer satisfaction by efficiently addressing and resolving concerns in a timely manner.
  • Streamlined daily operations by implementing efficient processes and procedures for handling client inquiries and requests.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Managed timely and effective replacement of damaged or missing products.
  • Created and maintained detailed database to develop promotional sales.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

CSR, Sales

A&A Home Health Equipment
11.2011 - 07.2017
  • Built strong relationships with clients, leading to repeat business and referrals.
  • Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
  • Educated customers on product features, benefits, pricing options, warranties, promotions, financing structures available during purchase decision-making process.
  • Developed an in-depth understanding of product offerings to better assist customers with their purchasing decisions.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Provided personalized product recommendations based on customers'' needs and preferences.
  • Collaborated with team members to exceed sales targets and achieve company goals.
  • Responded to customer requests for products, services, and company information.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Recorded accurate and efficient records in customer database.
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
  • Maintained current knowledge of evolving changes in marketplace.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Selected correct products based on customer needs, product specifications and applicable regulations.
  • Built relationships with customers and community to promote long term business growth.
  • Kept detailed records of daily activities through online customer database.
  • Informed customers of promotions to increase sales productivity and volume.
  • Consulted with businesses to supply accurate product and service information.

Education

Certificate - Medical Office Management

Concord Career College , Memphis, TN
05.2004

Diploma - General Classes

Greenville High School, Greenville, MS
05.1994

Skills

  • Training and mentoring
  • Call center experience
  • Reporting and analysis
  • Escalation Handling
  • Customer Retention Strategies
  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Customer Relations
  • Microsoft Excel
  • Computer Proficiency
  • Data Entry
  • Appointment Scheduling
  • Documentation
  • Money handling abilities
  • Microsoft Outlook
  • Scheduling
  • Data Collection
  • Quality Control
  • Payment Processing
  • Paperwork Processing
  • Professional telephone demeanor
  • Order Fulfillment
  • Filing
  • Prioritization
  • Call Management
  • Order Processing
  • Call Center Operations
  • Live chat support

Timeline

Senior CSR - Careington
11.2017 - 05.2024
Commercial CSR - Clover Technologies
08.2017 - 11.2017
CSR, Sales - A&A Home Health Equipment
11.2011 - 07.2017
Concord Career College - Certificate , Medical Office Management
Greenville High School - Diploma , General Classes

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Connie Cooks