Dana Cooley
Laurel,MS
Summary
Developed strong communication and problem-solving abilities in fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
NexRep
12.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Legal Intake Specialist
Law Launch
08.2023 - 08.2024
- Optimized workflow by managing multiple tasks simultaneously while prioritizing urgent matters effectively.
- Provided exceptional customer service while maintaining confidentiality and protecting sensitive client information during intake interviews.
- Assisted in the creation of a comprehensive database for tracking prospective clients and their cases, improving organization within the firm.
- Conducted thorough research to support case development, contributing to successful outcomes for clients.
- Improved client satisfaction by efficiently conducting legal intakes and gathering relevant information for attorneys.
- Demonstrated empathy towards clients in distressing situations while remaining professional throughout all interactions.
Legal Intake Specialist
Telvista
08.2022 - 01.2023
- Demonstrated excellent call quality and call flow in a call center setting by maintaining professionalism in tone, reducing 'dead air space' and achieving post-processing times as low as 5 seconds
- Ensured high customer satisfaction by providing empathy and sympathy, as well as prompt knowledgeable service and taking extra steps to ensure excellent customer experience
- Achieved 100% score in customer satisfaction for assisting 30+ claimants daily with inquiries, maintaining and protecting personal information related to claim
- Garnered high customer satisfaction by providing prompt, knowledgeable service and taking extra steps to ensure excellent customer experience
- Averaged 3+ positive customer feedback ratings highlighting exemplary customer service and timeliness daily
Customer Service Representative
Qualfon
04.2022 - 07.2022
- Delivered efficient customer service in a timely manner by handling incoming service requests within 5 minutes or less
- Listened actively to identify customer needs, research issues, and communicate resolution in nontechnical language
- Averaged 3+ positive customer feedback ratings highlighting exemplary customer service and timeliness daily
- Demonstrated excellent call quality and call flow in a call center setting by maintaining professionalism in tone, reducing 'dead air space' and achieving post-processing times as low as 5 seconds
Direct Care Supervisor
11.2016 - 05.2018
- Demonstrated strong leadership skills in supervising 10 employees in daily operations, facilitating productive weekly staff meetings, ensuring the success of each individual during the training process, and ensuring customer service operations were not disrupted
- Maintained calm demeanor and provided clear directions to patients and visitors often experiencing high stress or crisis
- Trained and supervised team of 5+ employees to ensure quality control, available inventory, and safety and operational standards
Education
High School Diploma -
Heidelberg High
Heidelberg05-2005
Skills
- Technical Support & Troubleshooting
- Ticketing System
- User Training & Support
- Operating Systems Installation
- Software Installation & Configuration
- Customer Service
- Windows
- Linux
- Domain Name System (DNS)
- Networking
- System Administration
- Technical Skills/Team Work
- Certifications/Effective Communication
- Microsoft Office/Leadership
- Call center experience
- Payment processing
- Documentation
- Building rapport
Websites
Education Certificates Certifications
Merit America, 02/01/23, Present, Google IT Support Professional Certificate, 05/01/23, Skill development includes troubleshooting, customer support, networking, operating systems, systems administration, and security - all the fundamentals of IT support that are critical for success in the workplace; comparable to the latest CompTIA A+ certification, Completed hands-on coursework covering Microsoft 365, Windows 10, Spiceworks ticketing system, and fundamental cloud concepts
Certification
- Google IT Support Professional Certificate
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
NexRep
12.2024 - Current
Legal Intake Specialist
Law Launch
08.2023 - 08.2024
Legal Intake Specialist
Telvista
08.2022 - 01.2023
Customer Service Representative
Qualfon
04.2022 - 07.2022
Direct Care Supervisor
11.2016 - 05.2018
- Google IT Support Professional Certificate
High School Diploma -
Heidelberg High
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