Dazanae Cooper
Atlanta,GA
Summary
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
9
9
years of professional experience
Work History
Emplolyee Care Coordinator
ADP
01.2024 - 09.2024
- Used company software and databases to maintain records of services performed and patient conditions.
- Maintained accurate and up-to-date documentation of patient records in accordance with HIPAA regulations.
- Improved client satisfaction by providing tailored ADP solutions to meet their unique business needs.
- Managed multiple projects concurrently, maintaining timely delivery of ADP solutions while exceeding client expectations.
- Enhanced client retention by consistently delivering exceptional customer service and support.
- Delivered informative presentations at industry conferences, promoting the value of ADP solutions within the marketplace.
- Assisted in the development of marketing materials to showcase the benefits of ADP products and services to potential clients.
- Worked closely with clients post-implementation to ensure ongoing satisfaction and identify potential upselling opportunities for expanded ADP services.
- Troubleshot complex issues, implementing effective resolutions that minimized downtime for clients'' HR operations.
- Supported internal teams by providing expert guidance on ADP product capabilities and best practices implementation strategies.
- Maintained up-to-date knowledge of industry trends, sharing insights with team members to improve overall service offerings.
- Streamlined payroll processes for clients through efficient implementation of ADP services.
Senior Assistant Manager
AXA Assistance USA
01.2023 - 01.2024
- Led a team of junior assistants, ensuring efficient task completion and professional development.
- Oversaw daily operations, ensuring compliance with company policies and industry regulations while optimizing resources for maximum output.
- Mentored junior staff members to enhance their skills, promoting growth within the company.
- Cultivated a positive work environment by fostering teamwork, encouraging open communication, and celebrating individual achievements.
- Facilitated seamless employee training programs that resulted in higher retention rates and increased job satisfaction among new hires.
- Collaborated with cross-functional teams to drive business objectives and ensure project success.
- Managed multiple projects concurrently, ensuring on-time and on-budget delivery.
Call Center Representative (remote)
PURE TALK
09.2021 - 01.2023
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication 'scripts' when handling different topics
- Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
- Seize opportunities to upsell products when they arise
- Build sustainable relationships and engage customers by taking the extra mile
- Keep records of all conversations in our call center database in a comprehensible way
- Frequently attend educational seminars to improve knowledge and performance level
- Meet personal/team qualitative and quantitative targets
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
Customer Service Representative (Remote)
Carter Water
05.2020 - 09.2021
- Receive and process chats, calls and/or emails to answer customer questions, address their concerns and help them with a particular product or service
- Communicate clearly and effectively to resolve customer issue quickly and ensure satisfaction
- Handle between 20-25 contacts per day
- Document and maintain records of customer interactions
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Manager
Steak N Shake
06.2019 - 04.2020
- Take food and drink orders from customers accurately and with a positive attitude
- Write patrons' food orders on order slips, memorize orders, or enter orders into computers for transmittal to kitchen staff
- Engage with customers in a friendly manner
- Knowledge of the menu, with the ability to make suggestions
- Ensure tables are enjoying their meals and take action to correct any problems
- Collect payments from tables
- Prepare checks that itemize and total meal costs and sales taxes
- Help food preparation staff when necessary
- Developed and implemented strategies to increase sales and profitability.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
Manager
Walgreens
08.2016 - 06.2017
- Test products and shares customer care best practices by offering assistance, asking questions to determine customers’ needs, and informing customers of options
- Processed payments, entering sales in register for prompt customer service.
- Increased sales revenue by effectively upselling and cross-selling beauty items based on client needs.
- Assisted clients in selecting appropriate skincare routines, resulting in improved skin health and overall satisfaction.
- Collaborated with team members to achieve monthly sales targets and ensure smooth store operations.
- Kept up-to-date with industry trends, allowing for knowledgeable recommendations of current best-sellers and emerging products.
- Participated in ongoing training sessions to continuously improve skills and stay informed about the latest innovations in the beauty industry.
- Developed in-depth product knowledge and kept up to date with latest trends in beauty to avail of resources and apply best practices.
- Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
- Maintained counter and display areas for cleanliness and organization.
Customer Service Representative
Walmart
08.2015 - 09.2016
- Increased customer satisfaction by providing efficient and friendly service while handling transactions.
- Worked closely with fellow associates to create a positive work environment, fostering teamwork and mutual support.
- Resolved customer inquiries and issues promptly, demonstrating excellent communication skills.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Answered questions about store policies and addressed customer concerns.
- Provided exceptional customer service by actively engaging with shoppers and offering assistance as needed.
- Handled cash register operations accurately, balancing drawers at the end of each shift.
- Maintained tidy and organized store to comply with cleanliness standards.
- Utilized strong multitasking abilities to manage multiple responsibilities simultaneously during busy periods.
Education
Bachelor's - Criminal Justice
Southern Illinois University-Carbondale
Carbondale, IL05.2019
High School Diploma -
Bloom High School
Chicago Heights, IL05.2015
Skills
- Communication
- Time management
- Self-Management
- Determination
- Responsible
- Team player
- Goal orientation
- Open to constructive feedback
- Writing Skills
- Human Resources
- Interviewing
- Administrative Experience
- Quality Assurance
- Data Analysis
- Event Planning
- Payroll
- Presentation Skills
- Office Management
- Recruiting
- Microsoft Outlook
- Accounts Receivable
- Logistics
- Microsoft Office
- Upselling
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
Assessments
- Customer service, Expert, 12/01/20, Identifying and resolving common customer issues
- Customer focus & orientation, Highly Proficient, 12/01/20, Responding to customer situations with sensitivity
- Project timeline management, Proficient, 12/01/20, Prioritizing and allocating time to effectively achieve project deliverables
- Food service: Customer situations, Familiar, 03/01/20, Ensuring customer satisfaction, prioritizing tasks, and suggesting products in a food service setting.
- Receptionist, Highly Proficient, 04/01/20, Using basic scheduling, attention to detail, and organizational skills in an office setting.
- Analyzing data, Proficient, 12/01/20, Interpreting and producing graphs, identifying trends, and drawing justifiable conclusions from data
- Work style: Reliability, Expert, 09/01/20, Tendency to be dependable and come to work
- Work motivation, Expert, 09/01/20, Level of motivation and discipline applied toward work
- Food service fit: Crew member, Highly Proficient, 05/01/20, Measures the traits that are important for successful food service crew members
Timeline
Emplolyee Care Coordinator
ADP
01.2024 - 09.2024
Senior Assistant Manager
AXA Assistance USA
01.2023 - 01.2024
Call Center Representative (remote)
PURE TALK
09.2021 - 01.2023
Customer Service Representative (Remote)
Carter Water
05.2020 - 09.2021
Manager
Steak N Shake
06.2019 - 04.2020
Manager
Walgreens
08.2016 - 06.2017
Customer Service Representative
Walmart
08.2015 - 09.2016
Bachelor's - Criminal Justice
Southern Illinois University-Carbondale
High School Diploma -
Bloom High School
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