Deborah Cope
Overland
Summary
Dynamic Customer Service Representative with a proven track record at United Healthcare Group, excelling in problem resolution and relationship building. Recognized for enhancing patient satisfaction through effective communication and critical thinking. Proficient in data entry and complaint handling, consistently delivering exceptional service and fostering loyalty among clients.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Green Turf Irrigation
05.2025 - 10.2025
- Assisted customers with inquiries, providing accurate information and solutions.
- Managed customer accounts, ensuring data accuracy and timely updates.
- Collaborated with team members to resolve issues efficiently and enhance service quality.
- Utilized customer service software to track interactions and maintain records.
- Developed a thorough understanding of products to better assist customers.
- Responded to customer feedback, contributing to improved service protocols.
- Adapted quickly to new systems and processes, maintaining high levels of service delivery.
- 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.
Customer Service Representative
Classic Aire Care
03.2025 - 05.2025
- Participated in training sessions to enhance product knowledge and service techniques.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Customer Service Representative
Hoffmann Brothers
05.2023 - 02.2025
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Property Management Assistant
Prism Realty Group
11.2022 - 03.2023
- Coordinated tenant communications to ensure timely resolution of inquiries and concerns.
- Assisted in property inspections, identifying maintenance needs and ensuring compliance with safety standards.
- Managed lease agreements, including renewals and terminations, while maintaining accurate records.
- Developed and implemented efficient filing systems for tenant documentation and property management files.
- Supported rent collection processes by tracking payments and addressing discrepancies promptly.
- Organized property marketing efforts, enhancing visibility through online listings and social media channels.
- Collaborated with maintenance teams to schedule repairs, improving response times for tenant requests.
- Assisted property manager in conducting regular inspections to maintain property standards and address any issues proactively.
Office Administrator
Watson Label Products
08.2021 - 11.2022
- Coordinated office operations, ensuring efficient workflow and communication among teams.
- Managed inventory and supply chain logistics, optimizing resource allocation for departmental needs.
- Developed and maintained filing systems, enhancing document retrieval efficiency and organization.
- Implemented process improvements that streamlined administrative tasks, reducing turnaround times significantly.
- Facilitated vendor relationships, negotiating contracts to enhance service delivery and cost-effectiveness.
- Drafted internal communications and reports, supporting management in strategic decision-making processes.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Customer Service Representative
United Healthcare Group
04.2020 - 07.2021
- Led resolution of complex customer inquiries, enhancing patient satisfaction and loyalty.
- Streamlined communication processes between departments, increasing response times and operational effectiveness.
- Analyzed customer service metrics to identify trends, informing strategic decision-making for improved outcomes.
- Coordinated care transitions with healthcare teams, ensuring seamless patient experiences and continuity of care.
- Maintained compliance with healthcare regulations in all interactions, safeguarding patient information and trust.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
Property Management Assistant
Partnership Property Management
05.2019 - 04.2020
- Maintained positive relationships with tenants through clear communication and prompt responses to inquiries or concerns.
- Supported smooth tenant move-ins and move-outs by scheduling inspections, managing paperwork, and facilitating key exchanges.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Enhanced tenant satisfaction by promptly addressing maintenance requests and ensuring timely resolution.
Property Management Assistant
DCM Group
05.2019 - 04.2020
- Prepared and maintained accurate records of tenant communication, lease agreements, and payment history for streamlined operations.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Improved property curb appeal with diligent attention to landscaping and exterior maintenance tasks.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Coordinated with vendors for cost-effective maintenance services, contributing to budget control.
- Maintained compliance with local regulations through thorough knowledge of housing codes and regular inspections of premises.
- Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes.
Office Manager
J.Price Insurance Agency
04.2010 - 05.2019
- Streamlined office operations, enhancing workflow efficiency and reducing administrative bottlenecks.
- Managed scheduling for executive leadership, ensuring optimal use of time and resources.
- Developed and implemented office policies, fostering a productive work environment.
- Supervised support staff, providing guidance and mentoring to improve team performance.
- Led onboarding processes for new employees, facilitating smooth integration into company culture.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
Education
High School Diploma -
Excelsior Springs Technical High School
Excelsior Springs, MO11-2006
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Conflict resolution
- Microsoft Excel
- Complaint resolution
- Computer proficiency
- Complaint handling
- Payment processing
- Client relations
- Professional telephone demeanor
- Call center operations
- Scheduling
- Follow-up skills
- Call management
- Administrative support
Timeline
Customer Service Representative
Green Turf Irrigation
05.2025 - 10.2025
Customer Service Representative
Classic Aire Care
03.2025 - 05.2025
Customer Service Representative
Hoffmann Brothers
05.2023 - 02.2025
Property Management Assistant
Prism Realty Group
11.2022 - 03.2023
Office Administrator
Watson Label Products
08.2021 - 11.2022
Customer Service Representative
United Healthcare Group
04.2020 - 07.2021
Property Management Assistant
Partnership Property Management
05.2019 - 04.2020
Property Management Assistant
DCM Group
05.2019 - 04.2020
Office Manager
J.Price Insurance Agency
04.2010 - 05.2019
High School Diploma -
Excelsior Springs Technical High School