Ebony Cooks
Birmingham,AL
Summary
An enthusiastic and committed receptionist seeking a position to bring my skills and professionalism and poise to their front line. Proven efficiency in operating a multi-line telephone system, providing clerical support and dealing capably with customers and queries.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Republic Services
Birmingham, AL
03.2022 - 01.2026
- Analyzed customer feedback to identify improvement areas in service processes.
- Implemented strategies that streamlined operations and reduced response times.
- Developed training materials for staff to elevate service standards and efficiency.
- Led initiatives aimed at improving overall customer experience across multiple channels.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Improved resolution time with effective problem-solving for customer complaints.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Managed timely and effective replacement of damaged or missing products.
Customer Service Representative
Progessive Insurance
Birmingham, AL
05.2018 - 11.2022
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Processed policy changes, claims, and billing inquiries with attention to detail.
- Collaborated with team members to enhance service delivery and customer satisfaction.
- Mentored new representatives on best practices in customer service interactions.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- 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.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Participated in training programs to enhance product knowledge and customer service skills.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Billing and payment information
Unit Secretary
UAB Hospital
04.2016 - 05.2018
- Hands-on experience in performing clerical duties such as answering telephones, distributing mail and storing supplies
- Demonstrated expertise in maintaining and updating patient health information in predefined systems and relaying accurate information to patients and medical staff
- Proficient in scheduling tests, treatments and consultations for patients and actively responding to patient call lights and arranging for patient transfers
- Adept at compiling chart packets and routing patient forms and maintaining medical records
- Qualified to handling insurance coding work along with ensuring appropriate dissemination of patient information
- Competent at preparing and compiling records in hospital units and recording information such as physicians’ orders and instructions
- Skilled in establishing patient records by preparing folders and assigning patient numbers and identification information
Shift Manager
Sodexo
11.2014 - 04.2016
- Maintains a clean, organized and stocked environment and when necessary assists in the distribution of product shipments.
- Performs all POS duties, front and back of house functions including opening and closing procedures, coordinating with the Corporate Office as necessary.
- Establishes effective and positive communication amongst all team members.
- Assists store manager in maintaining proper coverage and team member schedules ensuring that the store maintains customer service standards and team members adhere to meal and break policy
- Ensures all cash handling procedures are upheld. Is accountable for store funds while running a shift.
- Assists store manager and assistant manager in planning and executing all sales promotions effectively and efficiently.
- Will provide guidance and actively set an example for team members, ensuring that all Standard Operating Procedures are maintained and followed.
- Follows and directs team members to follow store policies, procedures and adhere to merchandising and cleanliness standards.
- Promotes and practices safe work habits, reporting potential safety hazards, operational inconsistencies and team member incidents to the store manager. Reports/documents team member accidents conducts initial investigation and determinations of root cause in the interest of maintaining a safe work environment.
Produce Manager
Wal-Mart
02.2005 - 11.2014
- Manage department activities related to stocking, pricing and rotation of merchandise.
- Assist in ordering, receiving, display and sale of all products in accordance to company quality and merchandising standards.
- Collaborate with Merchandising Director to develop pricing plan and marketing plan.
- Assist in developing marketing events and other promotional activities to maximize sales and profits.
- Collaborate with Merchandising Director to develop work plan and labor schedule.
- Manage department inventory control to maintain proper stock level so that there is no out of stock and over-stock products.
- Prepare weekly sales reports for the management.
- Ensure all invoices and bills are processed accurately and in a timely fashion.
- Maintain accurate records of sales, purchases, and any transfers daily between departments.
- Ensure that work environment is clean and safe.
- Comply with federal, state and local laws.
- Dispose all outdated and spoiled produce, which is no longer suitable for sale.
- Monitor and control all procurement costs and expenses according to the budget limit.
Education
Bachelor of Science - Business Management, Human Resources
Jefferson State
01.2026
Skills
MANAGEMENT
Creating and keeping deadlines
Delegation
Goal setting and meeting goals
Decision making
Managing appointments
Billing and payments
Team management
Project management
Making schedules
Interviewing and Hiring of New Employees
SALES
Achieving Results
Closing
Cold Calling
Consultations
Contracts
Customer Satisfaction
Customer Service
Delivering Goods
Demonstrating Products
Directing Customers
Displaying Samples
Estimating
Forecasting
Goal Setting
Identifying Target Audience
Inventory
COMMUNICATION
Excellent written and verbal communication skills
Confident, articulate, and professional speaking abilities (and experience)
Empathic listener and persuasive speaker
Writing creative or factual
Speaking in public, to groups, or via electronic media
Excellent presentation and negotiation skills
Timeline
Customer Service Representative
Republic Services
03.2022 - 01.2026
Customer Service Representative
Progessive Insurance
05.2018 - 11.2022
Unit Secretary
UAB Hospital
04.2016 - 05.2018
Shift Manager
Sodexo
11.2014 - 04.2016
Produce Manager
Wal-Mart
02.2005 - 11.2014
Bachelor of Science - Business Management, Human Resources
Jefferson State