Edward Cosper
Indianapolis,IN
Summary
Customer Services Specialist with 10 years of experience supporting customers in servicing roles specializing in transactions for leading Companies. Expertise in delivering White Glove customer service, effective time management, and strategic communication. Proven ability in problem resolution within a remote work environment, ensuring high customer satisfaction and loyalty.
Overview
10
10
years of professional experience
Work History
Customer Success Associate
Freedom Mortgage Corporation
Fishers, Indiana
01.2026 - Current
- Answering inbound and making outbound calls, responding to customer requests within set timeframes, and delivering an exceptional quality of service to every customer.
- Providing information and knowledgeable assistance by pulling up loan information and providing customers with the information they need quickly and accurately.
- Adhering to schedules, multitasking, meeting deadlines, and providing verbal and written responses to customers as required.
Travel Service Case Specialist
RCI Vacation Exchange
Carmel, IN
12.2023 - 11.2025
- Utilized elevated levels of thinking to assess members immediate needs on a supervisor line providing solutions and support for members, non-members, Travel Guides, Cruise vendors, Hotel suppliers and employees overcoming obstacles and offering guidance.
- Utilized elevated levels of thinking to assess members immediate needs on a supervisor line providing solutions and support for members, non-members, Travel Guides, Cruise vendors, Hotel suppliers and employees overcoming obstacles and offering guidance.
- High level decision making skills using empowerment to make decisions on compensation where needed to improve customer relations creating a positive and memorable guest experience.
Timeshare Deposit Concierge
RCI Vacation Exchange
Carmel, Indiana
02.2017 - 12.2023
- Prospered as a Concierge Services associate for targeted members to exchange their timeshare weeks by supplying them with incentives which benefited company with additional inventory otherwise not obtained.
- Functioned in a complementary department to the call center that specialized in knowledge of all travel reservation systems, and established continuous one-on-one relations with individual members.
Sales and Service Representative
RCI Vacation Exchange
Carmel, IN
02.2016 - 02.2017
- Excelled in all aspects of customer/member services while exceeding call center goals in quality and production metrics leading to several awards/acknowledgements for Top Travel Guide.
- Assisted members with complete itinerary planning, including flights, hotels/resorts, and car rentals, creating a “one-stop shop” for all guests that increased member reliability on the company for all travel needs.
Education
GED -
Lawrence Central HS
IndianapolisSkills
- Mortgage servicing
- Customer relationship management
- Complaint resolution
- Complex Problem Solving
- Empathetic Communication
- Decision making
- Client engagement strategies
- Decision-Making Authority
Timeline
Customer Success Associate
Freedom Mortgage Corporation
01.2026 - Current
Travel Service Case Specialist
RCI Vacation Exchange
12.2023 - 11.2025
Timeshare Deposit Concierge
RCI Vacation Exchange
02.2017 - 12.2023
Sales and Service Representative
RCI Vacation Exchange
02.2016 - 02.2017
GED -
Lawrence Central HS