Erika Cooper
Columbus,OH
Summary
Dynamic customer service representative with over five years of experience in conflict resolution and customer satisfaction. Skilled in training new staff and resolving complex issues, contributing to improved service delivery and customer loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Gap Inc Direct
Columbus
10.2011 - 01.2016
- Guided customers in product selection, ordering, billing, returns, exchanges, and technical support to enhance their experience.
- Assisted customers with product inquiries and order issues.
- Facilitated returns and exchanges to ensure customer satisfaction and resolve issues promptly.
- Adjusted prices to maintain competitive pricing and enhance customer satisfaction. for customer orders to ensure accuracy for online orders
- Coached new staff on customer service protocols and system usage to improve service quality.
Customer Service Representative
Teleperformance USA
Columbus, OH
02.2010 - 02.2011
- Delivered exceptional customer service, enhancing customer satisfaction and loyalty.
- Engaged customers in conversation to identify needs, resolve issues, and clarify product inquiries.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Handled incoming customer calls, troubleshooting Verizon Fios service issues to restore functionality.
Crew Member/Night Shift Manager
Mcdonalds
Columbus
06.2005 - 02.2010
- Trained new crew members on operational procedures and best practices to enhance team efficiency.
- Assisted customers with orders, delivering friendly service to foster customer satisfaction.
- Served food quickly, contributing to positive guest experiences during peak hours.
- Operated kitchen equipment efficiently during peak service times.
- Maintained cleanliness of work areas to ensure a safe environment.
- Completed opening and closing tasks such as setting up workstations, cleaning surfaces and restocking supplies.
- Performed cashier duties such as taking orders, collecting payments and providing change.
- Packed food items efficiently into approved containers to ensure proper handling.
- Stocked supplies and organized inventory in designated areas.
- Kept restaurant lobby, front counter and restrooms neat and clean throughout shift.
- Prepared food items according to company standards and safety guidelines.
- Adhered to health department regulations regarding food handling procedures.
Education
Grove City High School
Grove City, OhioSkills
- Conflict resolution
- Customer retention
- Problem solving
- Effective communication
- Product and service solutions
- Technical troubleshooting
- Call center operations
- Money handling
- Customer service
- Verbal and written communication
- Brand representation
- Multi-line telephone operations
Timeline
Customer Service Representative
Gap Inc Direct
10.2011 - 01.2016
Customer Service Representative
Teleperformance USA
02.2010 - 02.2011
Crew Member/Night Shift Manager
Mcdonalds
06.2005 - 02.2010
Grove City High School