Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Jackie Cooper

Jackie Cooper

Summary

Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand. Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.

Overview

20
20
years of professional experience

Work History

Team Leader

Capital One Bank
10.2010 - Current
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.

Assistant Coach

Capital One, N.A
06.2006 - 10.2010
  • Maintained clean and organized work environment to maintain customer safety.
  • Built strong relationships with customers and colleagues by providing friendly and personable service.
  • Responded to customer calls and emails to answer questions about products and services.
  • Collaborated with other departments to guarantee customer satisfaction.
  • Utilized problem-solving skills to address customer queries and complaints.

Customer service associate

Capital One, N.A
01.2004 - 06.2006
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Education

Associates Degree - English

Howard Community College
Columbia
2010

Associate Degree - Business Communications

Leigh Sherman Community College
1998

Certificate- Computer Science and Customer Service Skills -

Tesst College of Technology

Development Customer Service and Communication Training Process Improvement Business Problem Solving Train The Trainer - undefined

Skills

  • Technical Skills:
  • Google Suite, MS Office Suite,, Workday, Call Center Analytical Software, Tableau, Adobe, Database Software, Teleopti, and Social Media
  • Employee Recognition
  • Performance Evaluations

Accomplishments

    ACCOMPLISHMENTS

  • 2008 Associate of the Year Award
  • 2009 Lead The Way Winner
  • 2022 Bank Voice Purpose People Passion Award
  • 2023 Bank Voice Well Managed/Communication Award



Languages

French
Native or Bilingual

Timeline

Team Leader

Capital One Bank
10.2010 - Current

Assistant Coach

Capital One, N.A
06.2006 - 10.2010

Customer service associate

Capital One, N.A
01.2004 - 06.2006

Associates Degree - English

Howard Community College

Associate Degree - Business Communications

Leigh Sherman Community College

Certificate- Computer Science and Customer Service Skills -

Tesst College of Technology

Development Customer Service and Communication Training Process Improvement Business Problem Solving Train The Trainer - undefined

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Jackie Cooper