Katrina Cooper
Clemmons,NC
Summary
Results-driven customer support and quality assurance professional with expertise in conflict management and representative training. Focused on enhancing team performance and operational efficiency while fostering a culture of mentorship. Seeking to leverage my customer service expertise and leadership skills to lead a team or organization all while mentoring others and contributing to customer satisfaciton.
Overview
11
11
years of professional experience
Work History
SR. Customer Service Rep
EMSMC
Winston-Salem, NC
06.2023 - Current
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Implemented new ticketing system, streamlining issue resolution processes.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Increased efficiency and team productivity by promoting operational best practices.
- Cross-trained and backed up other customer service managers.
- Analyzed customer feedback to identify trends and recommend strategic improvements.
Customer Service Representative
EMSMC
Winston-Salem, NC
04.2021 - 06.2023
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with team members to improve service delivery and enhance customer satisfaction.
- Managed high-volume inbound calls while maintaining service quality and customer satisfaction.
- Delivered exceptional customer support through effective communication and problem resolution techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Teller
Wells Fargo
Winston-Salem, NC
06.2015 - 07.2019
- Processed customer transactions efficiently, ensuring accuracy in cash handling and record-keeping.
- Assisted customers with account inquiries, resolving issues promptly to enhance service satisfaction.
- Maintained knowledge of banking products, providing tailored recommendations to meet client needs.
- Collaborated with team members to streamline teller operations, improving workflow efficiency.
- Trained new tellers on operational procedures and compliance requirements, fostering a knowledgeable team environment.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
Education
High School Diploma -
Parkland High School
Winston-SalemSkills
- Customer service
- Customer support
- Service quality improvement
- Transaction management
- Team performance coaching
- Representative training
- Payment processing
- Customer retention strategies
- Report preparation
Timeline
SR. Customer Service Rep
EMSMC
06.2023 - Current
Customer Service Representative
EMSMC
04.2021 - 06.2023
Teller
Wells Fargo
06.2015 - 07.2019
High School Diploma -
Parkland High School
2024 Impact award
An award to highlight the professionals hard work and dedication.