Summary
Overview
Work History
Education
Skills
Timeline
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Kelly Cooper

Blue Springs,MO

Summary

Skilled Customer Service Chat Representative with comprehensive background in resolving customer issues via chat platforms. Strong abilities in managing multiple chat windows, ensuring quick response times and maintaining professional tone throughout conversations. Demonstrated success in fostering positive relationships with customers, providing product knowledge and troubleshooting technical difficulties. Committed to maintaining high levels of customer satisfaction and meeting aggressive business goals.

Overview

33
33
years of professional experience

Work History

Customer Service Chat Representative

Charter Spectrum
Kansas City, Missouri
06.2022 - Current
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.
  • Resolved customer complaints via phone, email, mail, or social media.
  • Maintained up-to-date knowledge of products and services offered by the company.
  • Listened attentively to customer needs and concerns; demonstrated empathy during conversations.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.

Administrative Assistant

One Leg Woodworks
Kansas City, Missouri
08.2015 - 04.2020
  • Handled incoming and outgoing correspondence, including email, mail, and package deliveries, ensuring timely distribution.
  • Managed daily office operations and maintained office supplies inventory, ensuring efficient workplace functionality.
  • Maintained inventory of office supplies and placed orders when necessary.
  • Conducted research on various topics as requested by management.
  • Managed incoming calls while providing information or transferring callers to appropriate personnel.
  • Answered questions from customers regarding products and services offered by the company.
  • Drove customer feedback to deliver information to management for corrective action.
  • Scheduled appointments between clients and customers and internal staff members.
  • Sorted and distributed incoming faxes, letters and emails for office distribution.

Office Assistant

The Gallagher Group Remax
Prairie Village, Kansas
02.2005 - 07.2015
  • Provided excellent customer service to clients in person and over the phone.
  • Ensured that all promotional materials were properly displayed in their designated areas
  • Completed and mailed contracts, invoices or checks.
  • Utilized office equipment such as printers, copiers, and fax machines efficiently.
  • Communicated with customers, employees and vendors to answer questions and address complaints.
  • Greeted visitors in a professional manner and provided assistance when necessary.
  • Inventoried and ordered materials, supplies and services.
  • Sorted and distributed incoming mail, dispersing to appropriate departments and personnel.
  • Maintained confidentiality of sensitive information and documents.
  • Scheduled meetings and coordinated materials to be distributed to attendees.
  • Answered telephones, directed calls, and took messages.
  • Maintained and updated filing, inventory and database systems, manually or using computer.
  • Answered and directed phone calls to appropriate staff members.
  • Conducted data entry tasks with a high level of accuracy and efficiency.
  • Opened, sorted and routed incoming mail and prepared outgoing mail.
  • Typed, formatted and edited correspondence and other documents.

Senior Customer Service Representative

AT&T
Lee's Summit, Missouri
07.1992 - 09.2003
  • Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Handled difficult situations with tact, diplomacy, and professionalism.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Met and exceeded performance goals to support long-term company growth and market dominance.
  • Promoted available products and services to customers during service, account management and order calls.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Mentored junior team members and managed employee relationships.
  • Delivered expert technical support to customers and resolved broad array of issues.
  • Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.
  • Identified trends in customer issues and provided recommendations for resolution.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Managed incoming calls from customers while providing exceptional service.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.

Education

High School Diploma -

William Chrisman High School
Independence, MO
05-1987

Skills

  • Customer service
  • Technical support
  • Issue resolution
  • Product knowledge

Timeline

Customer Service Chat Representative

Charter Spectrum
06.2022 - Current

Administrative Assistant

One Leg Woodworks
08.2015 - 04.2020

Office Assistant

The Gallagher Group Remax
02.2005 - 07.2015

Senior Customer Service Representative

AT&T
07.1992 - 09.2003

High School Diploma -

William Chrisman High School

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Kelly Cooper