Kerra Cooper
Ennis,TX
Summary
Expert in customer service
Maintaining customer relationships
Consistently exceeds performance goals
Quality leadership
Work effectively as a team member and with customers
Attention to detail
Overview
14
14
years of professional experience
Work History
Salon Owner/Operator
Irresistible Hair
04.2018 - Current
- Managed salon operations efficiently, ensuring smooth day-to-day functioning and top-quality customer experiences.
- Consistently maintained a clean, organized, and welcoming environment for clients and staff members alike.
- Ensured compliance with state regulations regarding licensing, sanitation procedures, and workplace safety guidelines.
- Increased customer retention through exceptional service and consistent follow-up communication.
Customer Service Representative
Exclusive Vacations
03.2016 - 04.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Care Representative
TWC
05.2014 - 04.2016
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
Payment Processor
Veritix Solutions
08.2012 - 03.2014
- Managed high-volume payment processing tasks, consistently meeting deadlines without compromising accuracy or quality.
- Monitored outstanding balances, following up on overdue payments to minimize loss or delay in revenue collection.
- Streamlined payment processing by implementing efficient systems and organizational strategies.
- Conducted regular reviews of internal controls within the payment processing function, recommending improvements as necessary for compliance purposes.
Healthcare Customer Service Representative
Guardian Healthcare
09.2010 - 02.2012
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
Education
Skills
- Call Center
- Phone Representative
- Advanced computer skills
- Problem solving
- Analytical skills
Timeline
Salon Owner/Operator
Irresistible Hair
04.2018 - Current
Customer Service Representative
Exclusive Vacations
03.2016 - 04.2018
Customer Care Representative
TWC
05.2014 - 04.2016
Payment Processor
Veritix Solutions
08.2012 - 03.2014
Healthcare Customer Service Representative
Guardian Healthcare
09.2010 - 02.2012
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