Khadijah J. Cooper
Client Success Specialist/Manager
Houston
Summary
Results driven Customer Success Manager with a proven track record of fostering strong relationships and ensuring customer satisfaction. Highly skilled in identifying client needs, developing tailored strategies and implementing solutions to drive business growth and retention. Excellent communicator and problem solver, adept at collaborating with cross functional teams to deliver exceptional customer experiences and exceed revenue targets.
Professional with focus on client success and history of delivering exceptional service and support. Adept at managing client relationships, resolving issues promptly, and ensuring continuous improvement. Known for strong team collaboration, adaptability, and commitment to achieving results. Expertise includes client onboarding, relationship management, and strategic planning.
Overview
9
9
years of professional experience
14
14
years of post-secondary education
1
1
Language
Work History
Client Success Manager
Alight Solutions
08.2020 - 05.2024
- Streamlined communication between clients and internal teams for smoother project execution.
- Assisted clients with strategic processes and provided with necessary tools to achieve success.
- Maintained high level of understanding regarding industry trends, legislation, compliance, and competitor activity.
- Conducted regular reviews of account performance, identifying opportunities for upselling and expansion of services.
- Evaluated customer problems, implemented resolutions, and followed up with clients to manage additional problems and maintain satisfaction.
- Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
- Developed strong relationships with key stakeholders, fostering long-term partnerships and loyalty.
- Continuously monitored industry trends to keep abreast of competitive landscape and adjust strategies accordingly.
- Performed troubleshooting of software and hardware to resolve issues and escalated situations to technical department.
- Hosted daily status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
- Implemented efficient processes for tracking client interactions, improving overall organization and response times.
- Enhanced client satisfaction by proactively addressing concerns and providing tailored solutions.
Inside Sales Shipping Coordinator
USA Industries Inc.
05.2018 - 03.2019
- Negotiated shipping contracts and rates to establish budget friendly agreements.
- Facilitated smooth transitions during periods of high volume by effectively reallocating resources within the team.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Developed and maintained relationships with shipping vendors to achieve reliable delivery of orders and boost rapport.
- Boosted inventory and recordkeeping accuracy by conducting thorough inspections and comparing shipment contents with documentation.
- Prepared and maintained accurate records of shipments and deliveries to enable tracking history and acquire consistent information.
- Provided exceptional customer service by addressing inquiries regarding shipment status or concerns in a timely manner.
- Implemented cost-saving measures to reduce overall shipping expenses while maintaining high-quality service standards.
- Supported continuous improvement initiatives within the organization by participating in process improvement projects related to logistics.
Lead Customer Service Representative
Harris County Toll Road Authority
10.2017 - 04.2018
- Reviewed associate performance to identify training needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Developed and implemented training programs to improve staff knowledge and skills, leading to increased productivity.
- Streamlined processes for better service delivery, resulting in improved customer retention rates.
- Ensured all customer complaints were addressed promptly, resulting in a significant reduction in escalations.
- Improved first-call resolution rates by implementing troubleshooting guides for common issues faced by customers.
Bank Teller
JP Morgan Chase
03.2017 - 09.2017
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Educated customers on banking products, enabling them to make informed decisions about their finances.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Provided exceptional customer service, resulting in increased client retention and loyalty.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Increased efficiency within the teller line by sharing best practices among colleagues, leading to shorter wait times for customers.
Customer Service Representative
CVS Caremark
10.2016 - 03.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Addressed customer issues with understanding, fostering loyalty and encouraging repeat business.
- Responded to customer requests for products, services, and company information.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Processed, scheduled and executed customer orders for new and established customers.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
Patient Clinical Support Specialist
Preventice Solutions
03.2015 - 06.2016
- Served as a reliable resource to both healthcare providers and patients alike, addressing questions or concerns promptly and knowledgeably.
- Mentored junior clinical support staff members on best practices for providing exceptional service while maintaining professionalism under pressure.
- Provided comprehensive training to new healthcare staff members, contributing to a highly skilled and competent team.
- Developed strong relationships with patients through empathetic communication and active listening skills, fostering trust and rapport.
- Monitored patient progress meticulously, making necessary adjustments for optimal recovery rates and minimal complications.
- Enhanced patient care by providing clinical support to healthcare professionals, ensuring efficient and effective treatment.
Education
Bachelor of Science - Health Sciences
Prairie View A&M University
Prairie View, TX 05.2001 - 08.2015
Skills
Stakeholder relationships
Growth strategies
Customer service and support
Customer satisfaction
Client relationship management
Deadline oriented
Upselling strategies
Project management
Customer retention
Troubleshooting
Performance goals
Problem-solving
Achievementsaffiliations
- HIPAA Certified, 2017
- Lone Star Order (LSO), Vice President, Spring 2012 to present
- Dean’s List, Spring 2013; Fall 2013; Spring 2014; Fall 2014; Spring 2015
- PAHPERD, Spring 2012 to present
- HBCU Support Team, Spring 2013 to present
- Event Coordinator – Toys for Tots, Penny Drive, March of Dimes
- Marching Band, 2006-2015
- Drum Major, 2008-2012
Timeline
Client Success Manager
Alight Solutions
08.2020 - 05.2024
Inside Sales Shipping Coordinator
USA Industries Inc.
05.2018 - 03.2019
Lead Customer Service Representative
Harris County Toll Road Authority
10.2017 - 04.2018
Bank Teller
JP Morgan Chase
03.2017 - 09.2017
Customer Service Representative
CVS Caremark
10.2016 - 03.2017
Patient Clinical Support Specialist
Preventice Solutions
03.2015 - 06.2016
Bachelor of Science - Health Sciences
Prairie View A&M University
05.2001 - 08.2015
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