Kiara Cooper
Houston
Summary
Dedicated Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
14
14
years of professional experience
Work History
Insurance Service Representative
National General Insurance
12.2019 - Current
- Consulted 70-120 inbound calls daily, with First Call Resolution and Customer Satisfaction while maintaining an “Average Handle Time” within 3 minutes and an “Average After-Call Work Time” of under 45 seconds.
- Resolved invoicing requests that escalated while educating mathematical components of future billing cycles to customers and retained 40+ policies monthly.
- Advocated and instructed 70+ agents per day to complete policy endorsements while utilizing company software engines to provide step-by-step system navigation.
Bank Teller/Customer Service Representative
First Convenience Bank
05.2015 - 11.2019
- Rewarded promotion within 6 months based on interpersonal skills, teamwork, and efficient collaboration across departments focusing on company priorities, functions, and goals.
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
- Identified client needs and sold products and services such as money orders, traveler’s checks, savings bonds, and cashier’s checks
Sales Associate/Customer Service Representative
Walmart
05.2011 - 05.2015
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Answered customer questions and addressed concerns, resulting in 27% reduction in complaint calls.
- Prepared cash deposits up to $5,000+ with zero discrepancies.
Education
Bachelor of Science - Criminal Justice
Ohio State University
Columbus, OH05.2017
Skills
- Data Entry Software
- 50 wpm Typing Speed
- 10-key Touch
- Policy Modifications and Updates
- Verbal and Written Communication
- Microsoft Office Expertise
- Google Suite
- Recordkeeping Organization
- Critical Thinking
- CRM Software
Education
other
Timeline
Insurance Service Representative
National General Insurance
12.2019 - Current
Bank Teller/Customer Service Representative
First Convenience Bank
05.2015 - 11.2019
Sales Associate/Customer Service Representative
Walmart
05.2011 - 05.2015
Bachelor of Science - Criminal Justice
Ohio State University
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