Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

La'Kel Cooper

Wilmington,DE

Summary

Dedicated Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Remote Customer Service Representative

Concentrix
10.2023 - 02.2024
  • Work from home and interfaces with customers via inbound/outbound calls and/or via Internet
  • Provides customer service support and resolution of routine problems and questions regarding client's products and/or services
  • Provide inbound customer support using call flow guide
  • Help customers resolve basic technical issues
  • Track, document, and retrieve information in databases
  • Offer additional products and/or services
  • Deliver expert customer experiences...with smile.
  • Responded to customer requests for products, services, and company information.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Front End Coordinator

Wegmans Food Markets
11.2022 - 10.2023
  • To ensure Front End operates smoothly and employees have tools and resources needed to provide incredible service to customers exiting store
  • Proactively approach customers, assist them in locating products, and answer any questions
  • Promptly respond to assist cashiers to meet customer needs quickly and efficiently
  • Monitor customer flow and traffic patterns throughout store, manage right number of open lanes and run registers as necessary to reduce customer wait time.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills
  • Advised and trained new employees in job tasks, offering positive reinforcement
  • Engaged customers by offering to help find needed merchandise
  • Provided expert service when greeting customers, answering phone calls and handling issues
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers
  • Monitored cash drawers in 10 checkout stations to verify adequate cash supply
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch
  • Kept high average of performance evaluations
  • Monitored front areas so that questions could be promptly addressed

Patient Service Representative

Children's Dental Health
04.2022 - 09.2022
  • Check in & Check out patients
  • Verify insurances
  • Capture and verify patient demographic and personal health information
  • Make reminder calls to patients of upcoming appointments
  • Collect co-pays at time of service
  • Scan and Index patient information in Dentrix to their paperless charts
  • Process patient referrals to other provider office
  • Call to schedule patients who have recall appointments
  • Track patient appointments throughout day and provide tally of all that were seen vs unseen patients at end of day
  • Schedule appointments based on referring provider recommendations
  • Chart preparation of patients being seen next day in advance.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients
  • Managed patient registration process, confirming data accuracy and completeness
  • Built and maintained positive working relationships with patients and staff
  • Responded to inquiries by directing calls to appropriate personnel
  • Resolved customer complaints using established follow-up procedures
  • Organized patient records and database to facilitate information storage and retrieval

Social Services Technician

State of Delaware
01.2020 - 04.2022
  • Distributes program benefits/resources to eligible clients
  • Distributes forms, brochures, fact sheets and other related information
  • Completes or assist clients in completing preliminary information and reviews forms for completeness
  • Provides routine information regarding programs
  • Writes and mails letters
  • Keeps records, submits required reports, completes or types routine forms or letters, addresses
  • Gathers routine information according to standard format for use in determining eligibility of benefits
  • Conducts follow up activities on clients as assigned
  • Refers clients/cases to appropriate agency for additional resources
  • May prepare and submit source documents on case/client activity for data entry in accordance with established policies and procedures and may input data into automated client information system
  • Receives and records applicant, recipient or vendor complaints concerning reception area problems, solves routine problems, or refers to appropriate worker
  • Arranges or reminds clients of interviews or related appointments, follows up to determine client's reason if appointment is not kept, and reschedules if necessary and may visit clients and/or ensure clients receive adequate transportation.

Operations Support Specialist

Delaware Psychiatric Center
10.2016 - 12.2019
  • Greet all clients and check them in at front desk setting
  • Reviewed accuracy of scanned documents and ensures documents reflect details specified by requestor
  • Perform, organize, and streamline operational tasks to reduce potential for errors
  • Provide technical assistance to clients and staff
  • Monitor for problems, taking immediate action where possible and escalating when required
  • Interact with clients, resolve problems, and provide information
  • Process all new admissions, charts and file
  • Address customer issues promptly and accurately
  • Ensuring that company policies and standards are upheld
  • Follow organization procedures to complete tasks in a timely manner
  • Maintained office supply inventory and orders
  • Works with Client Service Specialists to obtain and/or validate client information
  • Perform, organize, and streamline operational tasks to reduce potential for errors
  • Provide technical assistance to clients and staff
  • Monitor for problems, taking immediate action where possible and escalating when required
  • Interact with clients, resolve problems, and provide information
  • Process intake of potential new clients
  • Answer phone calls and process new client referrals
  • File client paperwork in chart.

Sales Associate and Cashier

Old Navy
10.2015 - 12.2016
  • Responsible for helping customers understand how unique our products are in comparison to competitors
  • Create sales and customer relationship opportunities by utilizing resources like store promotions
  • Influenced customers to buy products by giving them information such as fabric, washing instructions, style, price, and fit
  • Hold integrity in highest regard and let management know of any violations
  • Be aware of monthly goals and contribute to them
  • Maintained standards of store floor and restock items as soon as necessary to ensure best customer experience
  • Set examples for new sales associates by providing amazing customer service.

Scheduler Coordinator

Horizon House, Inc.
05.2015 - 02.2016
  • Greet and assist all clients with checking in/out
  • Scheduling appointments for clients to be seen by therapist/psychiatrist
  • Collect co-pays
  • Reminder calls made to clients of upcoming appointments
  • Screen and process new clients for intake sessions
  • Provide telephone/assessment, intake, insurance and admission support
  • Primary contact for walk in and unannounced clients
  • Perform all assigned tasks in accordance with established policies and procedures, and as instructed by Horizon House/Supervisor
  • Create and maintain atmosphere of warmth, personal interest and positive emphasis, as well as calm environment.

Front Desk Representative

Planet Fitness
10.2014 - 05.2015
  • Greet members, prospective members and guests, providing exceptional customer service
  • Handle all front desk related activities including: Answer phones in friendly manner and assist callers with variety of questions
  • Check members into system
  • New member sign-ups
  • Take prospective members on tours
  • Facilitate needed updates to member's accounts
  • Respond to member questions and concerns in timely and professional manner and elevate to Assistant Manager or Manager as needed
  • Assist in maintaining neatness and cleanliness of club.
  • Maintained clean and organized front desk areas to uphold polished company image
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate

Medical Assistant/Receptionist

Quality Family Physicans
06.2013 - 06.2014
  • Perform all patient vital signs and triage them
  • Schedule patient appointments
  • Answer phones
  • Scan and attach faxes to patient charts in EMR system.
  • Answered phone calls and messages for four-physicians Family Practice medical facility, scheduling appointments, and handling patient inquiries

Medical Assistant

Crozer Chester Medical Center
08.2011 - 08.2012
  • Perform all patient vital signs and triaged them
  • Assist doctor with patient procedures, performed venipunctures, urinalysis test, and patient INR checks
  • Responsible for all patient precertification of test and studies
  • Responsible for ordering all medical supplies.
  • Sanitized, restocked, and organized exam rooms and medical equipment
  • Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted
  • Obtained client medical history, medication information, symptoms, and allergies
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations
  • Performed medical records management, including filing, organizing and scanning documents
  • Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff

Medical Assistant/Supervisor

Gooding Medical Corp
08.2004 - 07.2011
  • Efficiently managed back office in areas of processing and utilizing Medisoft to handle scheduling, billing and collections, medical records and insurance claims (Medicare, Medicaid, BC/BS, WC and PI)
  • Assisted and/or observed physiatrist with patient care procedures that included nerve blocks (cervical and lumbar) injections
  • Trained personnel in all areas of front desk management and patient relations, ensuring open lines of communication between patients, staff and physician with demonstrated efficiency and confidentiality
  • Acted as liaison between patients and staff to address and/or resolve problems, inquires and concerns including test results and topical prescription renewals
  • Prepared patients/rooms for physical examinations; interviewed patients to obtain medical histories; explained treatment procedures; and properly dispose of contaminated supplies
  • Handled medical equipment and instruments including ultrasound, TENS, Traction/Decompression
  • Coordinated and followed up on daily laboratory-related procedures and communications.

Education

Certificate in Medical Assistant -

Delaware Skills Center
Wilmington, DE
01.2001

Diploma in High School - undefined

Mount Pleasant High
Wilmington, DE
05.1992

Skills

    • Document Manager
    • Microsoft Word
    • Medisoft
    • Excel
    • Misys
    • Centricity
    • Navinet
    • Outlook
    • Phone etiquette
    • Dentrix
    • Experience Administering Injections
    • Triage
    • Medical Scheduling
    • EMR Systems
    • Insurance Verification
    • Phlebotomy
    • Anatomy Knowledge
    • Chairside Assisting
    • HIPAA
    • Medical Records
    • Vital Signs
    • Medical Coding
    • Computer Networking
    • Medical Office Experience
    • Computer Operation
    • Medical terminology
    • Medical billing
    • Customer service
    • Microsoft Access
    • Communication skills
    • Microsoft Outlook
    • Research
    • Office experience
    • Microsoft Excel
    • Microsoft Office
    • Organizational skills
    • English
    • Salesforce (2 years)
    • Patient Care
    • Clerical Experience
    • Intake (1 year)
    • EHR systems
    • EMR systems
    • Leadership
    • Computer literacy
    • Windows
    • Computer skills
    • Typing
    • 10 key typing
      • Documentation review
      • Software troubleshooting
      • HCPCS
      • ICD-10
      • Epic
      • Analysis skills
      • ICD-9
      • Restaurant experience
      • Data collection
      • CPT Coding
      • Google Suite
      • Google Docs
      • Live chat
      • Conflict management
      • CRM software
      • AI
      • Supervising experience
      • Writing skills
      • Telecommunication
      • Cash management
      • Data analytics
      • Customer support
      • Senior care
      • Account updating
      • Call Management
      • Information Security
      • Report Generation
      • Data Entry
      • Product Knowledge
      • Scheduling
      • Appointment Scheduling
      • Complaint resolution
      • Data Collection
      • Receiving support
      • De-Escalation Techniques
      • Consultative Sales
      • Administrative Support
      • Technical Support
      • Call center experience
      • Medical terminology knowledge
      • Prioritization
      • Recordkeeping strengths
      • Professional telephone demeanor
      • Proofreading
      • Payment Processing
      • Customer Education
      • Call triaging
      • Multi-line phone talent
      • Follow-up skills

Certification

  • CPR Certification, 07/01/22
  • BLS Certification, 07/01/22

Timeline

Remote Customer Service Representative

Concentrix
10.2023 - 02.2024

Front End Coordinator

Wegmans Food Markets
11.2022 - 10.2023

Patient Service Representative

Children's Dental Health
04.2022 - 09.2022

Social Services Technician

State of Delaware
01.2020 - 04.2022

Operations Support Specialist

Delaware Psychiatric Center
10.2016 - 12.2019

Sales Associate and Cashier

Old Navy
10.2015 - 12.2016

Scheduler Coordinator

Horizon House, Inc.
05.2015 - 02.2016

Front Desk Representative

Planet Fitness
10.2014 - 05.2015

Medical Assistant/Receptionist

Quality Family Physicans
06.2013 - 06.2014

Medical Assistant

Crozer Chester Medical Center
08.2011 - 08.2012

Medical Assistant/Supervisor

Gooding Medical Corp
08.2004 - 07.2011

Certificate in Medical Assistant -

Delaware Skills Center

Diploma in High School - undefined

Mount Pleasant High

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La'Kel Cooper