Maranda Cooper
Memphis,TN
Summary
Diligent Customer Service Specialist that brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals. Skilled administrative team member with in-depth understanding of medical standards, compliance requirements and operational procedures. Practiced problem solver with friendly and caring mentality and excellent communication skills. Expertise in inventory management, customer service and inner-office operations.
Overview
15
15
years of professional experience
Work History
Customer Service Specialist (Remote)
United Health Group
01.2020 - Current
- Maintained a customer resolution rate of 95% over my tenure with the company
- Uphold quality control policies and procedures to increase customer satisfaction
- Participated in ongoing proprietary product trainings and certifications to become more of an asset and advance my knowledge in problem solving, CRM software, and customer service
- Executed on-time and under budget project management to resolve complex issues
- Led team engagement to assist cross-functional departments and achieve goals
Outbound Call Center Agent (Remote)
Broadpath
10.2019 - 02.2020
- Maintained records of customer interactions, transactions, comments and complaints.
- Maintained updated knowledge of product features, benefits, pricing plans and warranties offered by the company.
- Upsold products when appropriate to meet customer needs.
- Remained current on changes or updates in products or services offered by the company.
- Researched complex problems encountered during outbound calls and identified solutions quickly.
Customer Service Team Lead (Hybrid)
Sedgwick
06.2015 - 12.2019
- Set attainable daily, weekly and monthly goals and game plans for the grievance department
- Cross-trained new team members, resulting in 17% increase in customer satisfaction ratings from the time I was hired
- Engaged with customers through live chat, email, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction
- Successfully multitasked while navigating various functions of the companies service management system
- Volunteered to handle complaints and issues for manager during busy time periods
Inbound Call Center Representative (Remote)
Kelly Services
01.2017 - 04.2018
- Assessed customer needs and provided solutions to resolve their issues in a timely manner.
- Identified and escalated priority issues as needed.
- Listened attentively to customer concerns and provided appropriate solutions within the time limits.
- Adhered to all company policies and procedures when dealing with customers.
- Developed strong relationships with customers through effective communication skills.
- Ensured compliance with applicable laws and regulations related to customer service activities.
Customer Service Representative (Remote)
Maxwell Health
02.2014 - 04.2016
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Provided accurate information about products and services to customers.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed positive relationships with customers through friendly interactions.
Customer Service Specialist
Walmart
06.2010 - 06.2015
- Assisted over 40 clients daily with their needs and concerns via phone, email, web chat, and fax
- Coordinated internally with operations and logistics to maintain knowledge of new company products
- Trained new hires on products and services, best practices and protocols to reduce process gaps
- Used quality assurance and operational data to ensure accuracy of customer scripts and proper escalation of issues to department supervisor
- Mentored new employees on procedures and policies to maximize team performance
Education
High School -
Booker T. Washington High School
05.2010
Skills
- Issue and Complaint Resolution
- Call Documentation
- CRM Software
- 55 wpm Typing Speed
- Customer service
- Microsoft Office
- Excel Spreadsheet
- Google Suite
- Problem Resolution
- Call Center Environments
- Project Management
- Working efficiently within a remote setting
- Microsoft Teams
- Payment Collection
- Medical Billing
- Mail Management
- Medical Terminology
- HIPAA Compliance
- Insurance Verification
- Patient Relations
- Product Knowledge
- Paperwork Processing
- Scheduling
- Data Entry
- Call Management
Timeline
Customer Service Specialist (Remote)
United Health Group
01.2020 - Current
Outbound Call Center Agent (Remote)
Broadpath
10.2019 - 02.2020
Inbound Call Center Representative (Remote)
Kelly Services
01.2017 - 04.2018
Customer Service Team Lead (Hybrid)
Sedgwick
06.2015 - 12.2019
Customer Service Representative (Remote)
Maxwell Health
02.2014 - 04.2016
Customer Service Specialist
Walmart
06.2010 - 06.2015
High School -
Booker T. Washington High School
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