MARY COPELAND
Hampton,US
Summary
Excellent communicator with 5 years of experience as a Customer Service Representative in high-volume call centers. I am committed to learning about customers' needs and concerns in order to provide the best information and options. In high-volume settings, a proven track record of exceeding productivity and quality targets.
Experienced with high-volume printing and reprographic tasks, ensuring timely and accurate completion of projects. Utilizes advanced printing equipment and software to enhance productivity and quality. Knowledge of customer service principles and team collaboration to achieve operational success.
Overview
11
11
years of professional experience
Work History
Copy Center Associate
Omni Buisness
Chesapeake, VA
11.2023 - Current
- **Handling Print Orders** - Addressing customer requests for print jobs, including specifications like size, color, and quantity.
- **Equipment Maintenance** - Performing routine maintenance on printing equipment to minimize downtime and ensure operational efficiency.
- **Customer Consultations** - Providing expert advice on print materials and services tailored to specific project needs.
- **Inventory Management** - Monitoring stock levels of paper and other supplies to prevent shortages during busy periods.
- **Processed customer orders for various print jobs while ensuring accuracy in specifications.**
- **Executed quality control checks on finished products to uphold company standards before delivery.**
- **Conducted routine maintenance on printing equipment, reducing operational disruptions during peak hours.**
- **Monitored and managed inventory levels of supplies to ensure availability during high-demand periods.**
- **Collaborated with design teams and clients to finalize artwork for optimal production readiness.**
- Performed regular maintenance to keep equipment in optimal working condition.
- Provided mounting and laminating support to preserve and protect documents and photos.
- Answered phone calls to provide prompt and courteous answers to questions and encourage customer store visits.
- Assessed customer needs to deliver satisfactory experiences.
Inbound Customer Service Representative
Liveops, Inc.
Scottsdale, AZ
01.2022 - Current
- Educated customers how to use company systems, complete forms and obtain desired services.
- Met and consistently exceeded revenue quotas by promoting products and services during routine calls.
- Answered up to 50 incoming calls in a busy, fast-paced global call center.
- Provided technical support for online purchases and assisted customers in navigating the website to make the purchasing process easier.
- Used cross-selling, up-selling, and add-ons, as well as promotional items to increase sales [Number]%.
- Generated new and repeat sales by providing timely product, service, and technical information.
Customer Service Representative Agent
Alorica Inc
Rockford, IL
11.2019 - 03.2022
- Assisted 300 customers by answering questions, responding to inquiries, and handling phone requests in an average of 7 minutes per call.
- Entered customer interaction details into Salesforce to track requests, document problems, and record solutions offered.
- Provided customers with advice and assistance, paying special attention to their specific needs or desires.
- Setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations were all things I helped customers with.
- Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
Claims Processor
WPS Health Solutions
Hampton, VA
04.2018 - 06.2019
- Identified and contacted sales prospects in agency databases.
- Examined departmental documents to determine how they should be distributed and filed.
- Updated information by conducting annual reviews of existing policies.
- Was in charge of processing and recording new policies and claims.
- Answered phone calls from clients, vendors, and a variety of other callers looking for information.
- Made changes to both manual and electronic billing procedures.
- Kept track of the status of all open insurance claims.
- Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
Customer Service Representative
Maximus
Newport News, VA
11.2017 - 04.2018
- Kept accurate and current customer account data with manual form processing and digital information updates.
- Provided a superior customer experience in order to build a loyal customer base.
- Answered customer calls promptly to avoid long wait times on hold.
- Kept customers happy by implementing forward-thinking strategies that focused on meeting their needs and resolving their concerns.
- Complete and accurate work and keep customer files up to date.
- Gained an in-depth understanding of product information and was able to provide knowledgeable responses to a variety of questions.
- Have excellent listening skills, including the ability to recognize the problem, show empathy and concern for the person's situation, analyze the root cause, and ensure a resolution.
Head Teacher
Joyful Horizons Daycare
Newport News, VA
06.2015 - 11.2017
- Improved the understanding of 3-5 -year-old students by redesigning and simplifying rules, safety and behavioral guidelines, and disciplinary protocols.
- Used play-based learning strategies, such as crafts and games, to provide a variety of learning opportunities.
- Promoted physical, academic, and social development by implementing a variety of classroom and outside activities.
- Maintained a commitment to educational excellence while cultivating a climate of mutual respect and trust.
- Taught students about basic concepts like shapes, numbers, and letters.
- Improved student satisfaction by communicating with students about their needs on a regular basis and tailoring lessons to their interests and classroom progress.
Education
High School -
Hampton High School
Hampton, VA01-2016
Some college (No degree) - undefined
Virginia Peninsula Community College
Hampton, VASkills
- Keyboarding
- Advertising
- Creative problem solving
- Performance metrics
- Call management software
- Client-focused
- Conflict and dispute resolution
- Credit and collections
- Quick learner
- LiveChat
- Positive learning process
- Time management skills
- Call center operations
- Data entry
- Inbound sales
- High-volume call centers
- Cutting and trimming
- Deadline oriented
- Workflow optimization
- Supply ordering
- Binding and finishing
- Paper selection
- Teamwork and collaboration
- Attention to detail
Timeline
Copy Center Associate
Omni Buisness
11.2023 - Current
Inbound Customer Service Representative
Liveops, Inc.
01.2022 - Current
Customer Service Representative Agent
Alorica Inc
11.2019 - 03.2022
Claims Processor
WPS Health Solutions
04.2018 - 06.2019
Customer Service Representative
Maximus
11.2017 - 04.2018
Head Teacher
Joyful Horizons Daycare
06.2015 - 11.2017
Some college (No degree) - undefined
Virginia Peninsula Community College
High School -
Hampton High School