Melinda Cooper
1st Franklin Financial
GA,GA
27
years of professional experience
Customer Service Representative with experience handling high call volumes, active listening, and customer request resolution in a fast-paced environment. Delivers professional phone support while using CRM software, problem-solving, and clear communication to improve customer satisfaction and repeat business. Brings credit management insight from earlier roles, including payment plans, account reviews, and loss reduction support.
Work History
CSR
15 Years 6 Months- Handled daily 25 customer calls while maintaining a professional telephone demeanor during peak hours.
- Built stronger customer relationships by responding to requests for products, services, and company information.
- Maintained empathy and active listening to support customer satisfaction and repeat business.
- Balanced multiple customer conversations efficiently while staying organized in a fast-paced office setting.
Credit Manager
10 Years 1 Month- Negotiated 45 payment plans monthly with delinquent customers to reduce losses while preserving client relationships.
- Collaborated with sales, management, and other departments to keep daily operations aligned and resolve account issues efficiently.
- Strengthened credit risk controls by implementing underwriting policies and procedures that supported more consistent decision-making.
- Reviewed credit reports, references, insurance, and financial statements to establish limits for new accounts.
Store Manager
1 Year- Resolved customer complaints quickly and professionally, preserving positive relationships and reinforcing service standards.
- Managed store cash control and daily opening and closing procedures to support secure, consistent operations.
- Supported store employees through proactive communication and positive feedback in a fast-paced retail setting.
Education
Degree: - Psychology
Have not completed bachelor degree. I had covid and bilateral pneumonia was intubated and had to learn to walk again and feed myself again. That is why I have not worked since December 2020. I'm well now.
Skills
Call center experience
Customer service
Complaint handling
Conflict resolution
CRM software
Professional telephone demeanor
Active listening
Customer retention
Delinquency management
Loss mitigation
Credit underwriting
Account review
Credit limit management
Payment arrangement negotiation
Payment processing
Data entry
Scheduling
Administrative support
Timeline
CSR
1st Franklin Financial
06.2005 - 12.2020Read More
Credit Manager
Farmers Furniture
05.1995 - 06.2005Read More
Store Manager
Dress For Less Apparel
05.1994 - 05.1995Read More
Liberty University
Degree: from Psychology
Read More