Natalee Cooper
Knoxville,TN
Summary
Customer care professional with experience enhancing customer satisfaction and addressing inquiries efficiently. Focused on team collaboration and achieving positive outcomes, adaptable to changing needs. Skilled in communication and conflict resolution. Experienced with resolving customer inquiries effectively. Utilizes communication and empathy to build rapport and ensure customer satisfaction. Knowledge of troubleshooting and conflict resolution.
Overview
6
6
years of professional experience
Work History
Tier 2 Funding Escalation Specialist
Elavon
12.2024 - Current
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients unique needs.
- Escalated customer issues to management for appropriate action to be taken.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.
Premier Service Representative
Elavon
11.2023 - 12.2024
- Provided quality technical and funding support to MSPs, Agent Bankers and Sales Representatives.
- Educated partners about billing, payment processing, support policies and procedures.
- Delivered exceptional customer service to every caller by leveraging extensive knowledge of products and services, creating welcoming and positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved accounting, service and delivery concerns.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Care Representative
Elavon
08.2023 - 11.2023
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Contributed to team success, consistently achieving call center performance metrics.
- Navigated multiple computer systems and applications to find information.
- Proficient in using Microsoft Office, Outlook and Excel.
- Improved customer satisfaction through timely resolution of billing inquiries and disputes.
- Managed high call volume with exceptional professionalism and efficiency.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
Restaurant Server
Texas Roadhouse
03.2019 - 08.2023
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Demonstrated strong multi-tasking skills by managing multiple tables simultaneously without compromising service quality.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
Education
No Degree - Elementary Education
Chattanooga State Community College
High School Diploma -
Soddy Daisy High School
05-2016
Skills
- Customer Service
- Data Entry
- Problem Resolution
- Payment Processing
- Call logging
- Email correspondence
- Microsoft Office
- Billing Adjustments and Refunds
- Multitasking Abilities
Timeline
Tier 2 Funding Escalation Specialist
Elavon
12.2024 - Current
Premier Service Representative
Elavon
11.2023 - 12.2024
Customer Care Representative
Elavon
08.2023 - 11.2023
Restaurant Server
Texas Roadhouse
03.2019 - 08.2023
High School Diploma -
Soddy Daisy High School
No Degree - Elementary Education
Chattanooga State Community College
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