Sangai Cooper
Julian,NC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in City Government industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
Work History
Customer Service Specialist
Ralph Lauren
Julian, NC
11.2021 - Current
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Managed 75-125 calls especially during peak season increasing productivity and sales by 8%.
- Described product highlights and benefits to help guide purchasing decisions.
- Devised innovative strategies to improve customer satisfaction scores and meet company goals.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Maintained financial accounts by processing customer adjustments.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Administrative Assistant
Fairfax County Government Center
Fairfax, VA
10.2014 - 09.2017
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Coordinated travel arrangements by booking airfare, hotel and ground transportation.
- Arranged rapid office equipment repair and maintenance with vendors.
- Processed payroll for 450+ employees.
- Offered office-wide software support and training, troubleshooting issues and optimizing usage.
- Created PowerPoint presentations for business development purposes.
- Coached new employees on administrative procedures, company policies and performance standards.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Generated reports and typed letters.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Worked closely with the finance department to substantiate purchases, stay within program budget, and address all AR and AP issues.
- Maintained staff directory and company policy handbook for human resources department.
- Over eight (8) years experience with TRS, Therapeutic Recreational Service Train the Trainer
Document Processor
K - 12
Reston, VA
09.2011 - 09.2013
- Responsible for reviewing student enrollment applications.
- Team Lead responsible for assisting, guiding, and collaborating with 5 member team.
- Maintained student files and documents from all over the United States, while ensuring State Compliance Guidelines are met for all incoming enrollees.
- Modified and maintained tools to support operations and business process creation using Adobe Acrobat, SharePoint, Excel and Access capabilities.
Therapeutic Recreation Site Director/Quality Assurance Analyst
Fairfax County Dept. Of Community & Recreation Svc
Fairfax, VA
06.2009 - 09.2013
- Kept recreational activities within budget, while appealing to large number of people and offering some educational value.
- Responsible for 16 staff and 75 participants with intellectual and physical disabilities.
- Communicated effectively with participants, staff and community members by actively listening, offering respect and being positive.
- Monitored quality service of all activities and events, which promoted high level of satisfaction among families and residents.
- Implemented therapeutic leisure and recreational activities that included, yoga, movie nights and water aerobics for 75 plus -participants.
- Monitored and inspected staff processes to eliminate hazards posed for both participants and staff while ensuring continuous compliance with regulations.
Librarian/Front Desk Receptionist
Trident Technical College
Charleston, SC
09.2006 - 06.2008
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collaborated and assisted faculty, staff and students for successful use of source materials including technology and database in the library.
- Helped to create efficient program for students and faculty to reserve conference rooms for meetings and study sessions.
Reservationist Associate
Genesys Conferencing
Reston, VA
01.2004 - 01.2005
- Scheduled and updated conference calls.
- Responded to client inquiries and complaints..
- Maintained excellent records with attention to detail.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Administrative Assistant
Accuit, Inc.
Washington, DC
09.2002 - 06.2003
- Restocked supplies and placed purchase orders to maintain adequate stock levels for a staff of 10.
- Coordinated travel arrangements by booking airfare, hotel and ground transportation.
- Arranged rapid office equipment repair and maintenance with vendors.
- Offered office-wide software support and training, troubleshooting issues and optimizing usage.
- Processed payroll and maintained company credit expenditures, reconciled invoices, and paid vendors.
Education
No Degree - Health Sciences
George Mason University
Fairfax, VASkills
- Creative Problem Solving
- Building Customer Trust and Loyalty
- Upbeat and Positive Personality
- Responding to Difficult Customers
- Customer Data Confidentiality
- Verbal and Written Communication
- Upselling Products and Services
- Issue and Complaint Resolution
- Order and Refund Processing
- Multitasking and Prioritization
- Customer Retention Strategies
- Data Entry and Maintenance
Accomplishments
Frequently asked to produce a written manual and guide for how I accomplished my duties - I have written 3 in my career over the years.
Travel to Africa and Europe to understand people from many different backgrounds.
I am a people-person and I feel at home with anyone and from various backgrounds. Over the years I have met people in bars, seminars and open air plazas; many have kept in touch through social media and WhatsApp. They have been a source of information and great interest. My family is from West Africa Liberia, I volunteer at the local hospitals and schools as well as visit and donate my time and efforts to various animal sanctuaries anytime I visit. I love helping people and learning new skills and becoming more of an asset to this world and myself.
Timeline
Customer Service Specialist
Ralph Lauren
11.2021 - Current
Administrative Assistant
Fairfax County Government Center
10.2014 - 09.2017
Document Processor
K - 12
09.2011 - 09.2013
Therapeutic Recreation Site Director/Quality Assurance Analyst
Fairfax County Dept. Of Community & Recreation Svc
06.2009 - 09.2013
Librarian/Front Desk Receptionist
Trident Technical College
09.2006 - 06.2008
Reservationist Associate
Genesys Conferencing
01.2004 - 01.2005
Administrative Assistant
Accuit, Inc.
09.2002 - 06.2003
No Degree - Health Sciences
George Mason University