Sean Cooley
Oklahoma City
Summary
Insightful, data-driven individual recognized for high productivity and efficiency in task completion. Specialize in effective communication, critical thinking, and data analysis to ensure accurate assessment of candidates. Excel in active listening, empathy, and adaptability, leveraging these soft skills to create comfortable interview environments and make informed decisions.
Overview
2027
2027
years of professional experience
Work History
Project Interviewer
OU Hudson College of Public Health/Sooner Survey Center
Oklahoma City
01.2024 - Current
- Participated and effectively delivered surveys/interviews for both qualitative and quantitative research
- Employed professional survey techniques, enhancing accuracy of data collection
- Identified issues and inconsistencies in branching logic for public health-related surveys.
- Completed training in data collection and research methodologies, strengthening research capabilities
- Documented and maintained accurate records of interviews in compliance with ethical standards.
- Provided training and support to new interviewers on best practices and procedures.
- Participated in team meetings to discuss challenges and improve interviewing techniques and strategies.
- Used computers or specified forms to compile, record and code results or data from interview or survey.
- Participated in entire lifecycle of surveys, starting with branching-logic correction, implementation, conducting surveys, and data cleanup.
- Achieved tier 3 (highest) annual review.
- Utilized large spreadsheets for accurate data entry and data clean-up.
Inventory/Data Specialist, Team Leader
UFlip, LLC.
Oklahoma City
10.2021 - 08.2022
- Processed and delivered inventory data using multiple systems, entered data, corrected inaccuracies, and reconciled purchases through Airtable.
- Communicated promptly and professionally with customers to fulfill special requests while adhering to company policies, ensuring top-tier customer service.
- Delegated tasks within team to meet deadlines, trained new employees, developed structured training system for new processes, and created reference documents tailored to specific situations.
Customer Service Representative, Project Specialist, Trainer
@AtLink Services, LLC.
Oklahoma City
10.2019 - 07.2021
- Resolved internet service issues for high-volume residential and commercial customers through patient telephone troubleshooting.
- Educated customers on the essential functions of the internet and home wireless internet systems to reach the best solution for each household, scheduled service calls according to company standards, and used ticketing systems to provide thorough customer service for multistep solutions.
- Coordinated with multiple departments to resolve customer issues and provide accurate information.
- Trained new hires based on their previous experience and served as an example through training. Followed up with new hires to retrain and offer support based on their needs.
- Maintained accurate records of disconnects, scheduling issues, and tower problems in computer databases and spreadsheets.
Customer Service Representative, Trainer
Prosperity Bank Call Center
Oklahoma City
10.2017 - 09.2019
- Troubleshot online and electronic products for customers, adhering to company procedures to resolve critical financial issues.
- Assisted customers through troubleshooting multiple products (including online and electronic products) while following company procedures to solve critical financial problems.
- Focused on maintaining customer representative standards while training new employees in a fast-paced call center.
- Coordinated remotely with internal offices and departments to ensure coherent, productive collaboration.
Customer Service Representative
Farm Bureau Mutual Insurance Company
Chickasha
08.2014 - 08.2017
- Managed customers' policies and assisted in fulfilling customers' coverage requirements.
- Developed and implemented a more efficient system for policy reunderwriting. Proposed and installed monitors in the office for a more efficient, up-to-date workplace.
- Learned skills related to providing/referring specific products and solutions to fit particular needs per customer.
- Oversaw all brokerage policies.
Customer Experience Expert
T-Mobile
Oklahoma City
- Resolved customer complaints through effective communication and problem-solving.
- Resolved escalated issues from customers in an efficient manner.
- Collaborated with team members to develop and implement customer service strategies that improved overall service quality.
- Conducted follow-up calls to ensure customer satisfaction after interactions.
- Resolved complex concerns by developing tailored solutions that met both business requirements and customer needs.
- Addressed escalated customer issues efficiently, leading to improved customer satisfaction and retention.
- Assisted customers with inquiries regarding products and services.
Education
Completed some Degree courses - Education Major
The University of Tennessee at Martin
Martin, TNHigh School Diploma -
Union City High School
Union City, TNSkills
- Candidate assessment
- Interview scheduling
- Data management
- Data analysis
- Time management
- Solution-focused customer service
- Effective communication
- Interview techniques
Awards
Outstanding Employee Award, Recognized by Presidents of Prosperity for 'Over-the-Top' Customer Service.
Timeline
Project Interviewer
OU Hudson College of Public Health/Sooner Survey Center
01.2024 - Current
Inventory/Data Specialist, Team Leader
UFlip, LLC.
10.2021 - 08.2022
Customer Service Representative, Project Specialist, Trainer
@AtLink Services, LLC.
10.2019 - 07.2021
Customer Service Representative, Trainer
Prosperity Bank Call Center
10.2017 - 09.2019
Customer Service Representative
Farm Bureau Mutual Insurance Company
08.2014 - 08.2017
Customer Experience Expert
T-Mobile
Completed some Degree courses - Education Major
The University of Tennessee at Martin
High School Diploma -
Union City High School