Shakeela Cooper
Raleigh,NC
Summary
Facilitated professional communication with providers, insurance companies, and customers to ensure accuracy, compliance, and timely documentation.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Endurance Warranty LLC
05.2023 - 04.2026
- Facilitated customer navigation through claims processes and resolution of service-related inquiries.
- Utilized reporting tools to track performance metrics and identify areas for improvement.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
BDC Agent
CentralBDC – Florida
01.2022 - 05.2023
- Executed outbound calls to new and existing customers to identify potential leads.
- Ensured accurate documentation of call outcomes and customer details within CRM systems.
- Followed structured scripts and communication standards to ensure quality and consistency.
- Utilized phone, internet, and database tools to support outreach and reporting activities.
- Demonstrated strong organization and time management skills in a high-volume calling environment.
Customer Service Representative
Continuum Global Solutions – Texas
04.2017 - 12.2021
- Provided customer support in a structured call center environment.
- Assisted with coordination of services, scheduling, and documentation.
- Maintained departmental records and ensured data accuracy.
- Supported quality improvement and safety programs by adhering to company policies and procedures.
Education
Bachelor - BSHS Info Mgmt Analytics
Strayer University
Washington, DC04.2026
High School Diploma - undefined
South Central High School
Winterville, NC06.2019
Skills
- Led outbound calling initiatives and executed phone-based outreach strategies to enhance provider and customer engagement Cultivated professional phone etiquette to foster positive communication experiences Oversaw data entry and ensured documentation accuracy to support operational integrity Leveraged QuickBase for two years to streamline documentation review processes Maintained a high level of attention to detail in all aspects of work Utilized analytical and problem-solving skills to resolve complex customer issues Provided exceptional call center support, enhancing customer service experiences Managed CRM software, including Salesforce and Zendesk, to optimize customer relationship management Demonstrated proficiency in Microsoft Office, including Word, Excel, and Outlook, to facilitate effective communication Operated multi-line phone systems to improve call handling efficiency Coordinated schedule management and implemented effective time management strategies Adhered to scripts, SOPs, and workflows to maintain service quality Excelled in independent and remote work environments Gained expertise in healthcare administration, medical billing, and medical records management Navigated Medicare regulations and quality assurance protocols Oversaw database management and utilized SharePoint for documentation purposes Enhanced typing and computer skills to support operational tasks
Languages
English
Full Professional
Timeline
Customer Service Representative
Endurance Warranty LLC
05.2023 - 04.2026
BDC Agent
CentralBDC – Florida
01.2022 - 05.2023
Customer Service Representative
Continuum Global Solutions – Texas
04.2017 - 12.2021
High School Diploma - undefined
South Central High School
Bachelor - BSHS Info Mgmt Analytics
Strayer University