Sharon Cooper
Laurel,MS
Summary
Dynamic Senior Advisor at Concentrix with a proven track record in enhancing customer satisfaction and first-call resolution rates. Skilled in problem-solving and client engagement, I foster long-term relationships while mentoring teams to excel. My expertise in customer service and active listening drives successful outcomes in high-pressure environments.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.
Overview
17
17
years of professional experience
Work History
Senior Advisor
Concentrix
10.2020 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Introduced innovative solutions that increased first-call resolution rates across the department.
- Implemented strategies to reduce average handling time without compromising on service quality.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Mentored team members to promote productivity and commitment to friendly service.
- Addressed complex issues by scheduling repair appointments.
- Managed escalated calls effectively, diffusing tense situations and negotiating resolutions.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
Tax Preparer
National Tax Centers
12.2012 - 06.2018
- Maintained high levels of confidentiality when dealing with sensitive client information, fostering trust and loyalty among clients.
- Analyzed financial records to verify accuracy of tax returns.
- Provided exceptional customer service during peak tax season by remaining calm under pressure and addressing client concerns promptly and professionally.
- Increased client satisfaction by providing accurate and timely tax preparation services.
Property Manager
Hughes Management
02.2008 - 05.2012
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
Education
Associate of Arts - Business Administration
Jones County College
Ellisville, MS05-2007
Skills
- Training and mentoring
- Client engagement
- Customer service
- Active listening
- Teamwork
- Problem-solving abilities
- Multitasking Abilities
- Excellent communication
- Professionalism
Timeline
Senior Advisor
Concentrix
10.2020 - Current
Tax Preparer
National Tax Centers
12.2012 - 06.2018
Property Manager
Hughes Management
02.2008 - 05.2012
Associate of Arts - Business Administration
Jones County College
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