Shenika Cooper
Douglasville,GA
Summary
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
6
6
years of professional experience
Work History
Customer Care Representative
World Travel Holdings
Remote, GA
10.2022 - 04.2023
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Built sustainable relationships and trust with customer accounts through open and interactive communication.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Answered questions from customers that came in through the company's online chat feature.
- Leveraged telephony, email and chat technologies to resolve end-user inquiries.
Benefits Specialist
Aetna
Remote
02.2021 - 11.2021
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone and email
- Observed strict procedures to maintain data and plan participant confidentiality.
- Updated benefit cost summaries for employer cost tracking.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Built successful referral network of company representatives, third-party administrators and benefits providers.
- Educated patients on eligibility and affordability options by offering insightful information.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Assessed information gleaned from interviews, educational, and medical records, consultation with other professionals and diagnostic evaluations to identify clients' abilities, needs and eligibility for services.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Coordinated benefits processing, including enrollments, terminations and claims.
- Checked accuracy and completeness of benefits applications and documents.
Customer Service Representative
Maximus
Remote
05.2020 - 07.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided information regarding charge accounts and loyalty programs.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Responded to customer requests for products, services and company information.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
Clerk Specialist
Department Of Labor
Atlanta, GA
02.2020 - 12.2020
- Provided quality clerical support through data entry, document management, email correspondence and overseeing operation of office equipment.
- Drafted professional memos, letters and marketing copy to support business objectives and growth.
- Created reports and developed improvements and enhancements to automate records and file systems.
- Received and routed business correspondence to correct departments and staff members.
- Arranged meetings and coordinated resources for use by attendees.
- Handled client correspondence and tracked records to foster office efficiency.
- Delivered high-quality customer service through deep commitment to knowledge and performance.
- Performed data entry and recordkeeping tasks to track company correspondence and updates.
Receptionist
Ansafone
Ocala, GA
06.2017 - 08.2018
- Managed multiple tasks and met time-sensitive deadlines.
- Confirmed appointments, communicated with clients and updated client records.
- Answered central telephone system and directed calls accordingly.
- Resolved customer problems and complaints.
- Answered phone promptly and directed incoming calls to correct offices.
- Answered high-volume, multi-line telephone, directing callers to appropriate company personnel.
- Monitored premises, screened visitors, updated logs and issued passes to maintain security.
- Aggregated and prepared documentation and reports for office meetings, distribution and filing.
- Liaised with vendors, contractors and professional services personnel to properly process orders.
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
- Sorted, received and distributed mail correspondence between departments and personnel.
- Kept records in CRM to maintain customer data.
- Answered and directed incoming calls using multi-line telephone system.
- Updated and recorded customer or client information to maintain accounts.
Education
High School Diploma -
West Port High School
Ocala, FL05.2017
Skills
- Benefits explanation
- New employee enrollment
- Employee benefits laws
- Written and oral communication
- Relationship building
- Documentation and reporting
- MS Office
- Customer Service
- First Aid/CPR
- Attention to Detail
- Team building
- Data Entry and Maintenance
- Understanding Customer Needs
- POS Systems and Ordering Platforms
- Data Management
- Analytical and Critical Thinking
- Collaboration
- Administrative support
- Multi-line phone talent
- CRM
- Money handling abilities
- Account management
- Technical Support
- Order Fulfillment
- 50 wpm Typing Speed
Accomplishments
- Promoted from Customer care associate 1 to Customer Care associate 2, in less than 12-months.
- Created highly effective new program that significantly impacted efficiency and improved operations.
- Consistently maintained high customer satisfaction ratings.
Timeline
Customer Care Representative
World Travel Holdings
10.2022 - 04.2023
Benefits Specialist
Aetna
02.2021 - 11.2021
Customer Service Representative
Maximus
05.2020 - 07.2021
Clerk Specialist
Department Of Labor
02.2020 - 12.2020
Receptionist
Ansafone
06.2017 - 08.2018
High School Diploma -
West Port High School
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