Terry Mckee-Cocroft
Milwaukee,WI
Summary
11 +plus years of customer service, Account management, Problem solving, Technical support, Analyst Claims skills will allow to be a great asset to the company. Enthusiastic Administrative Assistant with expertise in anticipating professional needs and proactively identifying and resolving problems. Bringing proven to promote organization and availability through effective schedule development. Excellent customer service and conflict management skills.
Overview
16
16
years of professional experience
Work History
Ad
Waukesha Technical College
Pewaukee , WI
2021.04 - Current
- Offered office-wide software support and training, troubleshooting issues and optimizing usage.
- Worked with supervisors and management to maintain status reports and update information for client projects.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Scheduled office meetings and client to show your impact. E.g., 'Managed over 50 customer calls per day.' or, "Increased sales appointments for staff teams.
- Conducted onboarding to help new hires adjust to administrative and performance aspects of jobs
- Screened visitors and issued badges to maintain safety and security
Personal Banker
BMO Harris Bank
2014.09 - 2020.04
- Inbound calls support, account management, mortgage servicing, funds management, online banking technical support, claims entry, data entry, fraud investigation, loan servicing, administrative duties, and client scheduling, account payable, invoice creation
- Helped clients plan for and fund retirements using mutual funds and other options to manage, customize and diversify portfolio
- Continually boosted branch production and revenue by [82]% by consistently meeting all monthly and quarterly sales goals
- Networked to increase client base and encourage existing clients to expand financial portfolios
Patient Care Representative
IRIS
2012.10 - 2016.08
- Daily care of client needs
- Customer service, working with different classes of patients
- Assist with daily living skills, patient scheduling, and assisting patient care
- Reviewed each step of patient care and made proactive adjustments to avert issues
- Liaised between hospital departments to facilitate effective communication
- Performed as subject matter expert for case management processes
- Provided subject matter expertise in case management and related procedures
- Managed over 50 customer calls per day.'
Customer Service Representative
US Cellular
2013.09 - 2014.09
- Inbound call support, complex issues, data entry, retention, claims, inventory
- Floor support for associates, technical device and computer support.
- Recorded account information to open new customer accounts
- Processed customer adjustments to maintain financial accounts
- Responded to customer requests for products, services and company information
- Updated account information to maintain customer records
- Answered customer telephone calls promptly to avoid on-hold wait times
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Offered advice and assistance to customers, paying attention to special needs or wants
- Promoted available products and services to customers during service, account management and order calls
Retail Sales
Cricket Communication
2008.10 - 2013.05
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers
- Helped customers complete purchases, locate items and join reward programs
- Increased sales and customer satisfaction through personalized servicing
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages
- Opened and closed store independently and prepared nightly bank drop for manager
- Organized store merchandise racks and displays to promote and maintain visually appealing environments
- Informed customers of current store promotions to encourage additional sales purchases
- Worked with loss prevention in monitoring shopper behavior
- Worked closely with shift manager to solve problems and handle customer concerns
- Stocked merchandise, clearly labeling items and arranging according to size or color
- Greeted customers and helped with product questions, selections and purchases
- Used consultative sales techniques to understand customer needs and recommend relevant products and services
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products
- Balanced and organized cash register by handling cash, counting change and storing coupons
- Issued receipts and processed refunds, credits or exchanges
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention
- Trained new associates on cash register operations, conducting customer transactions and balancing drawer
Education
Master of Real Estate Development - Property Management
Waukesha Technical College
Pewaukee05.2022
Human Resources - Human Resources Development
Waukesha Technical College
Milwaukee, WI05.2021
Skills
- Professional and Courteous
- Strong Organizational Skills
- Verbal and Written Communication
- Confidentiality and Data Protection
- Task Prioritization
- Research and Analytical Skills
- Document and File Management
Timeline
Ad
Waukesha Technical College
2021.04 - Current
Personal Banker
BMO Harris Bank
2014.09 - 2020.04
Customer Service Representative
US Cellular
2013.09 - 2014.09
Patient Care Representative
IRIS
2012.10 - 2016.08
Retail Sales
Cricket Communication
2008.10 - 2013.05
Master of Real Estate Development - Property Management
Waukesha Technical College
Human Resources - Human Resources Development
Waukesha Technical College
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