Vicky Cooper
Tampa,FL
Summary
Successful customer service representative with over 30 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
21
21
years of professional experience
Work History
Licensed Insurance Sales Professional
USAA Insurance
08.2023 - Current
- Developed comprehensive insurance plans tailored to client needs and preferences.
- Cultivated strong client relationships, ensuring high levels of satisfaction and retention.
- Analyzed market trends to identify new sales opportunities and enhance product offerings.
- Provided expert guidance on policy options, enhancing clients' understanding of coverage benefits.
- Collaborated with underwriting teams to assess risk and optimize policy terms for clients.
- Licensed in all 50 states
Home Store Customer Care Representative
Ashley Furniture Customer Care Center
06.2021 - Current
- Assisted inbound callers with payment, information and support by skillfully operating multiple administrative systems.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Identified crisis calls and arranged for escalation assistance to resolve important problems.
Customer Service Representative
Pathema Gx Labs
11.2020 - 04.2021
- Met customer call guidelines for service levels, handle time and productivity.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Cross-trained and provided backup support for organizational leadership.
Casino Cage Cashier
Hard Rock Casino
09.2018 - 09.2020
- Sold chips, tokens and tickets to patrons.
- Secured casino funds not in use after balancing cash drawer.
- Enforced company standard operating procedures, gaming regulations and Title 31 compliance.
- Counted and recorded assigned funds and made exchanges of funds throughout shift.
- Audited money drawers and hand or machine-counted large cash values.
- Calculated and verified value of players' winnings or losses.
- Balanced books with daily summary reconciliations.
- Documented exchanges accurately, reconciled transactions and processed authorization forms.
- Reported and filed paperwork for casino transactions, noted and investigated discrepancies and reported on notable incidents.
- Completed casino cage transactions on behalf of customers.
- Processed various cash transactions and answered gaming customer questions.
- Prepared and issued money banks to change persons at start of each shift.
- Complied with gaming commission rules by verifying players' ages.
- Handled money, ticket and chips exchanges for customers.
- Quickly and accurately counted drawers at start and end of each shift.
Cashier
Winn Dixie Supermarket
03.2018 - 09.2019
- Checked out customers
- helped with facing
- Stocked
Independent Field Inspector
Palm Bay Services
06.2011 - 09.2018
- Drafted detailed reports on findings of inspections.
- Kept up-to-date on inspection regulations, codes, ordinances and techniques.
- Completed thorough written descriptions and took photographs to document conditions.
- Re-inspected commercial and residential constructions which previously failed inspections.
- Completed inspections of current construction, refurbishment and repair projects.
- Examined relevant documents prior to inspections in order to become acquainted with property features.
Customer Service Specialist
Aetna
06.2006 - 08.2011
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Updated account information to maintain customer records.
- Addressed customer account discrepancies and concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Tracked customer service cases and updated service software with customer information.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Communicated with clients regarding account services, statements, and balances.
- Adapted to new applications and maintained knowledge of current technologies.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Facilitated communications through management of inbound and outbound customer calls.
Customer Service Representative
Coventry Healthcare
02.2005 - 06.2006
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
High School Diploma -
Westwood High School
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Kansas City Community College
1999
Skills
- Data Evaluation
- Customer Relations
- Information Updates
- Problem Resolution
- Account Changes
- Inbound Customer Service
- Special Requests
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Timeline
Licensed Insurance Sales Professional
USAA Insurance
08.2023 - Current
Home Store Customer Care Representative
Ashley Furniture Customer Care Center
06.2021 - Current
Customer Service Representative
Pathema Gx Labs
11.2020 - 04.2021
Casino Cage Cashier
Hard Rock Casino
09.2018 - 09.2020
Cashier
Winn Dixie Supermarket
03.2018 - 09.2019
Independent Field Inspector
Palm Bay Services
06.2011 - 09.2018
Customer Service Specialist
Aetna
06.2006 - 08.2011
Customer Service Representative
Coventry Healthcare
02.2005 - 06.2006
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Kansas City Community College
High School Diploma -
Westwood High School