Zaneta Cooper
Customer Service Manager
Goose Creek,WI
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
Work History
Customer Experience Representative
Dominion Energy
North Charleston, SC
10.2022 - Current
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
- Documented customer interactions in internal database to maintain customer service history details.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences
- Utilized telephone, online chat and email platforms to deliver outstanding customer service
Tech Coordinator
Verizon Wireless
North Charleston, SC
02.2015 - 08.2022
- Take inbound calls to provide real time support to employees while supporting team via live chat
- Billing explanations, retention, and processing payments
- Oversaw work of technical team and tracked progress against assignment objectives
- Collections Suppression
- Provide global tech support
- Handled escalated calls for technical support to back up team members
Owner/ Operator
Shoes Shoe's House Daycare
West Haven, CT
01.2012 - 12.2014
- Managed day-to-day business operations.
- Trained and motivated employees to perform daily business functions.
- Optimized team hiring, training and performance.
- Devised processes to boost long-term business success and increase profit levels.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Consulted with customers to assess needs and propose optimal solutions.
Facility Coordinator
LogistiCare
Wallingford, CT
02.2009 - 11.2011
- Coordinate medical transportation for mental health facilities throughout Connecticut and New York
- Answering phones, filing, faxing, data entry
- Served as point of contact for internal and external customers seeking support and information.
- Prepared reports and schedules with accuracy.
- Oversaw team of schedulers
Education
Bachelor of Arts - Business Administration/ Human Resource Management
Strayer University
Charleston, SC06.2023
Skills
- Responding to Difficult Customers
- Team Management Experience
- Needs Assessment
- Financial Services
- Building Customer Trust and Loyalty
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Data Entry and Maintenance
- Technical Support and Assistance
- Customer Retention Strategies
- Performance Goals
- Training Junior Team Members
- Calm and Professional Under Pressure
- Order and Refund Processing
- Understanding Customer Needs
- Customer Account Management
- Call Center Customer Service
- Upbeat and Positive Personality
- Billing Adjustments and Refunds
- Professional Relationships
- Excellent Attention to Detail
- Information Updates
- Team Goals
- Administrative and Office Support
- Credit and Debt Card Processing
- Proactive Self-Starter
- Proficiency in Microsoft Office and G Suite
- Document and Records Management
- High-Volume Environments
- Billing Procedures
- Effective Customer Communication
- Team-Oriented and Cooperative
- Computer Proficiency
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Experience Representative
Dominion Energy
10.2022 - Current
Tech Coordinator
Verizon Wireless
02.2015 - 08.2022
Owner/ Operator
Shoes Shoe's House Daycare
01.2012 - 12.2014
Facility Coordinator
LogistiCare
02.2009 - 11.2011
Bachelor of Arts - Business Administration/ Human Resource Management
Strayer University
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