Kaitlin Cooper
Hamilton,ON
Summary
Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.
Overview
5
5
years of professional experience
Work History
Sales Representative
24 PetWatch
03.2023 - Current
- Managed over 40 customer interactions daily
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations
Customer Service Representative
Shop Vejii
08.2021 - 07.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Tracked customer service cases and updated service software with customer information.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Provided primary customer support to internal and external customers.
Insurance Representative
Manion Wilkins
10.2020 - 08.2021
- Responded to customer calls swiftly to resolve issues and answer questions.
- Supported customers in insurance application completion while liaising between company and client.
- Acted as emotional support for customers experiencing catastrophic situations.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services, and company information.
Customer Service Associate
Lawlor Safety
08.2018 - 03.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Informed customers about special promotions and provided detailed information for various products.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Education
Associate of Arts - Tourism And Hospitality Management
Mohawk College of Applied Arts And Technology
Hamilton, ON06.2019
Skills
- Decision-Making
- Good Telephone Etiquette
- Excellent Communication
- Corporate Policies and Procedures
- Billing Adjustments and Refunds
- Microsoft Office
- Calm and Professional Under Pressure
- Customer Data Confidentiality
- High-Volume Environments
- Online Chat
- Call Center Operations
Timeline
Sales Representative
24 PetWatch
03.2023 - Current
Customer Service Representative
Shop Vejii
08.2021 - 07.2022
Insurance Representative
Manion Wilkins
10.2020 - 08.2021
Customer Service Associate
Lawlor Safety
08.2018 - 03.2020
Associate of Arts - Tourism And Hospitality Management
Mohawk College of Applied Arts And Technology
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