Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Kathleen Cooper

Sarnia,ON

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

20
20
years of professional experience

Work History

Customer Service Representative

RMH Teleservices
08.2003 - 06.2012
  • Delivered prompt service to prioritize customer needs.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Escalated complicated customer account issues to supervisors and help desk workers.

Customer Service Representative

NCO Group
09.2012 - 05.2018
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Answered over 50 calls per shift to meet fast-paced call center demands.
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.

Customer Service Representative

Marriott
09.2018 - 03.2023
  • Answered phone with friendly greeting to create positive inbound calling experience for customers/guests.
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific hotels.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Education

High School Diploma -

AMSS
Sarnia, ON

Skills

  • Credit Card Payment Processing
  • Active Listening
  • Professional Telephone Demean or
  • Understanding Customer Needs
  • Closing Sales
  • Product Promotion
  • Trained in Salesforce
  • Sales and Upselling
  • Call Controlling
  • Written and Oral Communications
  • Brand Promotion
  • High-Volume Environments

Timeline

Customer Service Representative

Marriott
09.2018 - 03.2023

Customer Service Representative

NCO Group
09.2012 - 05.2018

Customer Service Representative

RMH Teleservices
08.2003 - 06.2012

High School Diploma -

AMSS

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Kathleen Cooper