Customer Service Human Resources

Yolanda W. Cooper

**** *** **** *****, ******, Florida 32765

Home: 407-***-**** – ***********@***.***

Professional Summary

Ultimate goal is to obtain a position in the human resources department of a major Organization. A self-motivator with a drive and desire to provide exceptional communication and computer capabilities along with excellent communication with 15 years as a Benefits Coordinator within a demanding call center environment. Provide customer support in a high call volume environment daily. Exceptional aptitude with telephone etiquette and computers.

Skills

Highly organized Customer interface expertise

Human resources policies Customer interface expertise

Fast Learner Exceptional workflow management

Attention to detail Adheres to customer service procedures

Work History

01/2001 to Current AON – Orlando, FL

Benefits Coordinator

Responsible for training new employees on plan provisions, computer systems and company procedures for U.S. and Puerto Rico

Resolved all escalated customer complaints with a high level of professionalism

Implemented operations initiatives to enhance and improve the overall customer experience

Train employees with assessing their professional goals

Mastered customer service environment regarding databases and systems

Supervise employee relationships

Execute exemplary customer service to clients

Responsible in converting employee status from temporary to permanent due to performance

Answered an average of 50+ calls per day by addressing customer inquiries, solving problems and providing new product information

Executed superior customer experience while addressing customer concerns, demonstrating empathy and resolving problems on the spot.

10/2000 to 01/2001 WMFE-TV/FM – Orlando, FL

Audience Services Representative

Resolved member concerns regarding purchases

Created monthly reports from Team Approach software

Mastered ability to identify customer concerns

Greeted numerous visitors, including VIP’s vendors and interview candidates

02/2000 to 10/2000 Executive Secretary

Daily contact with support team regarding customer concerns

Mastered security protocol involving confidential matters

Maintained government regulations regarding the television and radio industry

Expert preparation of luncheons and travel arrangements involving the President and staff

Coordinated board and committee meetings, including schedules, distributions and information preparation

Maintained travel calendars regarding business and social events

Retrieved signatures for financial document and internal and external invoices

Screened all visitors while directing them appropriate office

Mastered and maintained a clean reception area including associate lounge

Professionally answered and managed incoming and outgoing calls and recording accurate messages

01/1992 to 01/1998 Nielsen Media Research, New York, NY

Contract Assistant

Stellar customer service provided

Researched and managed complex issues regarding televisions provisions and programming

Managed and processed appropriate procedures necessary to fulfill and complete inquiries.

Organized forms, provided photocopies, record filing along with preparation of reports and correspondence

Scanned documentation and entered information into database

Entered numerical data revolving around channel statistics

Education

2014 STRAYER UNIVERSITY, Orlando, FL

BBA – Bachelor of Business Administration

Graduated: Cum Laude GPA: 3.8

Graduated with Honors

Coursework in Psychology, Sociology and Communications

Coursework in Business, Accounting and Finance

1991 QUEENSBOROUGH COMMUNITY COLLEGE, Bayside, NY

AAS – Associates of Applied Science

Liberal Arts

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