SERENITY COOPER

Operations/ Data Analyst

Sales and Service

**** ****** **. *********, ** 21234 ad1l7m@r.postjobfree.com

410-***-****/ 443-***-****

Willing to relocate within 10-mile radius

WORK EXPERIENCE

Sales Operations Coordinator, III

Comcast Business - 11800 Tech Road, Silver Spring, MD 20904

(Analyst – Data Entry)

June 2022 - Present

Project management – Coordinating presentations via Microsoft PowerPoint; creating and presenting PowerPoint presentations relating to existing/upcoming products and knowledge/ business practices directly correlating with Comcast practices and policies.

Management of NED- BLT SForce Distro-Box in Microsoft Outlook: responding to customer inquiries; daily correspondence from customers looking for construction and installation/scheduling updates

Navigate through multiple operation systems such as SalesForce/WorkBench/CSG to track and monitor construction orders

Use of MySource for terminology and product information

Customer resolution; providing construction status/updates via outbound calls and emails (NED-BLT BSS SForce) to customers.

Daily use of operation systems such as CSG and WorkBench for scheduling/monitoring completion of Tech Visits for PIE /Video service work-orders and account management – Monitor/Analyze P.I.E (Private Infrastructure Evaluation) surveys/queues along with proper allocation/reassignment to correct department

Use of Workbench to monitor/manage Complete Pre Order Site Surveys relating to construction statuses

Monitor leads/cases in SalesForce regarding Construction/Installaton status and documentation of updates

Ordering and monitoring of Advanced Configure Video Customer Premise Equipment (CPE) for Hospitality customers in WorkBench/CSG

Daily use of Microsoft Outlook for customer/company internal updates

Use of Microsoft Teams for internal communications relating to customer inquiries and account status

Use of applications such as Café and ID-LookUp to locate customer accounts/ and service Tech information

Operations Specialist- Data Analyst

Morgan Stanley – Baltimore, MD 1300 Thames St

(Banking - Senior Funding)

*Secondary Trade Closer

October 2021 – June 2022

Trade closing, and account allocation.

Report filing, time lining events

Account management

FX Operations Specialist - execute Operations processes / supports process management and project efforts.

Demonstrate detailed knowledge of the processes/processing, projects, systems, markets and instruments that influence Trade closing

Analyze and expose complex issues, identifying root causes and proposing future actions.

Ensures Compliance Courses and Policies are completed on a timely basis.

Builds and manages relationships on a day-to-day level with Business Unit partners, other Morgan Stanley infrastructure departments, and external contact points in Client organizations

Daily use of Clearpar, ALP, LMS, GLS, LoanIQ for account management

*MSFS Operations ISG (Morgan Stanley - Mutual Funds Servicing/ Prime Brokerage)

Creating Excel spread sheets

Account opening and allocation

Servicing/filing reports

Follow strict risk reduction procedures and strategies

Sr. Level Data entry

Daily Use of PIPE/LMS/GLS for account management

Retail Investment Specialist

T. Rowe Price - Baltimore, MD 4505 Painters Mill Rd

September 2019 to 2021

•Provide financial advice and match financial products with customers' needs and goals.

•Develop long-term rapport with customers and foster profitable relationships.

•Monitor market trends, identify and pursue potential customer leads

•Discuss clients’ financial concerns, questions, and needs

•Answer incoming calls and respond to client’s emails

•Manage and resolve client complaints

•Identify and escalate issues to supervisors

•Provide product and service information to clients

•Research required information using available resources

•Research, identify, and resolve customer complaints using applicable software

•Process orders and forms

•Route calls to appropriate resources

•Document all call information according to standard operating procedures (ACW)

•Observe, document, and alert the management team of trends in customer calls

•Follow up customer calls where necessary

•Complete call logs/ trade logs and reports

•Process financial trades

Sales and Service Representative

BGE Home (Inbound Call Center) – 1409 Tangier Dr. Middle River, MD November 2017 to August 2019

Customer Service: High volume calls - over 65 calls per day.

Member services: Adherence to matrix scheduling, Average Handle Time and After Call Work

•Payment processing and payment plan setup. (Sales and Service over 3 years)

•Inbound calls servicing new/existing customers as well as upselling for better rates.

•Scheduling Appointments for Service of appliances

• 98% QA scores

•Accurately entering data associated with appliances in timely manner into appropriate systems

•Verified completeness and accuracy of service requests forms and complaints

•Proactively identify issues and works with others to resolve them.

Connection/Home Device Specialist

AT&T Communications - Eldersburg, MD January 2017 to October 2017

•Customer Service/Sales of new accounts

•Line/Data porting

•UPT Tracking

•Cellular/ DirectTV sales

•Device Troubleshooting

Retail Sales Associate

VERIZON WIRELESS

2014 to December 2016

•Face to Face, over the phone Customer Service

•Sales of VZE Wireless Devices/FIOS TV/Internet

•Scheduling Appointments for Customer Troubleshooting

•Utilized Windows Computer for input of Sales orders and Appointments

(Seasonal Work, hired then returned due to school)

EDUCATION

Bachelor's in Business Administration

University of Baltimore - Baltimore, MD January 2014 to December 2016

High school diploma in General Studies

Newtown High School - Owings Mills, MD August 2010 to May 2014

SKILLS

Financial Services (5 years), CSG, WORKBENCH, SALESFORCE, BUNDLE BUILDER, Microsoft Windows, Excel, ALP, LMS, GLS, Loan servicing, Data Entry, Operations, Retail Sales Upselling, Cash Handling, Cold Calling, Quality Assurance, Inside Sales, Telemarketing, Help Desk, Computer Networking, Troubleshooting, Desktop Support, Active Directory, Network Support, Computer literacy, English, Customer Service, VPN, Clearpar, and other Operating Systems

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