Customer Service Technical Support
Resume:
Quantella Cooley
Customer Service/Technical Support/Management
Kinston, NC 28501
********@*****.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Retail Store Manager
Optimum (U.S.)-Kinston, NC
May 2024 to Present
• Oversee all aspects of store operations, including sales, customer service, inventory management, and staff scheduling
• Led a team of 10 employees, providing guidance and support to ensure efficient operations
• Developed and implemented strategies to improve productivity and streamline processes
• Managed daily operations, including scheduling, inventory management, and customer service
• Achieved 100% increase in sales through effective staff training and motivation
• Conducted performance evaluations for team members, identifying areas for improvement and implementing training programs
• Maintained high standards of quality control to ensure customer satisfaction
• Oversaw the hiring process, conducting interviews and making hiring decisions based on qualifications and fit with company culture
• Provided ongoing coaching and mentoring to team members, supporting their professional development
• Resolved customer complaints or issues promptly while maintaining a positive brand image
• Ensured compliance with all regulatory requirements related to health, safety, sanitation, etc
• Managed multiple projects simultaneously within established timelines
• Identified areas for process improvement through data analysis
• Implemented employee recognition programs that increased morale by 75%
• Increased customer satisfaction scores by 85% through implementation of new service protocols Retail Sales Consultant
Optimum-Rocky Mount, NC
November 2022 to May 2024
2023 Presidents Club Winner
Maintained top 5% in Sales for the year 2023
Store Team Lead
Confer with customers face to face for account maintenance, payments, equipment support, and mobile sales and support. Help develop, lead and train my fellow teammates in the Rocky Mount Retail location. Set record breaking sales individually and for the store.
• Straightened merchandise displays on sales floor
• Operated point-of-sales (POS) system
• Managed inventory and stock room
• Leadership
• Team Building
• Performance Management
• Project Management
• Conflict Resolution
Customer Service Representative
Conduent-Raleigh, NC
May 2017 to May 2018
Confer with customers by telephone for account maintenance, troubleshooting equipment, payments and all other equipment support.
Customer Service Representative
Time Warner Cable now Spectrum-Morrisville, NC
July 2016 to March 2017
Consultation with customers by phone in reference to account management, billing, remote equipment repair, products and services.
Customer Service/Technical Support
Convergys-Greenville, NC
August 2015 to February 2016
Responsibilities: Confer with customers by telephone for account maintenance, troubleshooting equipment, payments and collections and all other equipment support. Production Worker
Kelly Services-Rocky Mount, NC
December 2014 to August 2015
Responsibilities
Operate a machine that makes parts, Assemble parts, make boxes, pack parts and ship to customers. Light cleaning.
Customer Service/Retention Specialist
Working Solutions-Rocky Mount, NC
July 2011 to October 2011
Responsibilities: Consultation with customers via telephone in reference to what products, services, and features are available with either the package they are currently subscribed to or other packages or promotion available, also assist with how to obtain and print credit reports, and negotiate with customers in attempt to retain them.
Customer Service/Office Management
Galloway's Cleaning Services-Henderson, NC
October 2008 to October 2011
Responsibilities: Consultation with customers by telephone or in person to provide cleaning services, Maintain Inventory, Used database to maintain business information, performing cleaning services, oversee 5 employees.
Customer Service/Technical Support Representative
Cloud Ten Corporation-Centennial, CO
October 2010 to February 2011
Supervisor: Immanuel Perry
October 11, 2010 to February 3, 2011
Responsibilities: Confer with customers over the telephone for, basic account management, collections, equipment troubleshooting, retention.
Customer Service/Technical Support Representative
West Corporation-Rocky Mount, NC
August 2005 to August 2006
Responsibilities: Confer with customers by telephone for account maintenance, troubleshooting equipment, payments and collections and all other equipment support. Education
Some Credits in Associates of the Arts focus on Business Adminstration University of Phoenix-Online Campus - Phoenix, AZ
2016 to 2018
Adult High School
Edgecombe Community College - Rocky Mount, NC
2007
Skills
• Call Center
• Customer Service
• Customer Care
• CSR
• Customer Support
• Technical Support
• Negotiation
• Account Management
• Office Management
• Microsoft Excel
• Microsoft Word
• Microsoft Powerpoint
• Microsoft Office
• Troubleshooting
• Retail sales
• Cash handling
• Quality assurance
• QuickBooks
• Help desk
• Customer service
• Typing
• Cash handling
• Retail sales
• POS
• Account management
• Google Docs
• Zendesk
• Windows
• Google Suite
• SharePoint
• Office management
• QuickBooks
• Fair Housing regulations
• Cash register
• Technical support
• Live chat
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