Customer Service, Data Entry, Coordinator, scheduler, administrative

Starr Cooper

** ********’s Harbor Dr #***

252-***-**** / *****.******@*****.***

SKILL SUMMARY:

Success driven: Efficient project, team, and time management. Effectively coordinates and leads in high pressure, complex situations.

Motivated: appreciates a challenge and can work independently or within a team with equal enthusiasm.

Outgoing: Strong interpersonal and professional written and oral communication skills. Also understands the benefits of excellent customer service and teamwork. Fosters improved functionality and productivity for the entire team.

“I am confident that I will be a positive asset to any team. It is a guarantee that I will perform my duties with enthusiasm, attentiveness and integrity.” EMPLOYMENT HISTORY & EXPERIENCE:

XPO Logistics - Sales Assistant (11/2021 - current)

● Maintain reports, track shipments, and solve issues that arise, ensuring that our customers have a positive experience. Support Sales with managing the branches key accounts

● Enter loads and confirm notes about the status of shipments

● Schedule pickup and delivery appointments with warehouses and customers

● Track the status of shipments from inception to delivery, and communicate with the customer on the status of the shipments

● Handle any issues that arise on shipments and share information and updates with the customer

● Reconcile Billing; AR, confirm billing information, submit for payment.

● Enter information into the Transportation Management System (TMS) and prepare loads for accounting; ensure that entries are accurate and complete

● Communicate all shipment, billing or follow-up issues to the Sales Manager and Carrier Operations Group

● Prioritize the daily workload and focus of your accounts, including load entry, tracking and reporting

● Monitor report cards

PNC Bank - Contractor Aerotek - Virtual Loan Document Specialist (4/2021 - 11/2021)

● Process small business banking applications while ensuring compliance with company policies and SBA government regulations.

● Performed duties related to the processing and/or closing of loans in the pipelines of all loan types and entities.

● High volume of applications reviewed using multiple databases to determine eligibility while striving for 100% accuracy on inputted data, and a disposition time frame of less than 24 hours of application being submitted.

● Reviewed and verified that all documents were included and calculated for approval prior to releasing to SBA for funding associated with the Paycheck Protection Program.

● Reviewed applications with errors to correct and move forward or to have the applicant contacted to discuss how to proceed.

Wells Fargo N.A. - Contractor Disys - Virtual Loan Document Specialist (1/2021 - 4/2021)

● Identical to above position with PNC bank.

● Team Leader - Assisted in the training of new group members, provided customized tracking tools for the team to keep organized and ahead on team level competitions. Roundpoint Mortgage Servicing NC,SC - Customer Service (3/2019 - 3/2020)

● Driven: Received consecutive top tier bonuses on scorecard for one call resolution, surveys, call-time, adherence, transfers to 3rd parties, payment processing and fee collection.

● White Glove: went far and beyond for customers in times of hardship. To work within my means to preserve good standing on accounts. Frequent honorable mentions via optional survey messages, email and direct communication with leadership up to the Vice President.

● Technology: Dual screens switching, multiple databases, information resources, payment processing, and communication software.

● Teamwork: Maintained friendly and professional relationships with members of all teams and leadership. Although the position is very competitive, no hesitation was given to assist management, co-workers and new hires, ultimately increasing our group stats without much impact on personal scorecard. Trusted for shadow training of new team members. ProSeries Tax Software Support - Contractor Arise - Customer Service (12/2018 - 03/2019)

● Motivated: great scorecards allowed for access to more flexible selection of shifts.

● White Glove: Extremely patient with less tech savvy clients, strived for one call resolutions, many frustrated customers appreciated demeanor and knowledge.

● Technology : Dual screens and daily use of the following systems: Client Program Software, Client Chat Room, VPN, Citrix, Salesforce, Amazon Connect and Multiple Browsers.

● Efficient: Use of proper chat language to swiftly resolve customer needs. Zaxby’s Inc, NC- General Manager – (ServSafe Certified ) 2017 - 2019

● Hiring: Interview, onboarding, training and management of over 150 Managers and Team Members for 5 locations.

● Excellence: increased sales by re-establishing lost customer relationships and gaining new. Maintained high standards of facility maintenance and cleanliness for a high-volume, fast-paced environment. Gained a reputation for building friendly, committed, and well trained teams. Dedication of employees showed in high scores against both state and industry standards.

● Routines: Managed inventory, truck orders, weekly summaries and reports, admin/data systems, new hire screening and staff reviews

Zaxby’s Inc, NC - Assistant Manager (ServSafe Certified) 2015 - 2017

● Technology: Micros POS system, Cash handling and credit card system procedures

● New location opening : Training/Cross-training team members, assembly of equipment and training of use, maintenance.

● Integrity: Closely adhered to procedures for safe food preparation, handling, and presentation.

● Leadership: Clear communication and a consistent show of appreciation and encouragement to staff. Sincere, friendly interactions with guests and resolved issues professionally and effectively. Daily Metrics reporting, paperwork, and assistance beyond duties specified. US Training Center/ACADEMI, NC - Operations Support Specialist III 2011 - 2013

● Coordination: department calendar, booking meetings & recording minutes. Met frequently with other departments to develop and improve procedures, then updating and instructing teams with use of PowerPoint and flowcharts.

● Recruitment Support: Applicant tracking system administration and maintenance including background check submissions and call center coordination. Marketing & outreach, Building & maintenance of a recruitment database, 24/7 on call for students troubleshooting TASS (CAC) and AKO/JKO Trainings and registrations. Pre-deployment documentation tracking and support; authorized SPOT account holder, travel confirmations

● Data & Reporting: Daily Executive Brief, database development and maintenance, metrics reporting for Monthly Business Review, departmental metrics: Weekly & monthly pipeline tracking

US Training Center/ACADEMI, NC - Marketing Associate 2013 – 2015

● Coordination: Full time coordinator of Social Media and digital Media Marketing for all ACADEMI locations, surpassing the year’s strategy for Facebook, Twitter, and LinkedIn by 250-350%.

● Developed and executed go-to-market strategies and marketing campaigns.

● Reported weekly and monthly analytics to Executive Staff for Social Media, website, ads and mailers, the company Newsletter, and individual campaigns.

● Reported to PR Manager and VP of Strategic Initiatives for event coordination, guest services, VIP accommodations, and photography of corporate and company events.

● E-Commerce and website support for all locations Education Some College; High School Regents Diploma w/ High Honors Recognition

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