AFRIKA K. COPPIN

**** ******* *** *, ***** NY ***53 929-***-**** adwci2@r.postjobfree.com

Professional

Summary

Ten years plus of rewarding and outstanding experience in Customer Care and Support. Versatile, objective researcher in pursuit of better strategies and insights to drive impactful results. A team player with the distinctive ability to build effective relationships on all levels.

Key

Competencies

Effective

Communication

Analytical

Customer retention & de-escalation

Attention to detail

Tech-savvy

Effective task management

Work History

JobTarget CT Compliance Specialist Jan 2022 - present

●Implement new bookings with clients to create technology to distribute job postings

●Schedule and direct weekly meetings with clients to advise on status and make requests

●Collaborate with the Development Team on necessary parameters to satisfy client’s needs

●QA system in UAT and PROD statuses before technology goes live

JobTarget CT Client Support Representative, Level 2 Oct 2021 - Jan 2022

●Maintain a level of expertise on JobTarget products, features, and operations; translate that knowledge into solutions for our customers.

●Answer a large volume of emails and phone calls; clearly communicate ideas and give direction to customers, effectively respond to all aspects of customers' inquiries.

●Resourceful problem-solving skills: ability to seek out appropriate points of contact to get the necessary information.

●Proactively communicate with existing client base to ensure customers’ experience with JobTarget exceeds their expectations.

mr.steam NYC Technical Support Specialist Dec 2019 - Oct 2021

Provide technical support of electric steam systems and boilers for residential, commercial, and industrial customers

Communicate with customers, representatives, or service technicians via telephone and email concerning product and service issues.

Input customer, technical data, and service call reports into the company CRM program. Direct instructions through troubleshooting tactics to remedy issues with equipment kate spade new york c/o Adecco NA NYC Client Relations Coordinator Jun 2019 - Oct 2019

Provide exemplary service in combination with sound judgment, empathy, patience, and balanced decision-making skills, to resolve customer concerns quickly

Make recommendations for policy & procedure updates based on customer feedback and trends

Anticipate challenges and obstacles and proactively offer personalized resolutions for each customer’s scenario

Assist with communication of brand initiatives to kate spade field teams as necessary

Newton Baby, Inc. c/o Adecco NA NYC Customer Care Lead Nov 2018 - May 2019

Address customer inquiries and complaints for two separate businesses simultaneously

Troubleshoot and resolve product issues and concerns

Develop and maintain a knowledgebase of evolving products and services

Assist and educate about product use and services to assure an informed purchase

Apple, Inc. NYC Specialist Sep 2017 - Jan 2019

Advise, sell, and set up new customer products

Uncover customers’ needs to follow through with enlightening solutions

Help customers develop lifelong relationships with Apple

Solomon Page Group NYC Contract Staffing Apr 2017 - Nov 2018

PVH Corp. – Compliance Training Coordinator

Global Strategy Group – Project Coordinator

Refinery29 – First Impressionist

Assured Guaranty – Receptionist

Leiter Property Management – Receptionist

LegalZoom.com Austin TX Customer Care Specialist – Tier 2 Escalations Nov 2015 - Jan 2017

Resolve issues and serve as liaison between customers and other departments to communicate information.

Proficiently utilize Customer Care tools, systems, and procedures to support customer needs

Consistently demonstrate positive and professional behaviors while effectively handling difficult situations.

Home Depot c/o KForce Austin TX Help Desk Support – Tier 1 May 2015 – Nov 2015

Supported end-user hardware and software applications using SAP

Kept accurate records of customer interactions, complaints, and actions taken

Maintained existing systems to ensure operational stability for user group

AT&T Mobility Austin TX Customer Care Specialist – Live Chat Dec 2014 – Apr 2015

Consulted with customers to provide information about products and services

Resolved customer complaints by troubleshooting, warranty exchanges, insurance claims, or adjustments

Technical Background

Platforms: Windows, iOS

Microsoft Office: Word, Excel, PowerPoint, Access

CRM Software: Salesforce Service Manager SiteLink Genesys CS & Ticketing Platform: Zendesk Service Now SAP ClickUp Jira e-Commerce Software: Shopify LMS Software: CrossKnowledge

Examined technical manuals and conducted computer diagnostics to determine the root cause of technical issues

Contact this candidate