Customer Service Specialist
Resume:
Corey L Cooper
Remote Customer Service Specialist Leadership in EMS & Government Administration
Proven Team Management & Problem-Solving Skills
St. Louis, MO 63122
**********@*****.***
With extensive experience in remote customer service, emergency medical services, and government administration, I excel in communication, problem-solving, and leadership. As a COO and Crew Chief, I have successfully led teams and ensured efficient operations in high-pressure environments. Education
• BS in Paramedicine, Lindenwood University (in progress)
• AS in Emergency Medical Technology/Technician (EMT Paramedic), Jefferson College Skills
• Proficient in Microsoft Word and CRM systems
• Knowledge of government processes and urban planning
• Expertise in emergency management and disaster response
• Strong organizational and record-keeping abilities
• Excellent communication and interpersonal skills
• Experienced in remote work environments, providing exceptional customer service and support I am passionate about excelling in remote customer service roles, leveraging my communication skills and diverse expertise to deliver outstanding results and foster a collaborative work environment. Willing to relocate to: St. Louis, MO - Dallas-Fort Worth, TX - Oklahoma City, OK Authorized to work in the US for any employer
Work Experience
Customer Care Advocate
Axion Contact · Contract-St. Louis, MO
March 2024 to Present
As a remote Care Specialist for Axion Contact on the Medicare Project, my role is to provide exceptional customer service and support to Medicare beneficiaries. I handle inquiries, resolve issues, and ensure a positive customer experience. I respond to inquiries via phone, email, and chat, providing accurate information about Medicare plans and services. I meet or exceed performance metrics and bring over 20 years of experience in public safety and online customer service to this role. My empathetic and patient approach, strong communication and problem-solving skills, and commitment to exceptional customer service enable me to adapt to new challenges effectively. Senior Subject Matter Expert
C.L.C. Emergency Management and Consulting · Contract-Dallas-Fort Worth, TX September 2018 to Present
Plan and direct disaster response or crisis management activities, provide disaster preparedness training and prepare emergency plans and procedures for natural (e.g., hurricanes, floods, earthquakes), wartime, or technological (e.g., nuclear power plant emergencies or hazardous materials spills) disasters or hostage situations.
Chief Operating Officer (COO)
Ephraim's Heart Medical-Dallas-Fort Worth, TX
March 2020 to August 2024
As COO at Ephraim’s Heart Medical Center, I oversee daily operations, enhance patient care, and ensure safety. I collaborate on strategic plans, implement quality assurance, and manage the Communication Specialist team. I coordinate telemedicine, global care, and emergency responses. I lead projects, develop medical resources, and promote professional development. With over 20 years in public safety and online customer service, I excel in healthcare operations, regulatory compliance, and patient safety. I possess strong communication, leadership, and problem- solving skills, and am committed to continuous improvement and positive relationships with staff, patients, and stakeholders.
Consulting Specialist- Paramedic
Amphibious Medics · Freelance-Dallas-Fort Worth, TX January 2019 to July 2024
Provide expert clinical guidance and support in healthcare settings. Responsibilities include clinical leadership, strategic planning, quality assurance, and emergency response coordination. Enhance patient care, safety, and operational efficiency.
Administrative Assistant/CSR Customer Service Representative Lloyd Agencies-Hurst, TX
February 2020 to April 2023
• Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Demonstrated accuracy and productivity in a changing environment with constant interruptions.
• Demonstrated ability to analyze information, problems, issues, situations and procedures to develop effective solutions.
• Ability to exercise strict confidentiality in all matters. Contact At Once/Chat Support Agent/ Concierge Agent Dynamic BDC-Hurst, TX
April 2021 to June 2022
• Respond to Customer Queries: Promptly address customer inquiries via email or live chat, listening carefully to understand and resolve issues according to protocol.
• Document Issues and Resolutions: Record each customer interaction, detailing questions, problems, and solutions to enhance organizational efficiency.
• Stay Informed on Products and Services: Keep up-to-date with the organization’s offerings to provide accurate and effective customer support.
• Develop Customer Service Solutions: Suggest improvements based on customer interactions and track common issues to enhance service quality.
• Identify Website Errors: Report recurring technical issues to the IT department for swift resolution, ensuring a smooth customer experience.
Customer Service Representative/Fund Raiser
InfoCision-Hurst, TX
February 2021 to April 2022
As a Customer Service Representative/Professional Fundraiser at InfoCision, your responsibilities include managing inbound and outbound calls, conducting fundraising calls, maintaining donor records, achieving fundraising targets, participating in training sessions, collaborating with team members, and ensuring compliance with company policies and procedures. This role requires excellent communication skills and the ability to work effectively in a remote environment. If you are passionate about making a difference and engaging with people, this position offers a rewarding opportunity to contribute to meaningful causes.
Advanced Care Tech- Paramedic
Medical City Healthcare (Formerly HCA North Texas)-Dallas-Fort Worth, TX October 2019 to April 2022
Working as a paramedic in a hospital's emergency room involves a wide range of critical responsibilities to ensure the well-being of patients in need. Some common tasks include:
• Providing emergency medical assistance such as administering CPR, controlling bleeding, immobilizing fractures, bandaging wounds, establishing and maintaining IV access, administering fluids and medications as directed by a physician, and performing advanced emergency procedures as directed by a physician.
• Quickly assessing a patient's condition, administering first aid or life support, safely transferring patients, reporting observations and actions to other healthcare staff, documenting medical treatment, and maintaining a well-equipped and organized emergency medical environment. Communications Specialist
Children's Health-Dallas-Fort Worth, TX
February 2019 to July 2021
During my time as a Communications Specialist at Children's Health Dallas, I coordinated and tracked transport vehicles, managed patient transfers, and ensured the safety of the transport team. This included handling telemedicine communications, coordinating medical care and evacuations, and maintaining global medical resources. I also led projects assigned by the Medical Coordination Manager and monitored personnel accountability during crisis events. My role was crucial in ensuring the safety and efficiency of medical transport and communication operations at Children's Health Dallas. Emergency Medical Technician - Paramedic
Texas Health Resources-Arlington, TX
June 2019 to October 2019
Working as a paramedic in a hospital's emergency room involves a wide range of critical responsibilities to ensure the well-being of patients in need. Some common tasks include:
• Providing emergency medical assistance such as administering CPR, controlling bleeding, immobilizing fractures, bandaging wounds, establishing and maintaining IV access, administering fluids and medications as directed by a physician, and performing advanced emergency procedures as directed by a physician.
• Quickly assessing a patient's condition, administering first aid or life support, safely transferring patients, reporting observations and actions to other healthcare staff, documenting medical treatment, and maintaining a well-equipped and organized emergency medical environment. Paramedic Crew Chief
City of St. Louis Fire Department (EMS)-St. Louis, MO January 2006 to July 2018
During my time in the role, I had the vital responsibility of ensuring the delivery of advanced medical care to critically ill and injured patients, while guaranteeing their safe transport. In addition to providing direct patient care, I played a pivotal role in training new paramedics, supervising paramedic street crews, and developing and implementing comprehensive standard operating procedures, policies, and training programs. Moreover, I actively participated in setting and reviewing employee goals and department objectives, contributing significantly to the overall success of the organization. Paramedic
Gateway Ambulance-St. Louis, MO
January 2005 to January 2006
I have extensive experience in delivering first aid, basic life support, and transporting patients to healthcare facilities during emergencies. I have effectively transferred patients to nursing homes and other long-term care facilities promptly and with the utmost care. My skill set encompasses customer service management, prehospital care, ambulance operations, customer experience, interpersonal skills, time management, and data entry.
Pellet Plant Operator
Westinghouse Electric Company, LLC-St. Louis, MO
August 2000 to March 2001
Appointed as a member of the site's Emergency Response Team to respond to any emergency that may arise. I was given charge of setting up, calibrating, and maintaining equipment for fuel pellets. I also conducted thorough quality assurance checks on the fuel pellets before they were inserted into fuel rods. My responsibilities encompassed customer service management, ensuring a positive customer experience, and efficient time management.
Education
Bachelor of Science in Paramedicine
Lindenwood University - Saint Charles, MO
2024 to Present
Associate of Applied Science in Paramedicine
Jefferson College - Hillsboro, MO
September 2001 to June 2005
The Associate in Applied Sciences (AAS) in Paramedicine is a nationally accredited program designed to prepare students to become Paramedics. This program is a formal education in such paramedicine topics as anatomy and physiology, pathophysiology, cardiology, pulmonary, pharmacology, pediatrics, geriatrics hematology, and toxicology. Paramedicine builds upon EMT education and includes paramedic scope of practice. Paramedicine is integrated with fire service, law enforcement, ground transport services, flight transport services, search and rescue, hospitals, clinical settings, community paramedicine, and EMS education.
Certificate College Diploma in Minor Medical/Fire Science Jefferson College - Hillsboro, MO
August 1997 to July 1998
Fire Fighter IThe written exam for this level consists of 100 multiple-choice questions referenced to the NFPA 1001-2019 standard. Students have two hours to complete the written exam. The student must achieve a score of 70 percent on the exam in order to qualify for certification. Students must also successfully complete a practical skills exam.
Fire Fighter IIThe written exam for this level consists of 100 multiple-choice questions referenced to the NFPA 1001-2019 standard. Students have two hours to complete the written exam. The student must achieve a score of 70 percent on the exam in order to qualify for certification. Students must also successfully complete a practical skills exam.
Fire Fighter I and II certification levels are internationally accredited by IFSAC and Pro Board. General Education Degree in General Studies
Desoto Senior High School - DeSoto, MO, USA
August 1990 to June 1993
A general education degree is an undergraduate program that offers a broad knowledge base and flexible career options, preparing students for advanced studies and diverse entry-level careers. Skills
• Documentation Review
• Outbound Sales
• Medical Records
• Case Management
• Triage
• Epic
• Operations Management
• Live Chat
• EMT Experience
• EMR Systems
• Patient Care
• Nursing
• Hospital Experience
• Employee Orientation
• HIPAA
• Medication Administration
• Quality Assurance
• Fundraising
• Relationship Management
• Customer Relationship Management
• Emergency Management
Certifications and Licenses
ACLS Certification
EMT Certification
BLS Certification
Contact this candidate