Call Center Customer Service

Al Cooper

***********@*****.***

513-***-****

I am excited to return to the workforce after taking time to fulfill my role as a caretaker. Prior to my time away, I accumulated several years of experience in banking, call center management, and healthcare claims processing. I look forward to leveraging my skills and expertise in a new opportunity. Health Plan Advisor

UnitedHealth Group (Cincinnati, OH) Oct 2015 - Feb 2021

• Concierge Health Care, Claim Processing and Issue Resolution

• Assisted members with benefits eligibility and claims-status inquiries Civilian Recovery Collector

SNAAC (Mason, OH) June 2013 - Oct 2015

• Consistent top performer in dollars collected

• Maintained a high level of customer service

• Ensured all compliance and quality guidelines were met or exceeded Manager/Recovery Collector

ALLIANCE DATA (Milford /Columbus, OH) Mar 2010 - Jan 2013

• Top recovery collector for two years

• Promoted to Manager in January 2012, relocated to Columbus

• Documented and standardized operating procedures Owner

CARING TRANSITIONS OF GREATER CINCINNATI (Cincinnati, OH) Jan 2009 - Feb 2010

(Franchise that catered to needs of the elderly)

• Estate sales, senior moves, liquidations

• Closed due to economic conditions

Commercial Collector

VERICORE (Cincinnati, OH) Feb 2008 - Aug 2008

• Collected very old paper from LLCs and small corporations

• Position turned into 100% commission base

• Left to start own business

Manager – Telemarketing Center

FIDELITY MORTGAGE (Liquidated) (Cincinnati, OH) Jan 2004 - Nov 2007

• Built capacity plans, evaluated and corrected metrics

• Designed new calling strategy that improved right-party contacts

• Increased sales volume over 300% with process improvements

• Developed over 20 standard operating procedures

EDUCATION

Bachelor of Arts - Economics with Honors

The City University of New York – The College of Staten Island

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