DE'ELDRELL COOPER
Ecru
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses
Overview
9
9
years of professional experience
Work History
Healthcare Customer Service Representative
Maximus
05.2022 - 11.2024
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Boosted customer retention by promptly handling complaints and providing appropriate solutions.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company's database.
Remote Healthcare Associate
ARISE
02.2020 - 03.2022
- Improved patient satisfaction by providing compassionate and attentive care.
- Enhanced patient safety through diligent monitoring and accurate documentation of vital signs, medications, and treatments.
- Streamlined healthcare processes for increased efficiency by collaborating with multidisciplinary teams.
- Increased patient adherence to treatment plans by building trust and rapport through empathetic communication..
- Assisted in the training and onboarding of new healthcare associates, sharing valuable knowledge and fostering a supportive learning environment.
Human Resources Assistant
Imperial Trading
06.2017 - 07.2019
- Coordinated recruitment processes by screening resumes and scheduling interviews.
- Maintained accurate employee records by updating databases and filing documents.
- Opened customer accounts by recording account information.
- Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; and following up to ensure resolution.
- Prepared product or service reports by collecting and analyzing customer information.
- Provided administrative support by managing schedules and coordinating meetings.
- Collaborated with team members to address concerns and improve workplace culture.
Customer Service Representative
TitleMax
10.2015 - 06.2017
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Registered Dental Assistant -
Delta Technical College
Horn Lake, MS10.2019
No Degree - Practical Nursing
Mississippi Gulf Coast Community College
Biloxi, MS08-2013
High School Diploma -
Byhalia High School
05.2013
Skills
- Insurance Verification
- Medical Terminology Knowledge
- Great Interpersonal Skills
- Organizational Skills
- Inbound & Outbound Calling
- Problem-Solving Skills
- Strong Computer Navigational Skills
- Empathy and Compassion
- Quality Assurance
- Appointment scheduling
- Patient confidentiality
- HIPAA compliance
Timeline
Healthcare Customer Service Representative
Maximus
05.2022 - 11.2024
Remote Healthcare Associate
ARISE
02.2020 - 03.2022
Human Resources Assistant
Imperial Trading
06.2017 - 07.2019
Customer Service Representative
TitleMax
10.2015 - 06.2017
Registered Dental Assistant -
Delta Technical College
No Degree - Practical Nursing
Mississippi Gulf Coast Community College
High School Diploma -
Byhalia High School
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