Melissa Cooper323-745-9963 cell

melissa.cooper1975@gmail.com

ObjectiveCommitted customer service professional with 9+ years of experience in independent positions, requiring extensive interaction with customers.

A definite team player motivated towards learning newly developed techniques and technologies.Seeking an opportunity with a progressive company where her motivational skills and experiencecan be used to benefit the company.

Skills• High customer service standards, conflict resolution proficiency, strong problem solving

ability, telecommunications knowledge, adaptive team player, strong organizational skills, active listening skills, courteous demeanor, energetic work attitude, customer ser-vice expert, and team lead for 3 years.

• Responding with a high level of customer service to customers' needs and concerns. • Proven ability to record details of client contacts and service history. • Proven experience building and maintaining cross-functional relationships with peers in

various departments. • Proactively seeking ways to streamline processes and provide recommendations to man-

agement without impacting department goals.• Microsoft Word, Excel, PowerPoint, Outlook, CRM, Sales force, CSS, EECP, AS400

Experience

APR Consulting (Contract), Los Angeles 10/15 - 06/16SoCalGasProgram Assistant

• Perform routine and moderately complex clerical accounting, regulatory, reporting and fi-nancial functions.

• Answer telephones, coordinate schedule, mail and office equipment.• Collect and maintain records/data, manuals, etc. Apples knowledge of department opera-

tions using established policies and procedures.• Processed 60-80 SF PLA online applications daily• Processed 40-50 SF PLA mail-in applications daily• Increased production processing by 110%• Participate in projects, process improvements and have contact with internal and external

clients.• Reducing the amount of errors per application from processors• Filing daily reports and returning back to processors if any flaws or errors were found in

the submitted application• Doing daily checks of application before submission of payment

Unemployed and Student 06/15 - 10/15

Volt (Contract), Redondo Beach, CA 07/13 – 6/15Mitchell International, Southern California EdisonCustomer Associate 1

• Organized and worked with customer records using Microsoft Excel to enter, access, search and retrieve data files.

• Directed customers and assisted with applications for customer rebates, such as refrigera-tor, pool pumps, and evaporative coolers.

• Contacted clients to obtain missing information about their request to obtain a high level of Customer Service.

• Provided energy efficiency tips and educated customers on the availability of low income programs to ensure excellent customer service.

• Managed, reviewed and prioritized a daily running inventory of negotiable claims based on processing criteria, timelines and interdepartmental demands.

• Negotiated charges with providers on behalf of the carriers, while obtaining signed ap-provals letter of agreements.

Family Leave/Baby Bonding 12/11 - 07/13

AeroTek, West Lake Village, Ca 11/10 – 11/11Bank of AmericaCollector

• Arranged for debt payments and established repayments schedules based on customers’ financial situations

• Advised customers of necessary actions and strategies for debt repayments maintain a high level of customer service.

• Answered customer questions regarding problems with their accounts.• Recorded information about financial status of customers and status of collection efforts.• Received payments and posted amounts paid to customer accounts.

In Home Support/ Lucille Cornwall, Los Angeles, CA 05/06 – 08/11Caretaker

• Administered bedside and personal care, to ensure a high level of customer satisfaction. • Performed housekeeping duties, such as cooking, cleaning, washing clothes, dishes, and

running errands.• Transported clients to locations outside the home, such as to physicians’ offices and out-

ings.

SBC, Torrance, CA 11/97 – 05/06Customer Service Representative

• Communicated with customers by telephone or in person to provide information about products, services, orders, cancel accounts, and details of complaints.

• Kept records of customer transactions, recording of detailed inquiries, complaints, and comments, as well as actions taken.

• Resolved customers’ service billing complaints by performing activities such as refund-ing money and adjusting bills.

• Solicited sales of new and additional services of products.• Listened to customer requests, referring to alphabetical or geographical directories to an-

swer questions and provide telephone information.• Suggested and checked alternate spellings and listing formats to customers lacking details

or complete information on their request forms.

EducationFairfax High School, Lost Angeles, CAHigh School Diploma

West Lost Angeles College, Culver City, CABusiness Administration/Economics Candidate, Sep 2016