Alicia H Cooper
Atlanta,GA
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
Work History
Customer Resolution Specialist
City Of Atlanta Watershed Department
02.2024 - Current
- Requests and receives telephone calls and informs callers meter-related about water and sewer billing, disputes, appeals, and meter-related concerns. Listens to the caller's question, asks probing questions for clarification as necessary, evaluates the information obtained, provides the appropriate response in accordance with specific instructions and training, and informs callers about water and sewer billing, disputes, appeals, and meter-related concerns. Listens to the caller's question, asks probing questions for clarification as necessary, evaluates the information obtained, and provides the appropriate response in accordance with specific instructions and training.
- Exercises knowledge of customer service standards and procedures, call processing procedures and techniques, equipment operation, the City of Atlanta Department of Watershed Management's (DWM) mission, vision, and values, operating procedures, and points of contact.
- Updates customer records and notes appropriately in accordance with established procedures.
- Respond to questions, complaints, or request service requests for service; analyze data to determine proper response to inquiries. Researches requests, problems, and complaints and initiates appropriate action; generates work orders to resolve service issues.
- Performs data entry functions by keying data into a computer system; enters, retrieves, reviews o, or modifies data in a computer database; verifies the accuracy of entered data and makes corrections.
- Answers customers' questions; investigates complaints about utility billing; reviews, audits, and analyzes customer billing records; and makes fee adjustments.
- Used various computer systems extensively to enter utility customers' data and make data changes; interacted with customers, coordinated with utility field and billing units; obtained other information to assist customers; researched and determined appropriate outcomes.
- Works with customers to install, remove, and repair meters, restore or verify services, and perform other service-related changes.
- Facilitates financial transactions such as transferring payments, refunding credit amounts or deposits, adjusting charges and/or deposits, and adjusting service fees.
- Researches customer records to resolve more difficult customer inquiries and prepare correspondence in response. Update customers on billing disputes and water-sewer appeals.
- Communicates with customers via telephone, mail, email, or other means of communication.
- Assists in training new Customer Service Representatives and serves as a resource to staff of other department units. Performs related duties and responsibilities as required.
- Enhanced customer satisfaction by promptly addressing and resolving their concerns.
- Developed and updated databases to handle customer data.
Behavior Technician
Turning Point Revision LLC
03.2024 - Current
- It enhanced client progress by implementing individualized behavior intervention plans.
- Collaborated with multidisciplinary teams to develop comprehensive treatment strategies for clients.
- Improved client communication skills through the use of evidence-based practices and techniques.
- She promoted positive behaviors by reinforcing desired actions and effectively addressing challenging issues.
- Developed strong rapport with clients and their families, fostering trust and open communication throughout the therapeutic process.
- Trained clients to apply appropriate social skills and behavior modification techniques.
- Supported patient confidentiality by HIPAA regulations.
- Treated clients and families with respect and dignity.
- I charted each patient daily.
- Maintained patient records, documenting changes in patient condition.
- Participated in patient education, helping to reinforce concepts and treatment plans.
- Developed individualized plans to address challenging behaviors.
- I used Ecase to document patient information, progress notes, and treatment plans.
- Supported families in understanding and managing challenging behaviors, promoting consistency across environments.
- Provided direct support during community outings, facilitating appropriate social interactions among peers while practicing newly acquired skills within real-world contexts.
CSR
TKE
02.2022 - 02.2024
- ITS Support] | | [TKE] [Inbound & Outbound Call center Lead, Data Entry, Coding/Invoicing, Scheduling, In-person or by phone, email, or written correspondence, preparing reports, providing information, history and adjusting account holder, updating, and requesting inspection on all elevators
- Perform many duties in and outside ITS support, logging calls, identifying, researching client service agreements, creating work orders, Compliance reports [OSHA], decision making, Dispatching, ITS helpdesk, Daily Chats and Accounts Receivable, Field service Cases, Oracle access payroll system Ariba Spend Management
- Office 365, Teams,& Basware.
- Responded to customer requests for products, services, and company information
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained up-to-date knowledge of product and service changes.
Concierge
Key Realty Property Management
02.2023 - 06.2023
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Handled customer complaints to satisfy and retain guests.
- Greeted guests upon arrival by providing warm welcome.
Senior Account Manager
FLEETCOR USA
07.2021 - 02.2022
- Inbound & Outbound calls, Marketing Support, CRM system, Salesforce system, c with various departments, Direct communication (in-person, phone, electronic) on a regular frequency, driving accounts retention, Strong Performance, State & Federal Compliance, Conducting regular business (monthly, quarterly, and year-end calls with clients) by Speed sheet, Cross-functional task within the company, Office 365, Teams, Excel
- Created a training program for lower-level employees to increase sales and customer satisfaction.
- Proactively monitored and meticulously analyzed customer feedback, enabling us to identify key areas for improvement and align our strategies with customer needs.
- Thoroughly reviewed and effectively mitigated discrepancies, leading to a significant increase in sales, a substantial reduction in costs, and a streamlined improvement in processes.
- Informed customers of promotions to increase sales productivity and volume.
Finance Manager
CarMax
03.2011 - 01.2021
- CarMax Auto Finance
- Inbound & Outbound calls, Credit reporting, resolving issues with Credit accounts, Account Management
- Title and Tags Clerk, developing in-depth knowledge of product & vehicle selection for customers
- Navigate Multiple Computer Applications with speed & accuracy.
- Schedule a monthly meeting,
- Hire Orientation, Promote on the internet or social media, upload sales paperwork and tips, Cash Management system, Office 365, Teams, Weekly Audits, Salesforce / Nice System, Onboarding Trainer, Dispatcher.
- Forecasted trends and recommended improvements based on financial risk analyses.
- Complied with established internal controls and policies.
Education
Bachelor of Science - Social Work
St. Leo University
Flordia12.2025
High School Diploma -
Frederick Douglass High School
225 Hamilton E Holmes Drive NW06.1998
Skills
- Call Center Operations
- Active Listening
- Multi-Line Telephone Operation
- Clerical Support
- Invoice Preparation and Processing
- Quality Assurance Controls
- CRM Software
- Guest experiences
- Product Knowledge
- Data Entry
- Computer Proficiency
- Filing
- Call center experience
- Live chat support
- Payment Processing
- Credit adjustments
- Behavior Intervention Plans
- Appointment Setting
- Behavior Observation
- Rapport Building
- Customer Service
- Telephone Etiquette
- Guest Errands
Timeline
Behavior Technician
Turning Point Revision LLC
03.2024 - Current
Customer Resolution Specialist
City Of Atlanta Watershed Department
02.2024 - Current
Concierge
Key Realty Property Management
02.2023 - 06.2023
CSR
TKE
02.2022 - 02.2024
Senior Account Manager
FLEETCOR USA
07.2021 - 02.2022
Finance Manager
CarMax
03.2011 - 01.2021
Bachelor of Science - Social Work
St. Leo University
High School Diploma -
Frederick Douglass High School
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