Syidah Cooper
1203 Haverhill Dr.
Summary
Enthusiastic Service Call Center Agent with years of hands-on experience delivering first call resolution results. Works closely with clients to assess needs and promote satisfaction among clients and companies. Positively contributes to team morale and productivity by assisting team members and taking additional training.
Overview
12
12
years of professional experience
Work History
Senior Customer Service Advocate II
Centene
10.2022 - 01.2025
- Maintained current knowledge of company policies, products and marketing initiatives to better serve each customer.
- Promote self help options for clients.
- Escalated issues to proper supervisors when standard processes were not effective.
- Engaged clients over the phone to answer questions and address complaints.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Senior Benefits Specialist
United Health Care: CSR
05.2021 - 04.2022
- Help members locate primary care providers and specialist.
- Assist with questions regarding claims and out of pocket expenses.
- Assist Providers with questions regarding members account.
- Reach out to Providers regarding discrepancies with members bill.
- Updating demographics on Members account.
- Promote self help options for both Providers and Members.
- Provided explanation of benefits to Member's.
- Assist with premium payments and co payment charges.
- Assist with setting up appointments for members.
Certified Nursing Assistant
Providence Place Senior Living
04.2018 - 07.2020
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Prevented cross-contamination by cleaning and sterilizing equipment.
- Upheld infection control and prevention policies across different patient-facing areas.
Assistant Manager
Churchs Chicken
03.2016 - 04.2018
- Generated repeat business through exceptional customer service.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Recruited, interviewed and hired employees.
- Supervised employees and met production standards, as well as handled training and performance issues.
Cashier
Churchs Chicken
02.2013 - 03.2016
- Operated cash register for cash and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
- Welcomed customers and helped determine their needs.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with returns, refunds and resolving transaction issues.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Used POS system to enter orders, process payments and issue receipts.
Education
Associate of Applied Science - Sonography
GTCC
Greensboro, NC05-2027
High School Diploma -
Blackman High School
Murfreesboro, TN05-2010
Skills
- Dependable and responsible
- Analytical and critical thinking
- Microsoft office
- Multitasking Abilities
- Conflict resolution
- Written communication
- Good Telephone Etiquette
- Call center software
- Call center experience
- Interpersonal skills
- Quality assurance
- Documentation and reporting
- Workforce management
- Clear communication
Timeline
Senior Customer Service Advocate II
Centene
10.2022 - 01.2025
Senior Benefits Specialist
United Health Care: CSR
05.2021 - 04.2022
Certified Nursing Assistant
Providence Place Senior Living
04.2018 - 07.2020
Assistant Manager
Churchs Chicken
03.2016 - 04.2018
Cashier
Churchs Chicken
02.2013 - 03.2016
Associate of Applied Science - Sonography
GTCC
High School Diploma -
Blackman High School
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