Anais Cooper

• Updated operational methods and oversaw accounting procedures for improved efficiency.
• Developed and initiated projects, managed costs and monitored performance.
• Orchestrated projects within strict timeframes and budget constraints by solving complex problems.
• Modified and directed project plans to meet organizational needs.
• Led project teams through planning, initiation and launch process.
• Achieved project deadlines by coordinating with contractors to manage performance.

• Resolved problems promptly to elevate customer approval.
• Handled cash accurately and prepared deposits.
• Managed team schedules with insight into coverage needs and individual strengths.
• Mentored and motivated team members to achieve challenging business goals.
• Trained and disciplined employees to maximize performance.
• Oversaw and maintained employee roles to ensure accurate access in the company computer database and physical filing systems.
  **Business closed

• Assisted compliance department to gather necessary documentation for new account applications.
• Performed visual document inspections where appropriate.
• Reported repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems.
• Modified and maintained tools to support operations and business process creation using Microsoft 365, Teams, Excel and PowerPoint capabilities.

• Responded to patients, family, and external payer inquiries.
• Verified and update insurance coverage(s) for patients and process claims.
• Processed debtor payments and updated accounts to reflect new balances.
• Deployed automated system tracking and skip tracing to locate hard-to-find, re-located to collect payment for outstanding balances.
• Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
• Improved new workflow for processing insurance claims quickly and efficiently.

• Oversaw salon employee performance, facility cleanliness, and sales.
• Worked to continuously increase salon business through effective sales, service, and operations policies.
• Maintained organization of salon and cleanliness of each station with regular cleaning and floor-sweeping
• Grew customer numbers and boosted loyalty with strategic engagement and marketing strategies
• Utilized social media accounts and strategic marketing initiatives to promote business and increased revenue by 60%.

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Managed over 50 customer calls per day with average score of 95.
• Investigated and resolved customer inquiries, demonstrating empathy and resolving problems swiftly.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Used ticketing systems to manage and process support actions and requests.

***Key achievements: Received numerous Team achievement awards by peers and won two shift bids for exceeding metrics.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers related to health benefit packages.
• Answered product and service questions, suggesting other offerings to attract potential customers.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.