Keishana Cooper
Triumph Village
Summary
Knowledgeable and dedicated customer service professional with extensive experience. 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
10
10
years of professional experience
12
12
years of post-secondary education
Work History
CUSTOMER RELATIONS OFFICER
National Insurance Scheme
2 2021 - Current
- Responsible for receiving telephone calls relating to complaints and queries, interviewing customers, recording interview information for customer service and feedback; ensuring all feedback both written and verbal are fully investigated with detailed explanations to maintain their confidence
- Also directs matters through the Customer Services Manager for investigation, liaise with the Public Relations Officer to ensure these complaints are handled with satisfaction
- In addition, attending to employees who fall into my work layout which includes collaborating with management in making a positive environment for work, increasing employee retention, providing input relative to arbitrating labor laws and recommending certain ideas suggested by employees.
CUSTOMER SERVICE MANAGER (ag)
National Insurance Scheme
09.2023 - 10.2023
- Completed daily paperwork, monthly reports and supervised the customer service department
- Attend outreaches when necessary
- Communicated with customers from time to time have feedback relative to the service being offered
- Discussing strategies and ways on providing a better service
- Effectively supervise the day to day front end operations of personnel attached to my unit in the aim of providing quality and effective service
- Train and mentor customer service officers to have customer satisfaction and better enable customers
- Meeting with new employees on orientation sessions and being a part of the placement process to the various departments.
CLERICAL OFFICER II
NATIONAL INSURANCE SCHEME
01.2019 - 01.2021
- Tasked with delegating work to the clerical officer Is' to ensure the required productivity and target was met on a daily basis.
CLERICAL OFFICER I
NATIONAL INSURANCE SCHEME
08.2014 - 12.2018
- Responsible for receiving claims being submitted to the National Insurance Scheme for processing
- Checking for queries and engaging employer representatives of such and discussing any issues they were having when it came to the completion of claim forms.
TEMPORARY CLERK
NATIONAL INSURANCE SCHEME
3 2014 - 7 2014
- Tasked with ensuring all claims received in the claims Department logged for each day was accounted for manually and despatched to the medical department for continued processing
- Documents included local and overseas birth certificate, insurance statements, work permits, marriage certificate, death certificate, deed poll, affidavit, local and overseas passports.
Education
Primary Education -
Beterverwagting Primary School
01.2003 - 05.2007
Secondary Education - undefined
St. Rose's High School
01.2007 - 05.2012
Certificate Occupational Health & Safety, Tertiary Education - undefined
University of Guyana
03.2017 - undefined
International Diploma Human Resource & Personnel Management, Tertiary Education - Human Resources Management
Cambridge International College
Attique House, St Brelade, Jersey, JE38FP, Britain 05.2019 - 03.2021
Certificate Administrative Support, Tertiary Education - Administrative Assistance
Alison Ireland
07.2022 - 07.2022
Certificate Oil & Gas Management (Health & Safety), Tertiary Education - undefined
Alison Ireland
08.2022 - undefined
Certificate Customer Experience, Tertiary Education - undefined
Ministry of Public Service Training & Development
06.2023 - undefined
Certificate Employer - Employee law, Tertiary Education - Law
Alison Ireland
04.2024 - 04.2024
Mastery of Management Human Resources, Current Studies - Management of Human Resources
Cambridge International College
Attique House, St Brelade, Jersey, JE38FP, BritainSkills
Training and mentoring
Assertiveness
Feedback collection
Teamwork
Creativity
Maritalstatus
Single
Personal Information
- Date of Birth: 04/18/1995
- Gender: Female
- Nationality: Guyanese
Timeline
Certificate Employer - Employee law, Tertiary Education - Law
Alison Ireland
04.2024 - 04.2024
CUSTOMER SERVICE MANAGER (ag)
National Insurance Scheme
09.2023 - 10.2023
Certificate Customer Experience, Tertiary Education - undefined
Ministry of Public Service Training & Development
06.2023 - undefined
Certificate Oil & Gas Management (Health & Safety), Tertiary Education - undefined
Alison Ireland
08.2022 - undefined
Certificate Administrative Support, Tertiary Education - Administrative Assistance
Alison Ireland
07.2022 - 07.2022
International Diploma Human Resource & Personnel Management, Tertiary Education - Human Resources Management
Cambridge International College
05.2019 - 03.2021
CLERICAL OFFICER II
NATIONAL INSURANCE SCHEME
01.2019 - 01.2021
Certificate Occupational Health & Safety, Tertiary Education - undefined
University of Guyana
03.2017 - undefined
CLERICAL OFFICER I
NATIONAL INSURANCE SCHEME
08.2014 - 12.2018
Secondary Education - undefined
St. Rose's High School
01.2007 - 05.2012
Primary Education -
Beterverwagting Primary School
01.2003 - 05.2007
CUSTOMER RELATIONS OFFICER
National Insurance Scheme
2 2021 - Current
TEMPORARY CLERK
NATIONAL INSURANCE SCHEME
3 2014 - 7 2014
Mastery of Management Human Resources, Current Studies - Management of Human Resources
Cambridge International College
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