Ericka Cooper Email & Phone Number

Provo, Utah, United States

Lindon, Utah, United States

Troubleshot equipment issues with customers over the phone

I started working in the Account Creation department from May 2011 to September 2011 for the summer season as a temporary Account Creation professional. I returned to the same position in June 2012. I was on several different teams in this department.❖ Teams and Responsibilities➢ Account Creation Professional■ Answer inbound calls from Vivint reps and tech■ Learn scripted calls that will help facilitate the customer onboarding process by fielding calls from Sales Reps and Techs■ Complete customer surveys pre and post installation■ Create service tickets for installations and equipment fixes■ Update existing customer information ■ Create new customer accounts ➢ Initial Customer Experience Team■ Outbound calls to active customers to follow up on their new system and walked them through their online accounts.➢ Zuora SWAT Project Team■ Updated billing accounts to reflect what customers are paying for.■ Cancelled billing accounts■ Made Billing subscriptions when the account never made one■ Other miscellaneous projects that supervisor needed done➢ Fixed Parts Team■ Worked directly with field technicians, helped resolve inventory and inaccuracies.➢ Special Exceptions Team■ Same responsibilities as Account Creation professional but trained to handle special situations. For example: Commercial locations, failed credit, non-homeowners, etc.

Orem, Utah, United States

I worked in inventory receiving and processed many new and used computers part numbers from start to finish. When a shipment of new inventory came in I recorded all parts in Microsoft Retail Management System, printed the pricing labels and stocked the shelves. In my role at JPL, I had many and varied responsibilities other than what I have already mentioned including:Maintaining order and cleanliness in the JPL parts warehouseThe review of client backups and file server error logsBilling and administrative assistant for Jonathan Felt