Sheila Cooper Email & Phone Number

Miami, Florida

• Performed customer service in the home office of the fourth largest US telecommunications corporation, which includes six cellular companies.
• Handled escalated calls directly from customers to ensure satisfactory resolution to their issues.
• Assisted external call center representatives with system or operational queries, in order to provide the customer with problem resolution.
• Researched and provided solutions to customers with Better Business Bureau cases.

Fort Lauderdale, Florida

• Performed telemarketing and customer service in this sales and marketing division for a network of private jet owner-operators.
• Conducted outgoing calls to businesses and individuals to determine utilization of private jet travel and promote recognition of the brand to future clientele.
• Made follow up customer service calls to quotations from the corporate website.
• Performed tasks completely and expeditiously, receiving recognition from senior management, who assigned additional special research projects and new resource training.

Miami, Florida

• Implemented and developed enhancements for cruise line reservation system. Communicated information and provided user support.
• Served as subject matter expert involved in customizing and communicating new releases of reservation system from developer, which facilitated implementations.
• Dedicated resource for user queries regarding reservations system, which allowed users to bypass IT Help Desk.
• Developed reservation system automation in order to eliminate manual processes.

Miami, Florida

• Ensured reservation system was designed and maintained with correct data, as well as effectively linked to other operating systems. Technically and procedurally trained all department employees.
• Represented air/sea department as liaison to other internal departments and external system vendors, in order to ensure system and procedural feasibility.
• Provided ongoing training and operational briefings to air/sea resources, ensuring entire staff had necessary knowledge to perform their duties.’
• Continued serving as representative on new reservation system search project, resulting in user-maintained system that minimized IT programming interventions.

Miami, Florida

• Developed and conducted training programs for existing resources as well as new hires. Worked with programmers to design system enhancements.
• Tested, implemented, developed and conducted training for new air deviation process within reservation system, resulting in innovative automated process that generated revenue.
• Developed and conducted training for automated system enhancements to group reservations, which eliminated manual processes.
• Started serving as representative on new reservation system search project, resulting in user-maintained system that minimized IT programming intervention.

Miami, Florida

• Maximized passenger fare revenue as well as passenger load factor capacity. Conduit for ship-specific queries.
• Managed cabin inventory to maximize passenger fare revenue.
• Utilized historical trends, as well as group and individual passenger levels, to ensure maximum load factors.
• Resolved customer issues in order to minimize problem escalation.
• Ensured accurate input and maintenance of cruise fares.

Miami, Florida

• Serviced incoming calls from travel agents resulting in revenue bookings for company.
• Maximized fare revenue through effective cabin inventory management.
• Minimized problem escalation by resolving customer issues on first call.

Miami, Florida

• Reviewed policies and assisted existing customers with modifications to policies as well as suggested new coverage. Qualified new applicants.
• Reviewed policy renewals with existing customers suggesting additional coverage or higher policy limits, which increased revenue.
• Made accurate and timely modifications to existing policies, based on incoming calls from customer, ensuring appropriate coverage and customer satisfaction.