1. PATRICIA COBB
Inglewood, CA ​⎢​(323) 708­7122
pcobb51@gmail.com
Customer Service Representative ​⎢​Education Specialist
Customer­driven professional with 15+ years’ experience with demonstrated experience in building
positive rapport with clients, team members, and leadership to support an organization’s success.
Personable, organized multi­tasker with excellent conflict resolution skills and a keen attention to detail.
Respected team player known for dependability, upselling, active listening and a commitment to
achieving goals. Consistently ranked #1 in customer satisfaction for 13 years.
Core Competencies Include:
Customer Education ​⎢​Administration ​⎢​Troubleshooting ​⎢​Upselling ​⎢​Consultative Sales
Teamwork ​⎢​Customer Service & Experience ​⎢​Presentation Skills ​⎢​Microsoft Excel, Word ​⎢​GoToMeeting
PROFESSIONAL EXPERIENCE
Investor's Business Daily (IBD)
Los Angeles, CA, 2000­2016
Offering individual and professional investors a comprehensive product lineup based on a powerful investing system which
dramatically outperforms the S&P 500.
Education Specialist, 2013­2016
Educated clients on specific investment information, made suggestions that were customized to each
client, and provided an overview on relevant industry rules. Subject matter expert.
Notable Achievements:
● Communicated with potential subscribers involved in free trials to give them a comprehensive
overview of the paper. Achieved a 36% conversion rate of sales for first­time subscribers,
exceeding 30% department average.
● Facilitated 30+ meetings per week utilizing “Go to Meeting” to speak personally with subscribers,
individual investors, and financial advisors.
Customer Service Representative, 2000­2013
Provided customers with expert advice and service based on thorough knowledge of daily IBD content.
Addressed technical issues with website, delivery, and additional services, competently troubleshot
problems, and encouraged website updates. Fielded 100+ customer support phone calls per day.
Notable Achievements:
● Ranked #1 for top customer satisfaction scores 13 consecutive years.
● Achieved company­wide “Employee of the Month” in March 2016.
● Played key role in retaining paying brokers despite downward trend in market. Utilized strong
interpersonal communication, logic, and trusting relationships to encourage IBD loyalty.
EDUCATION
Coursework in Business and English, West Los Angeles Community College, Culver City, CA