Sona Cooper has over 20 years of experience in customer service roles, including as a customer service agent and shift supervisor. She has a proven track record of building relationships, resolving issues on the first contact, and identifying process improvements. Sona is skilled in Windows, Microsoft Office, databases, and CRM applications. She has experience in various industries such as hospitality, travel, retail, and utilities. Sona strives for a high level of customer satisfaction and retention. She is organized, detail-oriented, and has strong computer and leadership skills.

1. Sona Cooper
633 Goodyear Drive, Spring Lake, NC 28390 – (910)587-7888 – sonacooper@hotmail.com
Qualifications -20+ years of building relationships with stakeholders providing consistent,reliable, customized service.
-Keen ability working in high pressure environment with compassionately and skillfully diffusing difficult
situations.
-Consistently maintained a high standard of efficiency and effectiveness.
-Excellent computer and internet skills including Windows and Microsoft Office environments, databases,and
CRM applications.
-Keen ability to identify and anticipate customers’ unexpressed needs and concerns in a caring manner.
-Intuitive recognition of inconsistent practices and patterns of unreliability in team members
-Educated team members as shift supervisorto improve quality of service
-Ability to uphold and promote team effort
-Solid verifiable employment history
-Professional work ethic and integrity
-Organized and detail oriented
Experience Customer Service Agent/Shift Supervisor
Working Solutions
2011-Present
Through building relationships with callers, utilized probing and creative problem solving methods to resolve
foundational customer inquiries on the first contact.As an independent contractor, worked collaboratively with
sales, and service team members, optimized customer relations leading to high levels of satisfaction and retention
for hotel/hospitality,corporate travel, retail and product recall processing,automobile rental, senior care provider,
and utility provider. Provided up-sell, cross sells as required. Identified and communicated process,product or
systems improvement opportunities to improve the overall experience leading to promotion to shift supervisor
training team for three contracts.
Customer Service Agent/Shift Supervisor
West at Home
2009-2011
As an independent contractorand building on prior experience attained a high level of service for various
organizations that included, international appliance warranty service, otherretailers, and a government agency.
Earned promotion to shift supervisorroles.
Professional Sales Associate
The Pantry
2004-2009
Process customer transactions via cash,credit, and debit card; sold and redeemed store lottery tickets; verified and
received store inventory, helped maintain stock and inventory levels per company guidelines, reconciled daily
transactions

2. 2 Sona Cooper
633 Goodyear Drive, Spring Lake, NC – (910)587-7888 – sonacooper@hotmail.com
Education Winston Salem State University
Studied and completed courses in the area of psychology for three years
Bethel High School
Graduated in 1982 with high School Diploma
Leadership Coordinate fundraising and public awareness campaign programs for non-profit music academy for children rising
to 4th grade through 12th grade
Precinct Captain for political party in community
Experienced staff member and treasurer for local candidates
References Debra Clyde
debra.clyde@outlook.com / (910) 303-9049
Regina Evans
reginaborders@yahoo.com / (910) 308-0717