AMY COOK
Summary
Outgoing Customer Success Specialist with 23 years of experience. Fantastic salesman with proven eye for detail and goal-oriented mindset. Known for closing sales quickly and ensuring both buyer and seller satisfaction.
Overview
23
23
years of professional experience
Work History
Customer Success Specialist
Integrated Database Systems, Inc.
8 2023 - Current
- Create product training plans, train, and assist new users in setting up and using the full functionality of Generations Homecare software
- Maintain awareness of changes, updates, and improvements to the software and work with the team members for testing and troubleshooting
- Troubleshoot by deconstructing, reproducing, and resolving issues
- Document customer interactions and follow up with open issues
- Improved response times by streamlining support processes and prioritizing urgent requests.
- Actively seek customer feedback on products/services in order to improve quality and enhance overall experience.
- Collaborated with cross-functional teams to deliver successful product implementations.
Systems and Member Support Specialist
International Registration Plan, Inc.
12.2015 - 7 2023
- System administration and support on the operations of the IRP membership database and website utilizing YourMembership Association Management Software
- Post content and ensure layout on website
- Create, format, and send email notifications and a biweekly newsletter to membership
- General membership support includes, but is not limited to, interacting directly with the membership by phone, email, live chat, etc
- Develop and maintain user, and administrator documentation, including new user, help aids, policies, and procedures for various systems
- Develop and edit policies and procedures for SOC 1 and SOC 2 audits
- Lead fiscal audit through completion
- Collaborate with staff, organize, execute, and attend the Annual Meeting and Managers' and Law Enforcement Workshop
- System administration and support of the IRP Data Repository, learning management system, and help desk application
- Develop and analyze issues and trend reports for each application
- Develop and maintain user, and administrator documentation, including new user, help aids, policies, and procedures for various systems
- Conducted regular audits of support tickets, ensuring all cases are assigned and resolved in a timely manner.
- Assisted with the implementation of new support software tools, leading to more efficient case management and improved customer experience.
- Educated and engaged customers with new Learning Management System.
- Maintained and managed customer files and databases.
Clerk
Birch Run Township
06.2001 - 06.2012
- Managed and supervised township staff
- Created and distributed board meeting agendas and packets
- Recorded and edited meeting minutes, distributing them to appropriate officials and staff
- Created and maintained records for all ordinances and resolutions
- Supervised the issuance of business licenses
- Issued public notifications electronically and in writing of all official meetings and activities
- Participated in the creation of annual budgets for all township departments
- Handled all aspects of elections – voter files on Qualified Voters File program, preparation, and distribution of absentee ballots and election ballots
- Maintained all cemetery records and documents, including deeds, burials, cremations, and foundation orders
- Maintained and responded to Freedom of Information requests
- Assisted in bid-writing and awarding of contracts
- Created, implemented, and administered personnel policies, rules, and regulations
- Created reports for various internal departments as well as local and state reports
- Maintained accurate insurance policies and claims
- Assisted the public with questions, concerns, and requests
- Communicated with the Township attorney on behalf of the Board
- Contracted as secretary of the DDA.
- Assisted in financial tasks such as invoicing, budget tracking, and expense report processing for optimal fiscal management.
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Provided support for meetings by scheduling appointments, preparing materials, and taking detailed minutes.
- Supported event planning initiatives through venue sourcing, material preparation and logistics coordination resulting in successful gatherings.
- Interacted with customers by phone, email, or in-person to provide information.
- Maintained filing system and organized customer documents for easy retrieval of information.
- Monitored and tracked budgets and expenses.
Education
Bachelor of Arts -
Saginaw Valley State University
Saginaw05.2001
Skills
Client Relations and Education
Timeline
Systems and Member Support Specialist
International Registration Plan, Inc.
12.2015 - 7 2023
Clerk
Birch Run Township
06.2001 - 06.2012
Customer Success Specialist
Integrated Database Systems, Inc.
8 2023 - Current
Bachelor of Arts -
Saginaw Valley State University
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