ANTHONY K. COCKRELL Jr
San Bernardino,CA
Summary
Detail-oriented professional with a proven track record in managing complex operational, service, and programmatic activities. Adept at conducting in-depth analyses of workflows, organizational structures, and operating procedures to enhance efficiency. Proficient in developing comprehensive reports and actionable recommendations based on collected data. Skilled in budget preparation, cost/benefit analysis, and financial oversight. Proven ability to adherence of company policies and streamline processes. Strong communication skills, demonstrated through effective collaboration with diverse teams and leadership.
Overview
14
14
years of professional experience
Work History
Administrative Services Assistant
County of Riverside Department of Public Social Services
02.2022 - Current
- Responsible for efficient processing of all DPSS computer-related, mobility, and incident requests via ServiceNow, catering to the needs of over 4,000 DPSS users and managing 80,000+ Computer Related Hardware Assets
- Implemented and maintained excel spreadsheets for computer and mobility-related deployments, ensuring accurate asset tracking
- Managed 600+ monthly ServiceNow requests through DPSS TSS ServiceDesk, collaborating seamlessly with the Assets Management Unit (AMU) for staging and RCIT/DPSS Mobility Team for deployment
- Configured mobile cell phones and activated broadband on employee laptops, providing hands-on training on basic functions, contributing to a streamlined deployment process
- Administered and maintained 2000 accounts involving complex AT&T/First Net and Verizon portals, ensuring accurate and up-to-date information on SIM cards, phone numbers, staff details, locations, and serial numbers
- Played a pivotal role in the execution of new hire and mass deployment projects within the mobility unit by actively contributing to deployments, handling ServiceNow tickets, overseeing asset tracking, and managing data effectively
- Successfully processed the Administration Department’s Telework Requests
- A part of a team that is problem solving focused, aligning solutions with budgetary constraints and departmental needs
- Played a pivotal role in training new hires, diagnosing workflow problems, and providing guidance to solutions, contributing to a more proficient workforce
- Authored and published Standards of Procedures (SOPs) for all DPSS, alongside creating quick guides and workflow charts for streamlined operations
- Developed analytical reports for fiscal year budgets and inventory, providing crucial insights for management and directors
- Responsible for generating monthly Power BI reports tailored for management and executive review.
Customer Service Rep I
Spectrum
08.2021 - 02.2022
- Successfully addressed and resolved technical cable and phone service issues for customers, showcasing a strong problem-solving ability and technical prowess
- Effectively managed billing inquiries and errors, ensuring accurate and timely resolution to enhance customer satisfaction
- Orchestrated the scheduling of service appointments, demonstrating organizational skills and proactive communication with customers
- Collaborated seamlessly within a small team, contributing to a positive and cooperative work environment while collectively meeting and exceeding customer expectations
- Mastered the art of multitasking by instructing customers through troubleshooter programs, simultaneously tracking intricate details to streamline issue resolution
- Provided exceptional customer experiences through a combination of patience and effective communication skills, contributing to high customer satisfaction ratings.
Solutions Specialist
Verizon Wireless
06.2017 - 04.2021
- Excelled as a Solutions Specialist, engaging with customers daily, and handling a customer service-centric workload, emphasizing attentive listening and quick problem-solving for exceptional customer experiences
- Successfully generated business leads through cold calls, managed both personal and business account contracts, and provided cost-benefit analyses, contributing to year-over-year sales growth
- Led district meetings as the keynote speaker, showcasing effective communication and leadership skills
- Took on operational responsibilities in a leadership program, gaining hands-on experience in inventory management, merchandising, shipments, quality control, payroll, asset management, scheduling, compliance, and sales strategies
- Managed store operations as a keyholder, including opening and closing responsibilities, and effectively led a small team until the arrival of a manager
- Developed proficiency in cash handling, balancing, and reconciliation, ensuring accuracy and compliance
- Provided basic and advanced troubleshooting for customer devices, showcasing technical expertise.
Baker
Panera Bread
10.2016 - 12.2017
- Excelled in a fast-paced overnight cafe environment, consistently ensuring timely preparation and delivery of products for the next day
- Collaborated effectively in a team of 3 to 4 individuals, emphasizing clear communication and teamwork to meet daily operational goals
- Mastered multitasking by efficiently handling multiple responsibilities simultaneously, managing 4 to 5 tasks concurrently with precision
- Demonstrated exceptional attention to detail in adhering to company standards for baking, including proper scoops, color, size, length, and quantity of products
- Maintained high-quality standards by vigilant attention to detail, ensuring the use of non-expired products and proper disposal of expired items
- Engaged in frequent customer service, greeting customers, and fulfilling food requests with a focus on enhancing the overall customer experience.
Office Assistant III
Department of Public Social Services
05.2015 - 08.2016
- Conducted asset inventory and reconciliation, researching and tracking capital assets
- Assisted on the project of the data transition from Remedy system to ServiceNow, ensuring a smooth process
- Provided customer service to county employees, managing communication across departments
- Assisted in financial budgets, statistical reconciliation, and Remedy system management
- Generated reports on capital and non-capital assets in the PeopleSoft Financial Program
- Contributed to vacant cubicle audits, optimizing space within DPSS buildings
- Collaborated on various projects with facility project planners, tracking progress and deadlines
- Managed correspondence between DPSS Facilities and stakeholders, enhancing project efficiency
- Created and maintained a comprehensive database and spreadsheet for all active projects for the Facility Unit.
Package Handler/Safety Rep
UPS
08.2013 - 10.2014
- Successfully managed the fast-paced loading and unloading of shipments, ensuring both speed and precision to meet customer expectations for product condition
- Prioritized attention to detail to guarantee shipments were accurately sent to the correct locations, contributing to error-free logistics operations
- Took a leadership role in the safety committee, organizing and running meetings, and conducting safety audits throughout the HUB, enhancing overall safety protocols
- Conducted new hire orientations, providing comprehensive insights into organizational culture, policies, and procedures for seamless onboarding
- Trained new hires on established policies and procedures, fostering a well-informed and efficient workforce.
Assistant Manager
Radio Shack
02.2010 - 06.2011
- Provided outstanding customer experiences through engaging interactions and personalized service, contributing to customer satisfaction and loyalty
- Managed store operations, including updating layouts and implementing price changes on a weekly basis, conducting inventory checks, and achieving sales quotas
- Led the hiring process, prescreening resumes, interviewing candidates, checking references, and conducting orientations for new hires, ensuring compliance with policies and procedures
- Supervised and motivated staff, assigning duties, monitoring time and attendance, and addressing behavior and professional matters to foster a positive work environment
- Developed and maintained weekly schedules, adjusted for labor based on staffing needs, and ensured timely posting for staff
- Conducted payroll audits, addressed attendance reports, and managed personnel records, contributing to accurate and compliant payroll processing
- Utilized Microsoft Excel for data entry and creating spreadsheets to set targets for customers, contributing to efficient store operations
- Managed clerical tasks, prescreened management calls, maintained the store manager's calendar, and created memorandums for issuing directives to the staff using Microsoft Word
- Handled money, balanced cash drawers, completed bank deposits, and ensured accurate safe counts, demonstrating strong attention to detail and financial responsibility
- Addressed customer complaints promptly, investigated issues, and implemented corrective actions to ensure improved service and customer satisfaction
- Prepared and organized paperwork and spreadsheets for meetings, took minutes during meetings, composed meeting minutes using Microsoft Word, and distributed them among the management team.
Education
No Degree - Sociology
Chaffey Community College
Rancho Cucamonga, CAHigh School Diploma -
Los Osos High School
Rancho Cucamonga, CA01.2009
Skills
- Operational Analysis and Studies
- Budgeting and Cost/Benefit Analysis
- ServiceNow Expertise
- BI Reporting
- Communication Skills
- Customer Service Excellence
- Procedural Development and Improvement
- Data Management
- Account Management
- Workflow Optimization
- Analytical Reporting
- ServiceNow
- HRIS
- Oracle Peoplesoft
- Proficient in Microsoft Applications
References
Available Upon Request
Timeline
Administrative Services Assistant
County of Riverside Department of Public Social Services
02.2022 - Current
Customer Service Rep I
Spectrum
08.2021 - 02.2022
Solutions Specialist
Verizon Wireless
06.2017 - 04.2021
Baker
Panera Bread
10.2016 - 12.2017
Office Assistant III
Department of Public Social Services
05.2015 - 08.2016
Package Handler/Safety Rep
UPS
08.2013 - 10.2014
Assistant Manager
Radio Shack
02.2010 - 06.2011
No Degree - Sociology
Chaffey Community College
High School Diploma -
Los Osos High School
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