BIANCA COOKS
Houston,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
Work History
Store Manager
Scrubs & Beyond
Houston, TX
09.2020 - Current
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Trained and guided team members to maintain high productivity and performance metrics.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
Caregiver
In Home Attendance, LTD
Bellaire, TX
02.2019 - 08.2020
- Completed regular check-ins and progress report for each client.
- Maintained entire family's schedule and organized events.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Replaced bandages, dressings and binders to care for wounds and encourage healing.
- Built strong relationships with clients to deliver emotional support and companionship.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Recorded status and duties completed in logbooks for management.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Assisted with daily living activities, running errands, and household chores.
Assistant Manager
Catherine's Plus Sizes
Houston, TX
08.2019 - 06.2020
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Reviewed sales and gross profit report to assess company efficiency.
- Established team priorities, maintained schedules and monitored performance.
- Cultivated positive rapport with fellow employees to boost company.
Assistant Manager
Cricket Wireless
Atascocita, TX
12.2016 - 12.2018
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Senior Beauty Advisor /Customer Service Associate
Walgreens
Pearland, TX
04.2014 - 07.2016
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Created and maintained detailed database to develop promotional sales.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
- Took cash and credit card payments via phone, in person, and through email.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Call Center Representative
Heller Group
01.2012 - 01.2014
- Adhered to company policies and scripts to consistently achieve call time and quality standards.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Diploma in Billing And Office Specialist -
Ultimate Medical Academy - Clearwater
Clearwater, FL08-2023
High School Diploma -
New Beginning Christian Academy
Houston, TX06.2010
Skills
- Call Center Operations
- Employee Retention
- Operational Excellence
- Staff Management
- Sales Expertise
- Strategic Planning
- Customer Assistance
- Consumer Preferences
- Employee Scheduling
- Issue Resolution
- Staff Supervision
- Cash Management
- Recruitment
- Interviewing
- Hiring
- Mentoring
- Employee Engagement
Personal Information
Willing To Relocate: Anywhere
Timeline
Store Manager
Scrubs & Beyond
09.2020 - Current
Assistant Manager
Catherine's Plus Sizes
08.2019 - 06.2020
Caregiver
In Home Attendance, LTD
02.2019 - 08.2020
Assistant Manager
Cricket Wireless
12.2016 - 12.2018
Senior Beauty Advisor /Customer Service Associate
Walgreens
04.2014 - 07.2016
Call Center Representative
Heller Group
01.2012 - 01.2014
Diploma in Billing And Office Specialist -
Ultimate Medical Academy - Clearwater
High School Diploma -
New Beginning Christian Academy