BRIAN COOK
Raleigh,NC
Summary
Business professional with 10 years of experience in optimizing customer service operations and implementing process improvements. Proven track record of enhancing customer and employee satisfaction through strategic leadership. Expertise in problem-solving and fostering collaboration within teams.
Professional leader with expertise in team management and project coordination. Proven track record of enhancing team performance and meeting project milestones efficiently. Strong skills in conflict resolution and strategic planning support effective leadership in dynamic environments.
Overview
10
10
years of professional experience
Work History
Customer Solutions Group Leader
Carpenter Technology
Raleigh, NC
09.2024 - Current
- Orchestrated training programs for new and existing employees, ensuring comprehensive documentation and visual aids effectively outlined key processes for titanium division.
- Spearheaded development and implementation of process improvements through project management initiatives.
- Led development of four cross-organizational process improvements to enhance interdepartmental collaboration.
- Led cross-functional improvement projects to identify bottlenecks and implement actionable solutions.
- Facilitated training, mentoring, and support for three domestic and international teams to enhance integration of new business practices and system processes.
- Delivered strategic insights to drive scalable and efficient business process overhauls.
- Sustained support for business development initiatives as detailed in the following sections.
- Oversaw production and quality control of specialty metals and alloys.
Business Development Representative
Carpenter Technology
Reading, PA
07.2020 - 09.2024
- Cultivated and maintained relationships with 25 high-priority customers, contributing to annual revenue exceeding $53 million.
- Developed and maintained strong relationships through proactive communication and timely issue resolution for customers and internal stakeholders.
- Conducted comprehensive data analysis to identify customer trends and implement strategies for improved satisfaction and sales growth.
- Organized and updated customer account documentation to meet audit requirements and enhance training effectiveness.
- Directed manufacturing processes for specialty metals and alloys, focusing on innovation and precision in production.
Intern
Carpenter Technology
Reading, PA
01.2020 - 06.2020
Mobile Expert
T-Mobile
Exeter, PA
10.2015 - 06.2020
- Guided new hires through comprehensive training and mentorship, resulting in increased employee retention and enhanced performance.
- Supervised inventory control and store operations as a key-holder, facilitating uninterrupted day-to-day activities.
Education
MBA - Project Management / Data Analytics
Meredith College
Raleigh, NCBachelor of Science - Business Management
The Pennsylvania State University
Reading, PA01.2020
Skills
Team Leadership & Development
Performance Management
Process Improvement
Cross-Functional Collaboration
Business Development
Account Management
Data Analysis & Visualization
Implementation Strategy
Conflict Resolution
Stakeholder Collaboration
Negotiation Tactics
Excel Modeling (Pivot Tables, Lookups, Formulas)
Tableau
SharePoint
SAP (ERP)
Salesforce (CRM)
Axis Axiom Software (ERP)
Adobe Acrobat
Axiom Axis
Citrix Software
AI Prompt Generation
Process Mapping
Work Instruction Creation
Accomplishments
- Implemented multiple revenue-generating charges and automation into existing systems for leadership resulting in optimized business processes.
Timeline
Customer Solutions Group Leader
Carpenter Technology
09.2024 - Current
Business Development Representative
Carpenter Technology
07.2020 - 09.2024
Intern
Carpenter Technology
01.2020 - 06.2020
Mobile Expert
T-Mobile
10.2015 - 06.2020
Bachelor of Science - Business Management
The Pennsylvania State University
MBA - Project Management / Data Analytics
Meredith College