Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Brian Cooke

Tulsa,OK

Summary

Personable and dedicated Customer Service Representative with extensive experience in retail, call center, and transportation & delivery industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Premier Support Specialist

AT&T Mobility
03.2022 - Current
  • Provided technical support and troubleshooting for customers' inquiries, issues, and requests.
  • Identified and documented customer problems using helpdesk ticketing system.
  • Performed root cause analysis on escalated cases to identify underlying issues.
  • Conducted research on products, services, protocols, and standards to remain current with changes in technology.
  • Maintained customer records within the database system by logging all support activities.
  • Provided technical advice to customers based on their needs.
  • Collaborated with other departments to ensure that customer requirements were met.
  • Ensured customer satisfaction through prompt response times and accurate resolutions.

Delivery Driver

FedEx:Ground
03.2020 - 12.2021
  • Load, unload, prepare, secure & protect contents of delivery vehicle
  • Fully understand how to operate and safely drive assigned delivery trucks (not all trucks are the same)
  • Follow assigned driving routes and time schedules to residential & commercial clients in a safe and timely manner
  • Complete audit logs & reports, follow DOT regulations & safety standards
  • Keep equipment maintained, refueled & clean inside and out
  • Work closely with management to ensure eciency & safety.
  • Received daily delivery instructions and route assignments from dispatch.
  • Inspected delivery vehicle to ensure optimal safety and performance prior to each trip.
  • Loaded, secured, and unloaded cargo in a safe and timely manner.
  • Adhered to all applicable traffic laws while driving delivery vehicle.
  • Followed safety protocols for loading, unloading, securing, inspecting, operating, and maintaining the assigned vehicle.
  • Cleaned interior and exterior of delivery vehicle at end of shift as needed.
  • Reported mechanical issues with delivery vehicle to supervisor in a timely manner.
  • Performed pre-trip inspections of delivery vehicle according to company guidelines.
  • Delivered goods in a timely fashion while adhering to speed limits and other traffic regulations.
  • Stayed up-to-date on changing local roads and construction areas that may affect routes.
  • Assisted warehouse personnel in packing orders when necessary.
  • Monitored fuel level throughout shift and refueled when necessary.
  • Drove safely in all weather conditions including rain, snow, sleet, ice.
  • Checked tires for proper inflation before leaving on each route.
  • Navigated routes with relevant map programs and GPS systems.
  • Transported and safely delivered items to prevent damage or loss.
  • Handled merchandise in accordance with product handling standards.

Inside Sales Representative

Alert 360
08.2018 - 11.2019
  • Answer each call in a friendly enthusiastic manner
  • Work with new and existing customers answering all sales questions accurately
  • If need be, set up sales appointments and transfer leads in salesforce to local branches per customer location
  • Follow through in a timely and professional manner with designated sales leads and follow up with newly installed customers
  • Develop and work a daily activity plan with management, track the results of the daily activity for review with management; and achieve and exceed monthly sales goals.
  • Developed and implemented strategies to increase sales volume.
  • Provided customers with product information, pricing and availability.
  • Conducted outbound calls to existing clients to upsell products or services.
  • Generated leads through cold calling potential clients.
  • Maintained detailed records of customer interactions, orders and account status updates.
  • Cross-sold additional products or services based on customer needs.
  • Followed up on pending orders and inquiries in a timely manner.
  • Negotiated contracts with customers regarding price, delivery terms, payment terms and other conditions.

Retention Specialist

DISH Network
11.2017 - 08.2018
  • Answer each call with a suggestive selling opportunity, while understanding the importance of time management and productivity
  • Able to navigate through a PC environment using multiple web-based applications to access dierent parts of a customer's account as well as internet search engines to compare prices of competition
  • Take multiple calls a day, negotiating price lock guarantee on new 12-24 month agreements, while oering eligible upgrades to equipment
  • Sell the value of the product to keep clients happy and within the company.

Sales Associate/Store manager

Metro by T-mobile
04.2016 - 11.2017
  • Greet each customer with a warm welcome and smile
  • Exploring their needs, providing hands-on demonstrations of the latest and greatest technology oered
  • Side by side selling to find personalized products and service plans that keep customers connected, including upselling accessories and up and coming internet of things devices
  • Approach each service and sales needs with patience, honesty, empathy, and integrity.

Unarmed Security Guard

Harmon Security LLC
12.2014 - 03.2016
  • Check in with dispatch and site property managers
  • Perform Hourly walk through/drive through patrol of property, making sure no unauthorized persons trespassing after hours
  • Make sure all doors are shut and locked, windows are secure, lights turned o in all facilities being patrolled
  • Document patrols and any activities during shift.

Cashier

Maverik Fuel Station
10.2013 - 10.2014
  • Operate POS precisely and accurately handle money, checks, and other types of payment received for products sold
  • Perform the following service transactions in accordance with company policy
  • Review and adhere to all city, county, state, and federal laws aecting store operations
  • Greeted customers and answered any questions they had about the store's products and services.
  • Verified that customers were of legal age to purchase alcohol or tobacco products.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
  • Issued receipts, refunds, credits or change due to customers.
  • Stocked shelves with merchandise when needed.
  • Receive product deliveries from vendors: move, sort and stack cases, stock shelves with new merch.

Education

High School Diploma -

East Central High School
Tulsa, OK

Skills

  • Great at Communication and Listening
  • Many years in Customer Service
  • Highley organized in work place/stations
  • Time Management expert
  • Inside Sales and Retail Sales Experience
  • Negotiator
  • Microsoft Excel
  • Internet Of Things Knowledge (IOT)
  • Salesforce
  • Order entry
  • Operating systems
  • Account Management
  • Help Desk Support
  • Online Chat Support
  • Call Management
  • Service Schedule Coordination
  • Delivery Management
  • Incoming Call Management
  • Tracking and Documentation
  • Call Center Operations

Accomplishments

  • Certificate of Achievement for handling difficult customers with Alert 360.
  • Anniversary Award for dedicated service with Alert 360.
  • Certificate of Achievement for successfully completing retention training at DISH.
  • Certificate of Achievement in recognition of outstanding accomplishments and contributions for Family & Children's Services.
  • Certificate of Achievement in recognition of valuable contributions to CAP.

Certification

Certificate of Achievement in recognition of perfect attendance for the 4th quarter of 2018 with Alert 360.

Timeline

Premier Support Specialist

AT&T Mobility
03.2022 - Current

Delivery Driver

FedEx:Ground
03.2020 - 12.2021

Inside Sales Representative

Alert 360
08.2018 - 11.2019

Retention Specialist

DISH Network
11.2017 - 08.2018

Sales Associate/Store manager

Metro by T-mobile
04.2016 - 11.2017

Unarmed Security Guard

Harmon Security LLC
12.2014 - 03.2016

Cashier

Maverik Fuel Station
10.2013 - 10.2014

High School Diploma -

East Central High School

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Brian Cooke