Brian Cooke
Tulsa
Summary
Professional with experience in providing high-level support and solutions. Skilled in troubleshooting, customer service, and technical assistance. Strong focus on team collaboration and achieving results. Reliable and adaptable, equipped to handle changing needs and deliver consistent outcomes. Proficient in communication, problem-solving, and managing client relationships.
Overview
17
17
years of professional experience
Work History
Premier Support Specialist
AT&T Mobility
03.2022 - 10.2023
- 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 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 efficiency & 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.
- Operated light trucks to deliver loads as far as 50 miles from home location.
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 suggestive selling opportunity, while understanding importance of time management and productivity
- Able to navigate through PC environment using multiple web-based applications to access different parts of customer's account as well as internet search engines to compare prices of competition
- Take multiple calls daily, negotiating price lock guarantee on new 12–24-month agreements, while offering eligible upgrades to equipment
- Sell value of product to keep clients happy and within company.
- Increased customer retention rates by developing and implementing effective loyalty strategies.
Sales Associate
Metro by T-mobile
04.2016 - 11.2017
- Greet each customer with warm welcome and smile
- Exploring their needs, providing hands-on demonstrations of latest and greatest technology offered
- 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 impacting store operations
- Greeted customers and answered any questions 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.
Retail Sales Associate
Walmart
07.2006 - 12.2012
- Greeted customers and helped with product questions, selections, and purchases.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Maintained clean sales floor and straightened and faced merchandise.
- Maintained clean and organized store environment, enhancing overall shopping experience for customers.
Education
High School Diploma -
East Central High School
Tulsa Tech
Tulsa, OKSkills
- Empathy and patience
- Client relationship building
- Exceptional communication
- Training and mentoring
Timeline
Premier Support Specialist
AT&T Mobility
03.2022 - 10.2023
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
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
Retail Sales Associate
Walmart
07.2006 - 12.2012
High School Diploma -
East Central High School
Tulsa Tech
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