Overview
Work History
Education
Skills
Certification
Accomplishments
Work Availability
Work Preference
Quote
Software
Languages
Interests
Summary
Timeline
Hi, I’m

Christina Cook

Woodbury,MN
Christina Cook

Overview

13
years of professional experience
5
years of post-secondary education

Work History

3M

Customer Service Representative in AASD
04.2019 - Current

Job overview

  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Utilized CRM systems to track customer interactions and support needs.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded proactively and positively to rapid change.
  • Cross-trained and provided backup support for organizational leadership.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Processed returns and exchanges for customer convenience and satisfaction.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Contributed to team goals by maintaining high customer satisfaction ratings.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Increased customer engagement by proactively reaching out with service updates.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Assisted in training new team members on customer service protocols.
  • Enhanced the quoting experience for AFT by taking on quoting and notification of PFAs and reformulation.
  • Assisted in Sales Leads for Aerospace sales representatives through Salesloft.
  • Collaborated with another coworker to take on the Team Engagement Champion.
  • Sought ways to improve processes and services provided.

3M

Customer Service Representative in IBG PG&F CW
11.2018 - 03.2019

Job overview

  • Performs SKU set up through BSO cases frequently
  • Calls multiple customers introducing bCom; helping customers register
  • Assigned accounts within super abrasives
  • Assist coworkers in other product lines and plant locations
  • Provide feedback to sales manager to be more efficient
  • Updated super abrasive spreadsheet
  • Communicates with customers via phone and email
  • Sort the unassigned mailbox for super abrasives

3M

Customer Service Representative in IBG Converter Markets CW
05.2018 - 11.2018

Job overview

  • Enter customers’ orders
  • Create solutions in many challenging situations
  • Performs dimension conversion and variant configuration
  • Communicates to customers via email and phone
  • Responsible for CFOs (Customer First Ordering)
  • Order validation in SAP
  • Assisting in Business Transformation
  • Helped pull invoices over a year, providing detailed spreadsheet to a key account customer
  • Worked with marketers to assure pricing and MOQ issues were resolved with converter customers
  • Trained in CSMS, COMS, Salesforce, LotusNotes, Certs, Product Center (EPC), GGSM, RRSW, Esker (epop), OnDemand, Contracts, CHIPS, Lean Six Sigma, Vendavo, bCom, OneDrive, Lighting, and SAP

Xcel Energy

Administrative Assistant & Project Coordinator
01.2017 - 01.2018

Job overview

  • Performed data entry in the system KorTerra
  • Analysis job sites to determine best method to clear problem identified
  • Assisted in entering invoices
  • Performed customer calls for restoration
  • Responsible of all emergency jobs throughout Minnesota, Wisconsin, and Michigan
  • Communicated with eight contractors according to area
  • Attended scheduling meetings to plan future jobs
  • Responsible for customer letters
  • Assisted in interviewing and training
  • Rewrote processes for new systems
  • Trained in SAP, Documentum, GIS, SharePoint Online, SharePoint Sandbox, CRS, and KorTerra

Power Mation

Administrative Receptionist
01.2016 - 01.2017

Job overview

  • Responsible for opening the office and introducing the company’s mission to clients and vendors
  • Created and maintained spreadsheets on Microsoft Excel
  • Organized large events for company ensuring space and catering needs were aligned
  • Demonstrated ability to organize marketing literature for inside and outside sales department
  • Proficiently answered the phones and transferred customers/suppliers to the appropriate person within the business
  • Received mail for the accounting department while handling outgoing mail
  • Handled other administrative tasks for the Sales department

Cabelas

Customer Service Outfitter
01.2014 - 01.2016

Job overview

  • Demonstrated superior customer service, provided friendly/welcoming care for each customer
  • Confidently followed company’s policies and procedures
  • Operated POS (point of sale) system for returns and exchanges
  • Operated AS400 for customer’s online orders, to fill inventory, and looking up past purchases with confidentiality rights fulfilled to the customer
  • Operated RPI Inventory System
  • Happily, took on multiple roles in the company to achieve efficiency such as cashiering, warehouse, and switchboard
  • Learned Akkadian console operator for the phone system
  • Rewarded an 'Outstanding Outfitter Award' by the CEO (Tommy Milner) of Cabela’s
  • Caring of customers wants and needs would go above and beyond to accomplish customer satisfaction

Afton House Inn

Host to Server
01.2012 - 01.2013

Job overview

  • Greeted guests with a warm welcoming smile as they entered/exited the door
  • Helped servers greet and grab beverages while they were busy with other guests
  • Helped the kitchen run food
  • Cleaned the restaurant after close
  • Stayed busy and maintained hard work throughout the entire shift each day
  • Promoted to serving due to hard work
  • Served in a winery, fine dining, and bar restaurant

Education

University of St. Catherine's
St. Paul, Minnesota

Bachelor of Science from Communications
09.2013 - 05.2018

University Overview

· Dean's List [Spring of 2017 Fall and Spring 2018]

· Honoree of [Lambda Pi Eta Honor Society]

· [Educational Excellence] Scholarship Recipient

· Organized a campaign to fight for more financial and economic assistance in St. Paul, Minnesota for the homeless. While providing available resources to assist. Further educating Minnesotans on the needs and current issues.

Skills

Empathic

Customer service

Communication

Negotiation

Analytical

Problem solving

Microsoft Office

Good judgement

Teaching and Training

Motivation

Reliability and Commitment

Fast Processor

Organized

Professionalism

Process optimization

Regulatory compliance

Prioritization

Conflict resolution

Escalation management

Call triaging

Technical support

Certification

  • First Aid Certification
  • CPR/AED Certification

Accomplishments

Accomplishments
  • High Customer Satisfaction Scores: Consistently receiving high ratings on customer satisfaction surveys, reflecting excellent service and problem-solving abilities.
  • Resolved High Volume of Customer Inquiries: Successfully managing and resolving a large number of customer inquiries and complaints within a specified time frame, showcasing efficiency and effectiveness.
  • Training and Mentoring: Training new employees or mentoring team members, contributing to the development and improvement of the customer service team.
  • Process Improvements: Identifying and implementing process improvements that streamline customer service operations and increase productivity.
  • Recognition and Awards: Receiving recognition or awards for outstanding customer service, such as the Cultural Element Awards.
  • Technical Proficiency: Demonstrating proficiency with customer service software and tools, leading to more efficient handling of customer issues.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

HybridOn-Site

Important To Me

Career advancementWork-life balanceCompany CulturePersonal development programsHealthcare benefitsTeam Building / Company Retreats

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Software

SAP

Salesforce

Outlook

OneNote

SharePoint

Excel

Mocha

Navigator

Vendavo

Fiori

AIM (Citrix)

Languages

English
Native or Bilingual

Interests

Sports

Reading

Spirituality

Films

Travel

Nature Walks and Hiking

Summary

Dynamic and results-driven professional with a passion for training and development, seeking to contribute to 3M's success by enhancing employee capabilities and driving organizational growth. I have a strong track record in designing and delivering effective training, I excel at fostering engaging learning environments and supporting continuous improvement. My strong communication skills, coupled with a commitment to excellence, enable me to effectively mentor and guide teams towards achieving their full potential. Eager to leverage my expertise in instructional design and leadership to support 3M's mission and values.

Timeline

Customer Service Representative in AASD
3M
04.2019 - Current
Customer Service Representative in IBG PG&F CW
3M
11.2018 - 03.2019
Customer Service Representative in IBG Converter Markets CW
3M
05.2018 - 11.2018
Administrative Assistant & Project Coordinator
Xcel Energy
01.2017 - 01.2018
Administrative Receptionist
Power Mation
01.2016 - 01.2017
Customer Service Outfitter
Cabelas
01.2014 - 01.2016
University of St. Catherine's
Bachelor of Science from Communications
09.2013 - 05.2018
Host to Server
Afton House Inn
01.2012 - 01.2013

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Christina Cook