Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Cole Borkin

Templeton,California

Summary

High-energy professional focused on promoting customer satisfaction through exceptional service and maintaining outstanding quality. Experience in sales, tech, highly accurateand efficient with data entry, project management, leadership, troubleshooting, and general operations. Multiple years of experience working under pressure in high volume environments. Exceptional people skills with a down-to-earth, outgoing personality. Possess an exceptional work ethic and drive to learn.

Overview

14
14
years of professional experience

Work History

Tier 2 Technical Support Specialist

Securepro, Inc
04.2023 - Current
  • Project management.
  • Set up new customer accounts and follow through the entire process.
  • Manage a ticket system.
  • Write quotes and estimates
  • Schedule team of technicians to various jobs that require various skills from network troubleshooting to fire alarm installs.
  • Support field techs and assist them in solving issues.
  • Troubleshoot advanced systems
  • Create new SOP's
  • Train new hires
  • Lead weekly meetings with the entire company.
  • Weekly meetings and point of contact for high end clients
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Recorded and maintained relevant notes for each client and work order.
  • Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Remote programming for cameras, burglar alarm panels, NVR's, Iobots, fire panels, and access control systems.
  • Managed the annual fire inspections project which programming airtable to suit our needs, gathered information from five different software's and added it into one, created a system for the first time in the companies history for annual fire alarms, and set it up to annually send an email to the support team for each customers account 1 month before the fire inspection is due effectively automating the previously arduous process.


Tier 2 Customer Service Representative

Zurn
10.2021 - 04.2023
  • Created SOP's
  • Managed Canada, ZSA, MRO, Escalation, and Stock queues.
  • Trained in the lab with engineers.
  • One of the few to master all product lines.
  • Member of the Center of Excellence and Escalation team.
  • Managed KEC, a high end client with very specific needs and high volume.
  • Answered 100-150 calls and emails per day as the most productive member on the team.
  • Specialized in water safety equipment such as fire valves, prv's, acv,s and backflow preventers.
  • Instructed plumbers in the field on how to troubleshoot, repair, and replace various valves, systems, and devices.
  • Assisted other team members with issues.
  • Managed the OOR report and created a new process to manage it.
  • Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Installed and configured operating systems and applications.
  • Configured and tested new software and hardware.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Worked with various other locations and departments internationally to solve issues.

Server

Distasio’s
05.2020 - 08.2021
  • Served Food
  • Plated food
  • Prep Work
  • Opened and closed restuarant
  • Attention to detail
  • Multitasking
  • Teamwork
  • Interpersonal communication
  • Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
  • Increased sales significantly by upselling higher-end products to customers.
  • Processed orders and sent to kitchen employees for preparation.
  • Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
  • Resolved customer complaints promptly and professionally to maintain positive reputation.

Guests Services Supervisor

Mammoth Mountain Ski Resort
11.2018 - 03.2020
  • Supervised a team of cashiers
  • Manager on duty
  • Resolved issues and escalations with passes and guests
  • Up-sale pass packages and excursions
  • Provided world class guest service
  • Assisted in monitoring budget
  • Delegated tasks
  • Nightly and monthly reporting to executive team
  • Demonstrated leadership ability
  • Point person in all guest escalations
  • Problem solved all system issues
  • Trained cashiers
  • Trained managers up to director level on internal software troubleshooting
  • Worked with the head of IT to solve an issue effecting 32 ski resorts
  • Lead weekly and daily meetings with the team
  • Organized team building exercises and events
  • Interviewed new hires
  • Assisted in onboarding new hires
  • Assisted in off boarding new hires
  • Took yearly and biyearly HR training classes with the rest of the management team.

Ticket Sales

Aspen Ski Company
12.2017 - 10.2018
  • Provided exceptional guest service
  • Became knowledgeable on products
  • Learned RTP a POS program
  • Cash handling
  • Up-sale pass packages and excursions
  • Assisted with questions about the area
  • Access greeted guest at gates and checked for fraud
  • Assisted in resolving all guest escalations
  • Server

Server

Ryno’s Restaurant
12.2017 - 10.2018
  • Provided excellent customer service
  • Server responsibilities
  • End of night clean up
  • Prep work
  • Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
  • Resolved customer complaints promptly and professionally to maintain positive reputation.

Ticket Agent

Mammoth Mountain Ski Resort
11.2016 - 05.2017
  • Provided guests services in a friendly and professional manner
  • Resolved any issues with guests
  • Handled cash and register
  • Learned RP3 a POS program
  • Customer service

Personal Assistant/Maintenance/Moving

Rock View Realty
03.2014 - 11.2016
  • Assist with answering emails, returning calls and scheduling appointments
  • Followed up with leads to convert to clients
  • Moved clients out of and into homes
  • Provided basic landscaping, painting, and handyman services to clients

Volunteer

Woods Humane Society
01.2012 - 01.2015


  • General labor.
  • Cleaned cages, fed animals, and walked animals.
  • Sanitized bedding, toys, and kennels

Volunteer -Junior Supervisor

Cambria Teen Center
12.2010 - 10.2011
  • Aided with errands and general labor
  • Supervised teens and activities

Education

Leffingwell High School………………
Santa Rosa Creek, Cambria, CA

General Education

Cuesta College
San Luis Obispo, CA

Skills

  • Project Management
  • Team Leader
  • Troubleshooting
  • Technical support for professionals and customers
  • World Class Customer Service
  • Inbound Phone Call Management
  • Remote IT Implementation
  • Customer Communication
  • Brand Representation
  • Problem-Solving Skills
  • Verbal and Written Communication
  • Training and Development
  • World class Guest Service
  • Plumbing
  • Basic IT Skills
  • Multi Tasking
  • Organization

Accomplishments

Received multiple Spotlight awards at Zurn.

Won multiple sales contests resulting in over $2,000 of bonuses at Mammoth Mountain.

Worked with the head of IT to solve software issue affecting 32 different resorts at Mammoth Mountain

Working with senior management to free up $150,000 worth of Fire Valve orders and get them shipped in time for quarter end at Zurn.

Employee of the week multiple times at Mammoth Mountain.

Timeline

Tier 2 Technical Support Specialist

Securepro, Inc
04.2023 - Current

Tier 2 Customer Service Representative

Zurn
10.2021 - 04.2023

Server

Distasio’s
05.2020 - 08.2021

Guests Services Supervisor

Mammoth Mountain Ski Resort
11.2018 - 03.2020

Ticket Sales

Aspen Ski Company
12.2017 - 10.2018

Server

Ryno’s Restaurant
12.2017 - 10.2018

Ticket Agent

Mammoth Mountain Ski Resort
11.2016 - 05.2017

Personal Assistant/Maintenance/Moving

Rock View Realty
03.2014 - 11.2016

Volunteer

Woods Humane Society
01.2012 - 01.2015

Volunteer -Junior Supervisor

Cambria Teen Center
12.2010 - 10.2011

Leffingwell High School………………

General Education

Cuesta College

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Cole Borkin