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Doral R. Cook
Customer Service Operations Director
Land O Lakes,FL
Summary
Visionary individual with more than 25 years of demonstrated ability in delivering mission-critical results working at C and B levels for S&P 100 companies. Proactive heart and mind leader with extensive experience in leading all aspects of Call Center operations. Determined leader who is highly proficient in analyzing key performance metric and developing critical paths for business growth. Offering articulate, energetic and results-oriented personality with exemplary passion for developing relationships, cultivating partnerships, leadership training & mentorship and operational excellence.
Overview
25
25
years of professional experience
Work History
Area Manager AHA - Global Chat/IOS/Mac/College Recruiter
Apple
Tampa, FL
11.2015 - 04.2021
- Managed and developed team of 300+ in virtual environment
- Project lead on several high profile projects
- Represented Apple at recruiting fairs to aid in on boarding
- Headed internal and external cross-functional teams, directing several projects.
- Designed and implemented strategies for Chat Program and executed growth initiatives.
- Ensuring that performance is high in all important KPI, quality (NPS) via quality calibration
- Conducted Monthly and Quarterly Business Reviews
- Analyzed operational needs for headcount, scheduling, and training while dealing with high level of ambiguity
Florida Region Program Manager
Verizon Wireless
Tampa, FL
06.2012 - 11.2015
- Directed, launched, and managed marketing programs to strengthen company’s market value in Florida
- Designed marketing campaigns, and improved communications, resulting in raised subscriber volume.
- Devised growth-enhancing strategies, designed marketing campaigns, and improved communications, resulting in raised subscriber volume.
- Enhanced business departments and day-to-day operations in South Area to ensure rapid access to promotions and device information.
- Served as Regional Subject Matter Expert key call-in rate reduction initiatives reducing call in rate by 6%
- Focused on digital advertising footprint and critical segment growth base resulting in sustained increased market share of 4%
- Diversified customer base by developing multicultural marketing efforts.
- Fostered relations with Museum of Science and Industry and created interactive display outlining "The Interning of Things"
Director - Customer Service South Region
Verizon Wireless
Tampa, FL
05.2009 - 06.2012
- Successfully nurtured constant changing environment of culture and pride while leading contact center of over 800 including Associate Directors, Supervisors, and Advisors across multiple departments.
- Increased management involvement in daily operations and changing workplace culture decreasing attrition rate from 4% to 1.2%.
- Revamped reporting and feedback processes to increase NPS (Net Promoter Score) by 15%.
- Implemented CSAT and "Voice of the Customer" changing operational structure of contact center
- Directed all call center operations and cross-functional projects, vendor management, call center start up and growth
- Successfully delivered all customer experience, product/service quality, and team performance goals
- Increased management involvement in daily operations, changed workplace culture decreasing attrition rate from 4% to 1.2%
- Introduced measurable Key Performance Indicators (KPI) for enhanced customer experience Implemented CSAT
- Amplified productivity of associates and reduced disconnects by 40% by instituting call center metrics
- Used advanced analytics and core data to improve staffing forecasting
- Developed several operating processes for all South Area Call Centers
- Successfully transitioning Verizon Landline to 100% call recording
- Recognized as key member of several high-value projects that enhanced company value and growth
- Designated mentor for new Directors
- Managed $40 million annual budget; average budget increase of 20%
- Executed monthly operations reviews for all C and D level employees.
Associate Director Customer Service/Bilingual/Technician
Verizon Wireless
Tampa, FL
10.2005 - 05.2009
- Led team of 190 members, enhanced company growth, and reduced costs of hiring outside translators.
- Re-launched Technical Support Department for Tampa Contact Center.
- Developed several cross-functional teams and designed training programs.
- Reduced Spanish language outsourcing increasing internal growth opportunities and advisor develop.
Associate Director, Customer Service/Global Phone
Verizon Wireless
Columbia, SC
04.1999 - 10.2005
- Supervised staff of 250 and enabled 24/7 support by creating Off Core Global Phone Support Team
- Introduced new scheduling model that improved service and call handling levels from 40% to 75%
- Streamlined follow-up processes and increased productivity by 37%
- Eliminated two billing systems and identified areas of improvement, lowering expenses and increasing efficiency.
Education
MBA - Business Administration And Management
Ducere Global Business School
VirtualSkills
Strategic leadership
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
How many ideas have there been in the history of the human race that were unthinkable ten years before they appeared?
Fyodor Dostoevsky
Timeline
Area Manager AHA - Global Chat/IOS/Mac/College Recruiter
Apple
11.2015 - 04.2021
Florida Region Program Manager
Verizon Wireless
06.2012 - 11.2015
Director - Customer Service South Region
Verizon Wireless
05.2009 - 06.2012
Associate Director Customer Service/Bilingual/Technician
Verizon Wireless
10.2005 - 05.2009
Associate Director, Customer Service/Global Phone
Verizon Wireless
04.1999 - 10.2005
MBA - Business Administration And Management
Ducere Global Business School
Training|Certifications
Training in Project Management | Situational Leadership | Managing Virtual Teams | Coaching | Strategic Execution | Leadership | Communications | Reporting | Forecasting | Critical Thinking
Training & Certifications
Training in Project Management | Situational Leadership | Managing Virtual Teams | Coaching | Strategic Execution | Leadership | Communications | Reporting | Forecasting | Critical Thinking
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