Debbie G. COOK
Gaffney,SC
Summary
Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals. Dependable employee seeking opportunity to expand skills and contribute to company success. Considered hardworking, ethical and detail-oriented.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
ResultsCX
09.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Branch Manager
Security Finance
01.2018 - 05.2023
- Improved growth year over year by 200 accounts.
- Controlled business risk, proactively assessing conditions and implementing mitigation strategies.
- Coached and built team by evaluating and offering constructive feedback to personnel.
- Showed accountability by taking ownership of business and willingness to make customer-focused decisions.
- Maintained and developed relationships with business customers.
- Boosted and maintained staff morale, conducting daily huddles to communicate goals, strategies and new initiatives.
- Applied clear custody and control procedures to maintain secure records.
- Monitored tax document preparation at state and federal levels. Had positive growth by 5 returns.
Senior Assistant Manager
Security Finance
01.2013 - 01.2018
- Supported director's oversight and decision-making with real-time operations feedback.
- Increased team sales with effective coaching on conversational strategies and closing techniques.
- Supported senior managers with day-to-day operational requirements.
- Uphold brand image by maintaining branch cleanliness, approachability and service.
Store Manager
Goodwill Industries
06.2000 - 06.2012
- Operated a $1,000,000 + revenue store.
- Balanced tills at end of shifts and made daily bank deposits.
- Identified new opportunities to increase sales and achieve store targets.
- Coordinated employee schedules for optimum performance and shift coverage.
- Addressed and resolved escalated customer complaints and worked to restore satisfaction.
- Established clear expectations and objectives for team members and helped each achieve goals.
- Conducted periodic performance reviews to assess employee performance.
- Reviewed financial statements and activity reports to measure productivity or goal achievement.
Education
GED -
University of Kentucky
Lexington, KY05.2023
Skills
- Risk mitigation
- Information management
- Budget planning
- Cash flow management
- Financial reporting
- Ability to multitask
- Issue troubleshooting
- Sales development
- Critical thinking
- Active listening
- Call center experience
- Computer proficiency
- Payment processing
- Professional telephone demeanor
- Order processing
- De-escalation techniques
- Product sales
- Service upselling
- Brand representation
- Customer service
- Data entry
Timeline
Customer Service Representative
ResultsCX
09.2023 - Current
Branch Manager
Security Finance
01.2018 - 05.2023
Senior Assistant Manager
Security Finance
01.2013 - 01.2018
Store Manager
Goodwill Industries
06.2000 - 06.2012
GED -
University of Kentucky
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