Donna Cook
Stuarts Draft,VA
Summary
I want to succeed in a challenging work environment I do believe that I have the skills to do this job very well, if given the opportunity. I am very detailed and organized, and also follow up on each job duty. I am a team player, but can work alone. I have a great personality, as well as enthusiasm, and being motivated. I have basic Computer skills, along with phone communications, as well as being customer friendly.
Overview
28
28
years of professional experience
Work History
Director of Operations
Blue Mountain Plumbing Heating & Cooling
Staunton, VA
06.2023 - Current
- Oversee the daily operations of a call center, ensuring the team delivers excellent customer service, meets performance goals, and adheres to company policies. Monitor and evaluate agent performance, providing coaching, training, and development opportunities. Manage scheduling, shift planning, and resource allocation to ensure coverage and productivity. Prepare daily/weekly reports for senior management. Work closely with field operations, service managers, and technicians to coordinate daily job schedules and adjust plans as needed. Customer-first mindset with a focus on service quality and professionalism.
Office Manager
Blue Mountain Plumbing Heating & Cooling
Staunton, VA
02.2018 - Current
- Answering incoming calls to assist customer with scheduling appointments. Dispatch technicians. Take payments in person as well as over the phone. Process payments from technicians daily work. Enter customer information into QuickBooks. Enter and pay bills in QuickBooks. Pay monthly bills for company. Payroll. Process all returns, warranties. Ensure office is running proficiently. Hiring of new employees. Set up company events, training. Follow up with customers. Prepare and present weekly, monthly, quarterly excel sheets.
CRR
AmeriGas
10.2016 - 02.2018
- Answering incoming calls to assist customer with questions on their account as well as place orders for delivery. Take payments in person as well as over the phone. Place outgoing calls for collections. Create accounts for new customers. Enter drivers daily work into the computer. Create data collations for drivers work for the previous day. Enter tickets for deliveries as well as create work orders in SAP for scheduled service work.
RETURNS & ADMIN SUPERVISOR
NTELOS
10.2009 - 07.2016
- Support QA Team, Handset Specialist, Returns and Reverse Logistics Receiving and shipping of handsets to customers as well as store locations and outside vendors for repairs. Request RA/RMA's to return defective units. Enter phones into inventory on a daily bases. Inventory counts each month. Order supplies when needed. Work with outside vendors to obtain parts that are needed. Entry of received inventory into our system AX production.
TBR TEAM LEADER
NTELOS
01.2008 - 01.2009
- Support employees and their daily job duties. Handles escalations. Perform all exchanges and returns. Schedules and adherence of the team. Print daily reports and closing end of day in our RITS system.
TBR MEMBER
NTELOS
01.2007 - 01.2008
- Call customers and advise of the status of the phone that was sent in for repair and go over options if the phone was non-repairable. Update inventory for the team Send out letters to customers that could not be reached by phone. Renewing customer contracts and upgrading services. Billing customers' accounts for service and new phone purchases. Take escalations from customer care and work on an email box established for customers.
CUSTOMER CARE REPRESENTATIVE
NTELOS
01.2006 - 01.2007
- Answer calls in an effective and timely manner. Process payments for customers. Answer all questions customer may have with the account. Activate and program phones for the customer and add any special feature the customer may request.
FORKLIFT DRIVER/CHECKER
BURRIS LOGISTICS
01.1998 - 01.2006
- Load and unload truckers by hand and also forklift. Stocked freezer with inbound freight. Pull orders Prepared drivers bills Fax documents and schedule appointments for truck to be unloaded. Prepare receiving reports for incoming and outgoing freight. Operated pallet jacks, forklifts, cherry picker to complete job duties.
Education
GENERAL -
BUFFALO GAP HIGH SCHOOL
06.1989
Skills
- Operational efficiency
- Operations oversight
- Strategic planning and execution
- Business management
- Accounting Software: QuickBooks
- Field Service Management Software: Service Titan
- Microsoft
- Shipping & Receiving
- Freight
- Forklift/Pallet Jack
- Packaging
- Load & Unload Trucks
Timeline
Director of Operations
Blue Mountain Plumbing Heating & Cooling
06.2023 - Current
Office Manager
Blue Mountain Plumbing Heating & Cooling
02.2018 - Current
CRR
AmeriGas
10.2016 - 02.2018
RETURNS & ADMIN SUPERVISOR
NTELOS
10.2009 - 07.2016
TBR TEAM LEADER
NTELOS
01.2008 - 01.2009
TBR MEMBER
NTELOS
01.2007 - 01.2008
CUSTOMER CARE REPRESENTATIVE
NTELOS
01.2006 - 01.2007
FORKLIFT DRIVER/CHECKER
BURRIS LOGISTICS
01.1998 - 01.2006
GENERAL -
BUFFALO GAP HIGH SCHOOL
Additional Information
- SKILLS & ABILITIES
- Computer
- Communications
- Supervisory
- Multitasking
- Organization
- Dependability