Harvey Cole

• Led customer service team in resolving complex inquiries and enhancing overall client satisfaction.
• Developed training programs to improve staff performance and operational efficiency.
• Implemented process improvements that streamlined workflows and reduced response times.
• Monitored key performance indicators to ensure adherence to service standards and goals.

• Utilize VMS and PTS to schedule programming for air
• Localize audio stem files and ingest them in internal database
• Schedule different versions of shows using program logs in PTS (timed for standards and accuracy)
• Segment programming for streaming. Enter audio and video metadata in PTS
• Participate in competitive research of other networks streaming processes.
• Screen various ViacomCBS shows for discrepancies and tech issues.
• Assisted with day-to-day operations, working efficiently and productively with all team members.

• Developed and delivered comprehensive training programs for new and existing customer support associates at Whole Foods Market.
• Led onboarding processes, ensuring new hires embraced the company culture and values.
• Provided continuous coaching and feedback, resulting in improved performance and customer satisfaction metrics.
• Collaborated with management to identify training needs, enhancing overall team effectiveness in Atlanta, Georgia.

• Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.

• Developed strong customer service and product knowledge skills to enhance individual and team performance.
• Trained new team members by relaying information on company procedures and safety requirements.
• Evaluated customer needs and feedback to drive product and service improvements.
• Trained and mentored junior staff on best practices and operational procedures.