Jarathan Cook
Norton,VA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Overview
13
13
years of professional experience
Work History
Operations Manager
EarthLink
Wise, VA
06.2022 - Current
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Management of a multi-department workforce that handles, consumer sales, consumer CS, consumer TS, B2B sales, B2B CS, and B2B TS.
- Oversight of department level managers, operations, sales, customer support, technical support, finance, human resources, safety and compliance.
- Increased profit by streamlining operations.
- Spearheaded department training to enhance employee performance and boost employee productivity.
- Advanced productivity KPIs to achieve key business goals and objectives.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Introduced new methods, practices and systems to reduce turnaround time.
Inside Sales Supervisor
EarthLink
Wise, VA
03.2022 - 06.2022
- Organized and led staff meetings to share progress, establish goals and provide additional resources to keep team members on target.
- Reviewed daily metrics of inside sales experts to evaluate strengths and weaknesses.
- Set and exceeded inside sales goals by establishing ambitious targets and motivating sales representatives.
- Tracked attendance of sales representatives, resolved escalated customer complaints and effectively handled multiple projects in fast-paced atmosphere.
- Oversaw team of 12 inside sales experts and led staff to exceed sales goals.
- Designed survey method to evaluate inside sales team.
Workforce Management Specialist
Crutchfield Corp
Charlottesville, VA
10.2018 - 02.2022
- Managed real-time inbound call, chat, email, and Social Media traffic across multiple departments (Sales 110, Customer Support 39, & Technical Support 79).
- Optimized schedules, intra-day performance, and used RTA tools to insure service levels for multiple departments.
- Provided training on Schedule Management Software to support team members and management.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Coordinated implementation of people-related services, policies and programs through departmental staff.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Daily review and adjustment of intraday performance across multiple departments (Sales, Customer Support, & Technical Support) and channels (calls, chat, email, and social media)
Sales Operational Supervisor
Crutchfield Corp
Charlottesville, VA
06.2017 - 10.2018
- Motivated and supported 100+ Sales Advisors to maximize department productivity.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Provided direct support to Sales Advisors for product information needs
- Worked with escalated customer interactions
- Real Time Management of 1200+ calls, 1000+ Chats, and multiple escalations throughout each day.
- Provided support to Sales Team Leaders and Managers
- Pro Audio implementation and Training of new team members
Sales Advisor
Crutchfield Corp
Charlottesville, VA
08.2016 - 06.2017
- Exceeded required knowledge base of applicable sales and product changes in order to provide best possible service for all customer needs.
- Listened to customer details and offered matching solutions to meet wide range of requirements.
- Developed and delivered engaging sales presentations to convey product benefits.
- Responded to email, chat, and telephone requests for complex system integration.
- Organized sales paperwork, presented proposals and finalized contracts.
- Retained excellent client satisfaction ratings through outstanding service delivery.
Tournament and Membership Director
Integrity - Raven Rock Golf Course
Jenkins, KY
08.2015 - 08.2016
- Facilitated business by implementing practical networking techniques.
- I wore many different hats in this role from running the grill, food prep, grounds keeping, club fitting, etc
- Built relationships with customers and community to establish long-term business growth.
- Organized promotional events and interacted with community to increase sales volume.
- Managed accounts to retain existing relationships and grow share of business.
- Large scale charity golf tournament planning and facilitation
Sales Representative
Russell Cellular Verizon Wireless
Norton, VA
06.2014 - 08.2015
- Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Exceeded goals for new accounts in single sales cycle.
- Implemented brand marketing and sales campaigns.
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
- Organized sales paperwork, presented proposals and finalized contracts.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
- Cold-called leads and closed large number of new sales over several months.
- Tailored sales approaches and techniques to specific client needs and wants.
- Documented customer interactions using proprietary point of sale to capture data in processing system.
National Board Certified Pharmacy Technician
Lonesome Pine Economy Drug
Norton, VA
02.2011 - 06.2014
- Consulted with insurance company representatives to complete claims processing, resolve concerns and reconcile payments.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Trained and guided new hires in different aspects of the position
- Located and measured medications according to prescription information, making modifications as instructed by pharmacists and providers.
- Coordinated verification and filling of more than 300 daily prescriptions in high-volume retail pharmacy environment.
- Resolved non-routine issues like third-party billing, computer system and customer service issues.
- Counted, measured, and compounded medications following standard procedures.
- Processed incoming drug orders by checking deliveries against paperwork and updating computer system.
- Ordered medicines daily to replenish stock and increase inventory in anticipation of need.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Reviewed and verified customer information and insurance provider information.
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Communicated with prescribers to verify medication dosages, refill authorizations and patient information.
- Calculated dosage, filled prescriptions and prepared prescription labels with absolute accuracy.
- Prepared intravenous solutions, admixtures, respiratory drugs and other solutions using aseptic techniques.
- Provided consultations and answered inquiries from patients, healthcare professionals and physicians regarding drugs, potential side effects and specified use.
Education
Associate of Science - Business Administration And Management
Southeast Community And Technical College
Whitesburg, KY05.2012
Skills
- Risk analysis and management
- Excellent Interpersonal communication skill
- Strategic planning
- Analytical problem solving skills
- Work flow planning
- Budgeting and forecasting
- Policies and Procedures Implementation
- Team Leadership
- Relationship Development
- Workforce Management
Timeline
Operations Manager
EarthLink
06.2022 - Current
Inside Sales Supervisor
EarthLink
03.2022 - 06.2022
Workforce Management Specialist
Crutchfield Corp
10.2018 - 02.2022
Sales Operational Supervisor
Crutchfield Corp
06.2017 - 10.2018
Sales Advisor
Crutchfield Corp
08.2016 - 06.2017
Tournament and Membership Director
Integrity - Raven Rock Golf Course
08.2015 - 08.2016
Sales Representative
Russell Cellular Verizon Wireless
06.2014 - 08.2015
National Board Certified Pharmacy Technician
Lonesome Pine Economy Drug
02.2011 - 06.2014
Associate of Science - Business Administration And Management
Southeast Community And Technical College
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