Karen Cook

Self-motivated and possessing a high level of enthusiasm and integrity, I ensure customer satisfaction by delivering top-notch service, addressing individual needs, and resolving any RV-related concerns or issues.

• Delivering professional customer service support to dealers and retail customers through various channels including phone, electronic communication, and in-person interactions.
• Created, implemented, and managed expense reporting and documentation to gather spending data of Owner Rally Support Coordinators.
• Actively engaged on social media platforms to promote GDRV rallies through posts, pictures, and documents. Assisted with website updates.
• Provided timely updates to all GDRV team members involved in rallies regarding schedule changes and rally benefits. In addition to working with the sales team to enhance dealer participation and engagement at rally events.
• Experienced and committed Community Outreach Specialist with a proven track record of successful community service and engagement. Skilled in effectively collaborating with diverse community demographics to develop impactful programs and involving team members in events.

As a Contact Center Development and Training Manager, I specialize in implementing large system launches, optimizing workflows, and fostering a positive work environment. My experience also includes overseeing recruitment and creating onboarding processes for high-performing teams.

• Lippert University/UltiPro implementation team. Trained leaders and team members on using this new platform and all the valuable resources available in LMS system. Managed LMS program courses within the platform and communicated to team members about enrollment.
• Lead trainer for AX2012 cloud implementation to Dynamics 365. Co-developed a training program and led introductory training sessions for over 3,000 team members using expert learning techniques.
• Designed and created content for new employee onboarding and mentoring programs. Planned the implementation of the inContact cloud-based phone system and support post-launch. Assisted team members in troubleshooting issues.
• Serve as a liaison between contact center agents and the IT support desk, with an understanding of technology and the ability to apply that knowledge to support existing systems.
  Performs special projects, including a case study of system use by contact center agents, and proposed best practices.
  Teamwork and relationship building.