Kimberley Cook
Salt Lake City,UT
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Tech-savvy professional with advanced training and experience in application support and product delivery. Delivers above-average results to delight customers and drive internal enhancements. Always seeking new and improved strategies to achieve objectives.
Overview
25
25
years of professional experience
Work History
Product Owner
EmployBridge
Duluth, GA
07.2021 - 09.2023
- Outlined new feature plans and specifications.
- Developed user stories, acceptance criteria, and mockups for new features.
- Cultivated business partnerships to build lasting relationships with internal and external parties.
- Communicated regularly with stakeholders to ensure alignment on product strategy and vision.
- Advocated for developing critical features in beginning steps to identify and resolve technical issues.
- Coordinated with third-party development team on engineering and professional service activities and tasks.
Application Support Manager
EmployBridge
Duluth, GA
08.2016 - 06.2021
- Provided technical support to end users for various software applications.
- Recruited, trained and supervised IT department staff.
- Monitored system performance, identified potential issues, and coordinated resolution with other teams.
- Maintained detailed records of application support activities and documented solutions to common problems.
- Created knowledge base articles containing frequently asked questions regarding application usage.
- Managed user access rights and permissions for various applications across the organization.
- Conducted training sessions for end-users on how to use newly deployed applications effectively.
- Developed and implemented IT policies and procedures for application support.
System Support Supervisor
Select Staffing Corporate Office
Santa Barbara, CA
01.2006 - 07.2016
- Researched complex customer issues and identified solutions to resolve them efficiently.
- Identified process gaps within the organization's operations through root cause analysis techniques.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Developed work schedules according to budgets and workloads, covering priority tasks.
- Collaborated with other departments to ensure excellent levels of customer satisfaction.
- Guided employees in handling difficult or complex problems.
- Evaluated employees' work performance on a regular basis by conducting one-on-one interviews and providing constructive feedback.
Branch Manager
Select Staffing
Oxnard, CA
07.2001 - 10.2003
- Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
- Managed staff scheduling, hiring and training processes.
- Conducted regular performance reviews for all employees in the branch.
- Monitored financial performance of the branch on a monthly basis.
- Participated in community events to promote brand awareness.
- Identified opportunities for process improvement initiatives within the branch.
- Assisted other branches when needed during peak periods or special projects.
- Facilitated weekly meetings with staff members to discuss progress on current initiatives.
- Managed and inspired team members to perform to full potential, driving branch profitability.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Increased efficiency and drove branch revenue by optimizing daily operations.
General Manager
Dakotah Direct, LLC
Pasco, WA
06.1998 - 06.2001
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, customer service and sales.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Conducted regular meetings with senior management team to review progress against established objectives.
- Prepared detailed reports for senior leadership outlining key performance metrics related to operational success.
- Recruited, trained and empowered employees to achieve key performance indicators.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
Education
Bachelor of Science - Communication Disorders
University of Utah
Salt Lake City, UTSkills
- Problem Identification
- Stakeholder Relationship Management
- Agile Methodology
- MS Office Suite
- Customer Relationship Management (CRM)
- Product Development
- Business Objective Analysis
- Content Development
Accomplishments
- Corporate Extra-Mile Service Award Recipient - 2006, 2008
Timeline
Product Owner
EmployBridge
07.2021 - 09.2023
Application Support Manager
EmployBridge
08.2016 - 06.2021
System Support Supervisor
Select Staffing Corporate Office
01.2006 - 07.2016
Branch Manager
Select Staffing
07.2001 - 10.2003
General Manager
Dakotah Direct, LLC
06.1998 - 06.2001
Bachelor of Science - Communication Disorders
University of Utah