MARK COOK
Little Rock,AR
Summary
Dynamic customer service professional with proven expertise in complaint resolution and client relationship management at the Department of Finance and Administration. Adept at enhancing service delivery and fostering team collaboration, I consistently exceed expectations while maintaining meticulous records and utilizing advanced problem-solving skills to drive customer satisfaction.
Overview
18
18
years of professional experience
Work History
DFA Service Representative
Department of Finance and Administration
01.2019 - 01.2023
- Provided assistance to clients regarding finance and administration inquiries.
- Maintained accurate records of transactions and client interactions.
- Collaborated with team members to enhance service delivery standards.
- Resolved customer complaints through effective communication and problem-solving.
- Cultivated relationships with teammates to assist customers with inquiries or resolve problems.
- Updated accounts with recent information and processed customer payments.
- Managed incoming calls from customers seeking assistance with their orders or other services.
- Worked closely with supervisors to ensure that tasks were completed according to company standards.
- Resolved customer concerns with friendly and knowledgeable service.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Followed proper cash handling procedures while completing transactions.
- Greeted customers and answered inquiries in a professional manner.
- Upheld strict standards for quality and performance.
- Operated point-of-sale systems accurately and efficiently to process customer orders quickly.
- Maintained up-to-date knowledge of store policies regarding payments, returns, and exchanges.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Updated databases with new and modified customer data.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Driver
Uber
01.2018 - 01.2019
- Navigated urban environments to transport passengers safely and efficiently.
- Maintained vehicle cleanliness and performed routine inspections for safety compliance.
- Communicated effectively with passengers to ensure a pleasant riding experience.
- Utilized GPS technology to optimize routes and minimize travel time.
- Managed passenger pick-up and drop-off schedules to enhance service reliability.
- Adapted to changing traffic conditions to maintain timely arrivals at destinations.
- Provided feedback on app functionality to improve user experience for drivers and riders.
- Followed all applicable traffic laws, regulations, and defensive driving techniques while operating company vehicles.
- Documented daily mileage, gas, and other data.
- Adhered to company policies and procedures related to safety and security standards.
- Provided excellent customer service by responding promptly to customer inquiries and complaints.
- Picked up clients from specific locations to transport and drop off at destinations.
- Monitored road conditions during trips to determine if any adjustments need to be made due to weather or traffic delays.
- Maintained accurate logs of vehicle inspections and repair status.
- Assisted with loading and unloading freight when necessary.
- Achieved consistently high customer scores due to exceptional service.
- Managed time efficiently when making multiple stops along designated routes.
Sales/Customer Service
Qwikway Dent Technology
01.2011 - 01.2014
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Maintained updated knowledge through continuing education and advanced training.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Utilized various software and tools to streamline processes and optimize performance.
Inside Sales/Customer Service
C A Riner Company
01.2007 - 01.2011
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Outside Salesman
National Home Center
01.2005 - 01.2007
- Developed relationships with contractors and builders to drive sales growth.
- Managed customer inquiries to ensure satisfaction and retention.
- Collaborated with team members to strategize on sales techniques.
- Trained new staff on product knowledge and sales processes.
- Resolved customer complaints promptly and professionally.
- Analyzed sales data to understand trends in customer buying habits and preferences.
- Participated in team meetings and shared best practices for improving sales performance.
- Cultivated a deep understanding of company offerings in order to provide informed recommendations to clients.
- Maintained relationships with current customers through regular follow-up calls and visits.
- Stayed up-to-date on industry news, trends, competitors' products and services.
- Identified new business opportunities by researching the industry and competitor products and services.
- Provided technical advice on product features, options, delivery times, warranties.
- Obtained sales leads through networking groups, referral partners and face-to-face sessions with companies.
- Closed product sales to increase revenue and build client loyalty.
- Demonstrated products to potential customers and answered questions to close sales.
- Utilized upselling techniques to maximize revenue.
- Followed up with customer to identify and resolve service, account, or technical issues and maintain satisfaction.
- Calculated production, delivery, and installation costs to provide customers with accurate quotes.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Listened to customer needs to identify and recommend best products and services.
- Identified customer needs by asking questions and advising on best solutions.
- Greeted and assisted customers to foster positive experiences.
- Operated register, handled cash and processed credit card transactions.
- Maintained well-stocked and organized sales floor with latest merchandise to drive sustained sales revenue.
- Replenished and arranged items to maintain appearance.
Education
Associate of Applied Science - Computer Science
Arkansas State University
Beebe, AR05-2001
Skills
- Complaint resolution
- Problem solving
- Records management
- Customer service
- Order processing
- Client relationship management
- Team collaboration
- Sales techniques
- Product knowledge
- Time management
- Effective communication
- Attention to detail
- Conflict negotiation
- Service recommendations
- Payment processing
- Active listening
- Account updating
- Customer relations
- Account management
- Database management
- Customer support
- Prioritization
- Decision making
- Multi-tasking management
- Courteous demeanor
- Adaptive team player
- Sales expertise
- Credit card processing
- Adaptability and flexibility
- Paperwork processing
- Microsoft Office Suite
Languages
English
Full Professional
Timeline
DFA Service Representative
Department of Finance and Administration
01.2019 - 01.2023
Driver
Uber
01.2018 - 01.2019
Sales/Customer Service
Qwikway Dent Technology
01.2011 - 01.2014
Inside Sales/Customer Service
C A Riner Company
01.2007 - 01.2011
Outside Salesman
National Home Center
01.2005 - 01.2007
Associate of Applied Science - Computer Science
Arkansas State University
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