Robert Cook
San Antonio,TX
Summary
Driven Member Experience Specialist with a strong background in fostering positive customer relationships. Skilled at identifying and addressing member needs, improving engagement, and ensuring member satisfaction. Known for strong problem-solving skills, effective communication abilities, and a commitment to providing high-quality service and teamwork. Previous roles involved enhancing user experience by streamlining processes and implementing innovative solutions. An enthusiastic, reliable person offers over 15 years of experience in leadership roles. Excellent team leader and problem solver with a resourceful, flexible approach to team management. Knowledgeable about retail, transportation operations, and best practices to maintain effective operational output.
Forward-thinking, with a proven history of leadership, planning, and problem-solving. Adept collaboration with managers to accomplish demanding objectives, motivate staff, and organize resources.
Overview
22
22
years of professional experience
Work History
Member Experience Specialist
American Logistics Company
San Antonio, UT
09.2021 - Current
- MES H1 Open trips all states-Same Day Open Trip Sourcing
- H2 INN LATES-INN: Closing trips, Late Emails & Houston Exception
- H2 OON-OON: Sending emails for trip times, Same Day OON close outs & Past Day close outs if time allows & NTS Exception
- Collaborated with members and providers to coordinate transportation for medical appointments.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Managed trips with service providers, addressing members' needs effectively.
- Reviewed paperwork prior to dispatching crews to ensure accuracy.
- Communicated with customers to confirm satisfaction with transportation services.
- Supervised scheduled routes, ensuring optimal coverage by service drivers.
- Resolved member complaints through direct engagement and feedback.
- Evaluated driving routes, optimizing paths for productivity and cost efficiency.
- Trained new employees on procedures for booking trips, ensuring adherence to company standards.
CCR
AWL AllWebLeads
Austin, TX
09.2020 - Current
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Documented conversations with customers to track requests, problems and solutions.
- Kept customer and system account information accurate and current to support timely resolutions for all concerns.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Supervised and motivated customer service teams to maximize business performance.
- Provided high level of quality control, eliminating downtime to maximize revenue.
- Achieved high sales percentage with consultative, value-focused customer service approach.
- Delivered customer support to high call load each shift.
- Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
- Ranked in top level for customer satisfaction among team members.
- Converted incoming calls into booked service appointments.
Assistant Manager
Walmart
San Antonio, TX
01.2016 - 01.2020
- Reviewed sales reports to enhance sales performance and improve inventory management accuracy.
- Provided workers with assistance in performing duties as necessary to meet deadlines.
- Order the performance of corrective work when problems occur and recommend procedural changes to avoid such problems.
- Establish and enforce operating procedures and work standards that will ensure performance and personal safety.
- Resolved customer complaints/concerns fast/efficiently.
- Training new Employee’s by providing knowledge of specific tasks and policies.
- Worked fast and/Efficiently with my team/Assuring that all daily tasks were accomplished.
- Scheduling/Hiring/Orientation Email Twitter handle Telephone
- Analyzed monthly sales and performance reports to support operational planning and strategic decision making.
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Conducted job interviews, led employee performance evaluations with constructive feedback and rewarded top sales performers to attract and retain top-quality personnel.
- Drove operational efficiency, building customer rapport to foster loyalty and increase sales.
- Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.
- Analyzed trends, identifying consumer demand and forecasting seasonal trends to streamline operations.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Delegated daily tasks to team members to optimize group productivity.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Improved efficiency and productivity by implementing organization systems for financial reports, schedules and inventory control.
- Managed personnel scheduling, facilitating adequate coverage to meet demand.
- Oversaw team development according to industry service standards to further customer loyalty.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Upheld strict quality control policies and procedures during customer interactions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Made outbound calls to obtain account information.
- Assessed customer needs and upsold products and services to maximize sales.
Assistant Manager
Academy Sports
01.2013 - 01.2016
- Planned and prepared workflow schedules, delegating tasks for 35-member team.
- Reviewed sales reports to enhance sales performance and improve inventory management accuracy.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Supported sales management initiatives to optimize business development.
- Oversaw team development according to industry service standards to further customer loyalty.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Analyzed trends, identifying consumer demand and forecasting seasonal trends to streamline operations.
- Assisted Store manager in evaluating employee performance and cultivating improvement initiatives.
- Conducted job interviews, led employee performance evaluations with constructive feedback and rewarded top sales performers to attract and retain top-quality personnel.
- Analyzed monthly sales and performance reports to support operational planning and strategic decision making.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Enhanced sales by implementing merchandising and promotional improvements.
Austin Hwy
Leslies Pool Mart
01.2004 - 01.2013
- Listened to customer needs to identify and recommend optimal selections.
- Conferred with management to offer feedback on operations and promotions based on customer preferences and purchasing habits.
- Met with customers to offer assistance with selecting merchandise, finding accessories and completing purchases.
- Assisted customers by finding needed items and checking inventory for items at other locations.
- Provided every customer with comprehensive assistance upon entering store through merchandise selection and completion of purchases.
- Executed 100's outbound calls each week to existing customers, resulting in increase in sales.
- Created agendas and communication materials for team meetings.
- Answered calls to answer customer questions.
- Collaborated with others to discuss new opportunities.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Skills
- Reliable
- Customer service
- Fast
- Hiring
- Policies
- Safety
- Sales
- scheduling
- Merchandising
- Project management abilities
- Customer relations
- Strategic planning
- Marketing tactics
- Orientation and training
- Time management
- Retail operations management
- Staff development
- Closing and contract negotiations
- Customer rapport
- Service planning
- Improving operations
- Data entry
- Critical thinker
- Customer relationship management
- Training new hires
- Organizational skills
- Team building
- Customer request management
- Problem assessment
Accomplishments
accomplishments
Customer Service Award for Walmart 3 years in a row
Highest Marks in training for Academy Training new Employees
2005/2007 Leslie Regional Sales Award
2002/2005 Master lube Top Sales Award
Earned the highest marks for customer satisfaction, company-wide.
• Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers
Went to Coba San Lucas and Hawaii back-to-back years for the best store and sales as a reward with Leslie Pools
Customer Service Award for Walmart 3 years in a row
Highest Marks in training for Academy Training new Employees
2005/2007 Leslie Regional Sales Award
2002/2005 Master lube Top Sales Award
Earned the highest marks for customer satisfaction, company-wide.
• Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers
Went to Coba San Lucas and Hawaii back-to-back years for the best store and sales as a reward with Leslie Pools
Timeline
Member Experience Specialist
American Logistics Company
09.2021 - Current
CCR
AWL AllWebLeads
09.2020 - Current
Assistant Manager
Walmart
01.2016 - 01.2020
Assistant Manager
Academy Sports
01.2013 - 01.2016
Austin Hwy
Leslies Pool Mart
01.2004 - 01.2013