Hi, I’m
ROLAND COOK
HAMPTON ROADS,US
Summary
Customer service representative with exceptional oral and written communication skills, active listening abilities, and analytical problem-solving expertise. Utilizes service-oriented behaviors to enhance customer experiences, understand their desires, and provide customized solutions to foster loyalty. Motivating and encouraging manager who excels in team building, leadership, maintaining excellent customer relations, and building strong relationships. Demonstrates proficiency in independent decision-making and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost overall performance.
Overview
24
years of professional experience
1
Certification
Work History
ORBCOMM
Customer Care Tier II
11.2021 - 11.2024
Job overview
- Escalated urgent issues promptly, maintaining customer satisfaction
- Conducted in-depth technical fault analysis, leveraging ORBCOMM product knowledge to deliver efficient customer support solutions
- Streamlined customer service processes, reducing response times and enhancing overall satisfaction for urgent technical issues
- Monitored hardware and software performance meticulously, identifying potential issues before they impacted customer operations
- Facilitated seamless communication between customers and internal teams, ensuring timely resolution of complex technical challenges
- Developed creative troubleshooting approaches, adapting standard procedures to address unique customer needs effectively
- Optimized customer service processes, significantly reducing response times and enhancing satisfaction for urgent technical matters
Shady Grove Hospital
Security Officer
11.2014 - 12.2022
Job overview
- Monitored facility via CCTV, ensuring safety and resolving issues promptly
- Addressed guest and staff inquiries, enhancing service satisfaction
- Reported security incidents accurately, maintaining clear communication
- Utilized critical thinking to manage complex situations efficiently
- Documented security concerns, ensuring thorough records for future reference
- Fostered strong relationships with hospital staff, enhancing overall security effectiveness through improved communication and teamwork
- Meticulously documented security incidents, providing comprehensive reports that contributed to policy improvements and risk mitigation
- Implemented new security protocols, leveraging technology to optimize surveillance and enhance facility protection measures
American University
Police Officer
10.2016 - 11.2021
Job overview
- Deployed problem solving and critical thinking skills while investigating suspected criminal activity
- Utilized research and analytical skills while leading preliminary investigations
- Demonstrated effective written and verbal communication when reporting all criminal activity
- Led preliminary investigations, utilizing research and analytical skills to uncover crucial evidence and support case resolution
- Fostered community relationships, offering resources and building rapport to enhance public safety and trust in law enforcement across Washington, D.C
- Deployed problem-solving strategies to address suspected criminal activity, resulting in improved neighborhood security and crime prevention
- Meticulously documented and reported criminal activities, ensuring accurate and comprehensive records for legal proceedings
- Provided leadership and teamwork in daily operations, contributing to a cohesive and effective police force in the DC metropolitan area
Whelan Security
Security Officer
01.2012 - 11.2014
Job overview
- Greeted visitors and staff, ensuring a welcoming environment and smooth entry process
- Authored detailed reports, enhancing communication clarity and record accuracy
- Resolved building maintenance issues, improving safety and operational efficiency
- Managed visitor access and security protocols, ensuring a safe environment for staff and guests while maintaining detailed incident reports
- Partnered with maintenance team to swiftly address building issues, minimizing disruptions and enhancing overall facility operations
Allied Barton and Atlantic Security
Site Supervisor
02.2001 - 11.2011
Job overview
- Led team to identify business opportunities, enhancing client relations and decision-making
- Managed project coordination, fostering strong business partnerships
- Trained new staff on procedures, ensuring policy compliance and efficiency
- Scheduled shifts using Lotus Notes, optimizing workforce management
- Reviewed staff reports for accuracy, ensuring reliable data for decision-making
- Led security operations, ensuring site integrity and staff compliance with protocols
- Implemented strategic improvements, enhancing overall safety measures
- Fostered teamwork among security personnel, coordinating seamless shift transitions
- Mentored new hires, promoting a culture of continuous learning and growth
Education
South UniversitySavannah, GA
Associate of Science from Business Administration
12-2015
Virginia Wesleyan University Virginia Beach, VA
Bachelor of Arts from Management Information Systems
Skills
- Complaint handling
- Call center experience
- CRM software
- Well-organized
- Customer response
- Performance improvement
- Customer support
- Persuasive attitude
- Documentation and reporting
- Call center operations
- Procedure optimization
- Customer service background
- Escalation management
- Staff training
Certification
Google IT Support Certificate
Timeline
Customer Care Tier II
ORBCOMM
11.2021 - 11.2024
Police Officer
American University
10.2016 - 11.2021
Security Officer
Shady Grove Hospital
11.2014 - 12.2022
Security Officer
Whelan Security
01.2012 - 11.2014
Site Supervisor
Allied Barton and Atlantic Security
02.2001 - 11.2011
South University
Associate of Science from Business Administration
Virginia Wesleyan University
Bachelor of Arts from Management Information Systems
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