Ronald Cook
Sparks,NV
Summary
Knowledgeable and dedicated professional with extensive experience in a variety of industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with internal and external clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
24
24
years of professional experience
Work History
Customer Experience Agent
Mountain Alarm
2022.01 - Current
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
- Documented customer interactions in internal database to maintain customer service history details.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
- Effective liaison between customers and internal departments.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Communicated professionally with colleagues, freelancers and clients.
- Processed client payments.
- Scheduled requested client service calls
- Enhanced customer satisfaction by addressing and resolving inquiries promptly and professionally.
- Reduced response time for customer queries by implementing effective communication strategies.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Identified trends in customer feedback, providing valuable insights for continuous improvement initiatives.
- Streamlined workflows, consistently meeting or exceeding performance metrics for quality and efficiency.
- Managed high-volume calls while maintaining exceptional standards of professionalism and accuracy.
- Provided personalized support to customers, tailoring solutions according to their unique needs and preferences.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
Customer Service Representative
Laughlin Associates
2020.07 - 2022.01
- Consult with outside parties to resolve discrepancies and create effective solutions.
- Educate customers on promotions to enhance sales.
- Collect customer feedback and made process changes to exceed customer satisfaction goals.
- Offer advice and assistance to customers, paying attention to special needs or wants.
- Filing registered agent paperwork with appropriate Secretary of State offices for business renewals and dissolutions.
- Mailing hard copy officer lists to Nevada Secretary of State on behalf of business owners.
- Processing payments for customer renewal fees.
- Forming and dissolving businesses.
Patient Care Specialist
Rise Spanish Springs
2017.10 - 2020.07
- Consulting with clients and providing them with the proper product for their respective medical ailments.
- Conducting monetary transactions with clients while maintaining 100% accountability for all monetary assets.
- Keeping and maintaining vault inventory, to include correct stock of inventory, and ensuring all product was stored in accordance with applicable Nevada laws.
- Signing for inventory.
- Filling orders for both internal and external customers.
- Making sure all product and merchandise in store are accounted for.
- Ensuring that product was not being sold incorrectly or illegally.
- Enhanced patient satisfaction by providing timely and compassionate care.
- Assisted in the development of individualized care plans to address each patient''s unique needs and goals.
Office Manager/Human Resources Manager
ONERüF Services
2016.09 - 2017.10
- Attend Executive Meetings.
- Interface with clients at their location.
- Market services to existing and prospective clients.
- Vacation Property Rental Inspector.
- Enter and process accurately client payments via QuickBooks.
- Coordinate owner meetings and staff meetings.
- Distribution of payroll checks.
- Coordination of Vacation Rental vendor service related matters.
- Direct responsibility of maintaining communication between vendors and clients.
- Direct responsibility of maintaining inter and intra vendor communication via internal online networking system.
- Frequent participant in client meetings in Lake Tahoe market.
- Counseling employees in company and procedural policies and rules.
- Administration of disciplinary infractions of stated company standard operating procedures and policies.
- Development of marketing databases based on company and client needs
- Maintaining direct knowledge of all matters of business and personnel related matters in the company.
- Conducting formal job interviews.
- Extending offers of formal employment to prospective employment applicants.
- Scheduling client appointments.
- Research and development of new software apps for company.
- Maintaining accurate files and records.
- Conducting quality control calls with clients.
- Transmitting and handling payroll checks between ownership group.
- Scheduling and organizing ownership meetings.
- Reception of all incoming client and organizational calls.
Housekeeping Work Leader
Reno VAMC
2013.03 - 2016.02
- Directly supervised between 20-25 employees on assigned shift.
- Promoted training and education within housekeeping department.
- Responded to environmental emergencies around hospital.
- Inputted departmental attendance figures.
- Directly oversaw removal of hazardous wastes every Monday with Stericycle.
- Directly oversaw weekend shift of housekeeping consisting of 10 employees.
- Lead on Honors Escort Team.
- Employee of month November 2014.
Security Supervisor
Rail City Casino
2010.11 - 2013.03
- Directly supervised five employees.
- Oversaw payroll.
- Wrote performance evaluations.
- Instructed first aid training.
- Instructed defensive tactics training.
- Instructed blood-borne pathogen classes.
- Instructed employees on how to give proper customer service.
- Oversaw and performed monetary transfers while maintaining 100% accountability of all assets.
- Nominated for Supervisor of the Quarter, Q2, 2011.
Security Manager
Harrah's Entertainment Inc.
2008.05 - 2010.07
- Directly supervised eight employees.
- Oversaw payroll.
- Instructed CPR classes, certifying employees in CPR to include use of AED.
- Wrote reports detailing all incidents that occurred within casino.
- Instructed employees on how to give proper customer service.
- Oversaw and performed monetary transfers while maintaining 100% accountability of all assets.
- Organized training schedules for department.
- Instructed blood-borne pathogen classes.
Automated Logistical Specialist
United States Army
2000.05 - 2007.07
- In charge of maintaining all Class IX parts for the motor pool.
- In charge of final inspections of all vehicles dispatched.
- Dispatched unit vehicles.
- In charge of all Class IX part turn in's.
- Unit Armorer.
- Assistant Unit Master Driver.
- Two tours of duty in Iraq.
- Maintained 100% accountability for over $3 million worth of assigned Class IX inventory.
Education
Bachelor of Science - Criminal Justice Administration
University of Phoenix
Reno, NV2012
Skills
- Training Development Aptitude
- Sales Expertise
- Report Preparation
- Credit Card Processing
- Order Fulfillment
- Complaint Resolution
- Retail Store Support
- Good Listening Skills
Accomplishments
Over 10 years Microsoft Office experience
Over 10 years managerial experience
Certified CPR instructor with use of an AED as defined by the American Heart Association
Combat Life Saver Course Graduate
Warriors Leaders Course Graduate
Army Good Conduct Medal (x2)
Army Achievement Medal (x2)
Army Commendation Medal
NCO Professional Development Ribbon
Overseas Service Medal
National Defense Service Ribbon
Iraq Campaign Ribbon
Global War on Terror Service Ribbon
Global War on Terrorism Expeditionary Ribbon
Recipient of Order of the Spur Cavalry Hat and Spurs
Mechanic Badge
Driver Badge
Highly skilled at delivering oral reports
Highly skilled in issuing written directives
Two-time Operation Iraqi Freedom combat veteran
Timeline
Customer Experience Agent
Mountain Alarm
2022.01 - Current
Customer Service Representative
Laughlin Associates
2020.07 - 2022.01
Patient Care Specialist
Rise Spanish Springs
2017.10 - 2020.07
Office Manager/Human Resources Manager
ONERüF Services
2016.09 - 2017.10
Housekeeping Work Leader
Reno VAMC
2013.03 - 2016.02
Security Supervisor
Rail City Casino
2010.11 - 2013.03
Security Manager
Harrah's Entertainment Inc.
2008.05 - 2010.07
Automated Logistical Specialist
United States Army
2000.05 - 2007.07
Bachelor of Science - Criminal Justice Administration
University of Phoenix
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