Ross Cook
Hendersonville ,TN
Summary
Results-driven leader with positive attitude and passion for providing high-quality advice and guidance to clients. Proven ability to identify customer needs, resolve conflicts and build strong relationships. Possesses excellent problem-solving, communication and interpersonal skills.
Overview
19
19
years of professional experience
Work History
Senior Lead Virtual Advisor
Tesla Inc.
Franklin, TN
01.2021 - 03.2024
- Takes incoming customer concerns and prepares the visit
- Remotely diagnose and prepare with accuracy and precision to create a seamless customer experience
- Maintaining excellent communication and expectations and shorting the length of repair time if not resolved remotely
- Manage customer satisfaction by communicating, setting, and meeting expectations
- Effectively managing multiple states and large customer base while working with the team to produce excellent results
- Constantly learning the product to grow knowledge within the team and to inform customers
- Leading the team by setting the daily expectations, monitoring progress, communicating needs and removing obstacles to allow for productive results
- Partnering with other members to assist where needed.
Manager
Reconditioning Department
09.2014 - 12.2020
- Direct supervision of a team of 14 direct reports
- Set performance standards for tasks and job roles
- Mentored and developed team while producing quality inventory through record sales months
- Ensure all finished work meets quality control
- Maintain efficient workflow while partnering with other departments
- Responsible for maintaining supplies cost and inventory
- Maintain staff by recruiting, selecting, orienting and training employees
- Accomplish staff job results by coaching, counseling and disciplining
- Received department associate of the year award 2015.
Manager
Collections Division
08.2009 - 08.2013
- Head of internal collections department leading team of five direct reports
- Responsible for hiring, coaching and developing team
- Effectively managing delinquency, repossessions and charged off accounts
- Provisioned payment arrangements, loan extensions and bankruptcy filings
- Coordinate sale of recuperated collateral while minimizing loss.
Service Consultant
CARMAX
02.2007 - 02.2009
- Technician/customer liaison
- Obtained information for vehicle repairs
- Effectively managed multiple technicians
- Consistently drove high sales volume
- Prepared and maintained a heavy repair schedule for optimal customer satisfaction.
Supervisor
Outbound Logistic Department
01.2005 - 08.2006
- Supervised, mentored, coached and developed the outbound department consisting of 50 direct reports
- Developed 19% of associates into new roles
- Increased productivity by 15% and decreased indirect by 17%
- Successfully implemented new processes into the department
- Improved outbound process by eliminating unnecessary steps
- Responsible for timely shipment of merchandise
- Human resource and safety management for outbound department
- Coordinated dispatch times with other departments in order to ensure the meeting of distribution center's shipment goals
- Received 'Coach of the Month' Award - July 2005.
Education
Volunteer State Community College
01.2004
Skills
- Outstanding people skills
- Experience ordering, processing and cataloguing
- Experience working in a team-centered environment
- Efficient, orderly and productive manager environment
- Ability to adapt pre-existing skills to suit various needs
- Accomplishes staff results by communicating job expectations; planning, monitoring and appraising job results; coaching, counseling and disciplining employees; developing, coordinating and enforcing systems, policies, procedures and productivity standards
- Establishes strategic goals by gathering pertinent business, financial, service and operations information; identifying and evaluating trends and options; choosing a course of action; defining objectives; evaluating outcomes
- Accomplishes financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
- Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements
- Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
- Contributes to team effort by accomplishing related results as needed
Timeline
Senior Lead Virtual Advisor
Tesla Inc.
01.2021 - 03.2024
Manager
Reconditioning Department
09.2014 - 12.2020
Manager
Collections Division
08.2009 - 08.2013
Service Consultant
CARMAX
02.2007 - 02.2009
Supervisor
Outbound Logistic Department
01.2005 - 08.2006
Volunteer State Community College