Yvette Cook
Summerville,SC
Summary
Customer Service Representative over 10 years of experience in high-volume fast-paced call center environment. Adept at handling complex customer issues with professionalism and respect. Store Manager/District trainer over 15 years of experience leading high-volume retail locations. Proven track record of increasing sales while reducing staff turnovers by 88% through structured mentoring and better scheduling.
Overview
14
14
years of professional experience
Work History
Assistant Supervisor
Best Buy
61-35 Junction Blvd, Rego Park, NY 11374
04.2002 - 06.2005
- Supervised daily operations, ensuring compliance with Best Buy policies and procedures.
- Trained and mentored new team members on product knowledge and customer service standards.
- Collaborated with management to streamline inventory processes, enhancing overall efficiency.
- Addressed customer inquiries and resolved issues, improving satisfaction ratings.
- Monitored sales floor activities, optimizing staff allocation during peak hours.
- Assisted in developing promotional displays to drive product visibility and engagement.
- Supervised between 10-15 employees per shift.
- Conducted regular audits of stock levels, maintaining accurate inventory records.
- Implemented training sessions focused on sales techniques and customer engagement strategies.
Store Manager District Trainer
Blockbuster Video
Brooklyn NY
11.1993 - 04.2002
- Trained and mentored new store managers on operational excellence and customer engagement strategies.
- Implemented inventory management systems to optimize stock levels and reduce shrinkage.
- Developed training programs to enhance staff performance and improve customer service standards.
- Led district-wide initiatives to increase sales through effective promotional campaigns and community outreach.
- Analyzed sales data to identify trends, driving strategic decisions for product placement and marketing efforts.
- Collaborated with upper management to set goals aligned with corporate strategy, enhancing overall district performance.
- Facilitated workshops focused on leadership development for aspiring store managers within the district.
- Ensured compliance with company policies and industry regulations, maintaining high operational standards across all locations.
- My first roll was a Customer Service Representative within 5 months promoted to Assistant Manager. Within a year I was promoted to Store Manager. My last promotion within a year was Store Manager/District Trainer.
- Troubleshoot several locations by training beyond company standards, hiring and promoting staff of 20 to 30.
Call Center Customer Service Specialist
St. Martins Press
175 5th Avenue, New York, NY 10010
03.1991 - 10.1993
- Delivered exceptional customer service through effective communication and problem-solving skills.
- Handled high-volume inbound calls, ensuring customer inquiries were addressed promptly and accurately.
- Resolved complex customer complaints by collaborating with cross-functional teams to enhance service delivery.
- Trained new team members on best practices for handling customer interactions and utilizing support systems.
- Analyzed call metrics to identify trends, leading to improvements in response strategies and service efficiency.
- Resolved high volume calls during school season, 10 states including Guam, Bookstores and Universities. Troubleshot all orders and deliveries in a timely manner.
- Assisted customers with order processing, account management, and product information requests.
Education
Associate of Arts - Executive in Business
New York Business School
New York, NY12.1984
Skills
- Adaptability, Critical Thinking, Emotional Intelligence, Team Collaboration, Time Management, and Problem-Solving
- Active Listening & Communication: "Skilled in identifying root causes of issues quickly, using concise language to reduce average handle time
- Conflict Resolution & Empathy: "De-escalated high-tension situations, achieving 95% customer satisfaction rating during peak times
- Adaptability & Problem Solving: "Rapidly adapted to new product lines and scripting changes, maintaining consistent service quality
- Organization: "Prioritized tasks to manage multiple tickets queues (phone, email, chat) simultaneously
- High-volume call management, Average Handle Time reduction, Customer Relationship Management tools, De-escalation tactics, First Call Resolution and Multi-tasking and fast typing
- Instead of "Patient": "Remained calm and professional under pressure, resolving issues for frustrated customers"
Timeline
Assistant Supervisor
Best Buy
04.2002 - 06.2005
Store Manager District Trainer
Blockbuster Video
11.1993 - 04.2002
Call Center Customer Service Specialist
St. Martins Press
03.1991 - 10.1993
Associate of Arts - Executive in Business
New York Business School