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
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
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
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