DEBRA G COOK

Customer Service Representative

ResultsCX

Sep 2023 - May 2025 (1 year 9 months)

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business. • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike. • Responded to customer requests for products, services, and company information. • Exceeded performance metrics consistently, earning recognition as a top performer within the team. • Analyzed customer service metrics to identify trends and develop strategies for improvement. • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up. • Del

Branch Manager

Security Finance

Jan 2018 - May 2023 (5 years 5 months)

• Improved growth year over year by 200 accounts. • Controlled business risk, proactively assessing conditions and implementing mitigation strategies. • Coached and built team by evaluating and offering constructive feedback to personnel. • Showed accountability by taking ownership of business and willingness to make customer-focused decisions. • Maintained and developed relationships with business customers. • Boosted and maintained staff morale, conducting daily huddles to communicate goals, strategies and new initiatives. • Applied clear custody and control procedures to maintain secure records. • Monitored tax document preparation at state and federal levels. Had positive growth by 5 returns.

Senior Assistant Manager

Security Finance

Jan 2013 - Jan 2018 (5 years 1 month)

• Supported director's oversight and decision-making with real-time operations feedback. • Increased team sales with effective coaching on conversational strategies and closing techniques. • Supported senior managers with day-to-day operational requirements. • Uphold brand image by maintaining branch cleanliness, approachability and service. • Managed approximately 200 incoming calls, emails and faxes per day from customers.'

Store Manager

Goodwill Industries

Jun 2000 - Jun 2012 (12 years 1 month)

• Operated a $1,000,000 + revenue store. • Balanced tills at end of shifts and made daily bank deposits. • Identified new opportunities to increase sales and achieve store targets. • Coordinated employee schedules for optimum performance and shift coverage. • Addressed and resolved escalated customer complaints and worked to restore satisfaction. • Established clear expectations and objectives for team members and helped each achieve goals. • Conducted periodic performance reviews to assess employee performance. • Reviewed financial statements and activity reports to measure productivity or goal achievement.

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