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![Resume [2016]](https://cdn.slidesharecdn.com/ss_thumbnails/f7d70727-f835-465e-b22e-c7b221f9962a-160308110229-thumbnail.jpg?width=560&fit=bounds)
Cook James2016
- 1. James R. Cook 2828 CR 322 Liberty Hill, Texas 78642 512.773.4497 jrcook1972@gmail.com KEY SKILLS Team Builder Customer Focused Leadership Excellent Presentation Skills Productivity Improvement Disciplined & Goal Oriented Process Development & Improvement Analysis CAPABILITIES  Development of technical and support groups in a startup company.  Analyze the training and tools necessary to successfully implement and better enhance performance technical support and add more value to customer relations.  Facilitate scheduling of customer and technical support personnel to meet the varying demands of support for business owners and end users as well reassign personnel to meet peak customer demands in order to order to reduce customer wait times  Managed various numbers of quality, technical, warehouse and customer support personnel as well providing direction to meet both company demands as well taking care of both internal and external customers.  Impartially assess personnel work performance.  Capacity to lead, interact, and engage project teams to successful project conclusion within schedule, below cost while discounting the effects of project creep.  Lead contributor in developing and implementing new processes to significantly reduce cost.  Successfully interacted and engaged purchasing, quality, planning, engineering and customers.  Provide informative reports in a clear and readable format for better management decision making.  Possess excellent communication skills.  Ability to adapt to a fast pace environment with a thorough understanding of manufacturing, quality, technical support as well customer support groups.  Ability to lead change in a fast pace environment.  Effectively interact with internal and external customers.  Strong organizational skills with high attention to detail.  Principal contributor in developing and implementing new processes to significantly reduce cost.  Analysis of training needs and tools and successfully implemented to better enhance performance and customer relations.  Assumed lead role in statistical tracking of failures to measure trends and recommended changes. ACHIEVEMENTS  Attained inventory accuracy to a 1% margin of error.  Slashed returns to 2% of total sales while ensuring customer satisfaction was not affected and adding a pleasant customer experience.
- 2. James R. Cook / Résumé / Page 2  Succeeded in simplifying the process of handling Return Material Authorizations with an updated software package demonstrating process time reduction from 20 minutes to 2 minutes.  Completed the organization structure of a technical and customer support group to handle customers technical and customer care issues for a Startup Company. Providing superior support and adding value to the organization.  Wrote receiving quality procedures for ISO 9000 Certification.  Led a process for reducing shipping cost for customer returns with a major carrier as well sending return shipping labels electronically to customers. Adding value to customer experience with the company.  Successfully maximized limited office space to group customer service and technical support personnel in a manner allowing easy exchange of information and support.  Successfully maximized limited office space to group customer service and technical support personnel in a manner allowing easy exchange of information and support.  Accomplished a process and procedures as well utilizing limited space for the receiving, shipping, and stockroom allowing for a smooth flow of inventory received and shipped.  Achieved a 24 hour turn-around receiving product returns, obtaining return authorization from supplier, and shipping product back to supplier. This resulted in maintaining very low inventory levels as well negating refunds given to customers by receiving credit from suppliers.  Identified and realized the development needs of call center personnel as well understanding the different levels of expertise. Mentoring and encouraging self- improvement and provided learning tools to develop and further advance personnel adding value to the organization.  Expanded the capabilities of call center personnel through training and directing in a manner to minimize hold times for customers or technicians calling for assistance. WORK HISTORY 2014 – Present Wayne Fueling Systems, LLC Shift Leader Technical Support 2012 – 2014 Wayne, a GE Energy Business, Austin, Texas Shift Leader Technical Support 2001 – 2012 Wayne – Dresser Industries, Austin, Texas Technical Support 1998 – 2001 HANDTECH.COM: Austin, Texas Manager Technical Support, Inventory, Shipping and Receiving EDUCATION University of Phoenix: Austin, Texas Bachelor of Science Business Information Systems University of Phoenix: Austin, Texas
- 3. Masters Business Administration Technology Management