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Passionate and customer-centric Operations and Support Leader with over two decades of experience in driving exceptional customer experiences and building high-performing teams. I specialize in developing strategies that not only enhance client retention and increase customer satisfaction but also drive long-term relationships.As a dedicated servant leader, I have successfully coached, mentored, and developed teams of over 30 members, both onsite and remote, with responsibilities spanning up to $60M in annual revenue and oversight of a $2M budget. My approach to leadership emphasizes data-driven performance management strategies, fostering cultures of supportive accountability, and empowering autonomy to achieve business goals and objectives.I am a Customer Experience Expert with a proven track record of transforming customer journeys. I spearheaded the complete transformation of customer experiences for multiple medical practices and a health and wellness company, resulting in significant improvements in case processing time, service quality, and capacity optimization without increasing headcount.In my role as a Support Operations Leader, I defined best practices and implemented proactive patient communication strategies, leading to a substantial reduction in case volume and script errors, resulting in significant cost savings for the organization.As a Service Excellence Strategist, I established clear operational level agreements (OLAs) and key performance indicators (KPIs) to drive service excellence. I developed comprehensive scripts and knowledge base articles to define expectations and implemented a robust Quality Assurance framework, enabling data-driven decision-making at the executive level.Furthermore, I have a demonstrated history of success as an Employee Retention Specialist, transforming corporate cultures and achieving significant reductions in attrition rates while improving employee experiences and optimizing performance.I am passionate about driving impactful change and am eager to leverage my expertise to contribute to the success of your organization. Let's connect and discuss how I can help drive your business forward.
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Director Of OperationsDynamis OnlineBurleson, Tx, Us -
Project ManagerBuchanan Technologies May 2024 - PresentGrapevine, Texas, UsI am happy to join the Buchanan Technologies team! I work across multiple teams, including Training, Knowledge Management and Project Management. -
Director Of SupportElite Med Consultants Oct 2023 - Apr 2024• Served as a member of the Executive Leadership Team and reported directly to the COO.• Provided strategic oversight of the Support division of a $8M medical company that included telehealth and two on-site clinics that specialized in HRT and medical weight loss. • Directly managed a team of 18 onsite and remote Patient Support Specialists and Patient Care Coordinators. • Recruited, interviewed, hired, and managed performance for all direct reports. • Developed critical reports and established OLAs and KPIs to monitor the performance and success of the team. • Implemented a case triage process to ensure that cases were prioritized and addressed in a timely manner, which led to a 78% improvement in average case processing time, from 8.9 days to 2.7 days. • Increased the first contact resolution rate from 28% to 87% within six weeks of implementing primary and secondary responsibility queues that empowered team members to become specialists in their specific areas of responsibility while also prioritizing cross-training to ensure redundancy across all roles. • Met with Team Leads each week to coach and mentor them to lead their teams more effectively, including conflict mediation, task prioritization, and strategies for coaching underperforming employees. • Responded to all Employee Relations issues, including investigations, employee counseling, performance improvement plans, write-ups, and terminations, with an emphasis on clear communication and direct, compassionate feedback.
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Career Coach, Life Coach, Resume Writer, Job Search StrategistAndi Cook, The Crown Straightener Apr 2020 - Dec 2023• Built a business practice focused on meeting the needs of the job seeker community to maximize the results from their job search efforts while navigating the complexities of the post-COVID digital hiring process.• Designed and created customized and professionally branded content for job seekers to utilize in their search efforts, including digital business cards, LinkedIn banners, and social media graphics designed in Canva.• Developed and delivered training for content for job seekers, recruiting teams, and sales teams to teach strategies for social media, leadership development, communication, and mental health in the workplace.• Created customer journey maps to identify opportunities to automate workflow and maximize internal resources while upholding the integrity of the coaching program and customer experience. • Spoke at numerous job seeker groups, industry organizations, and networking events on matters relevant for job seekers, including technical skills, interview coaching, mental health, and wellness.• Developed coaching programs to improve communication using key behavior strategies like Join and Follow to Lead, body language, proxemic control, and voice projection to de-escalate nervousness and build rapport quickly. -
Associate Lifegroup/Lifemissions PastorLife.Church Aug 2021 - Mar 2023Edmond, Oklahoma, Us• Supported the LGLM ministry at the Fort Worth campus by recruiting and developing leaders to start LifeGroups, establishing a structure for LifeMisisons serving, and creating sustainable systems• Created content for the LGLM team, including social media posts, texts, emails, and communication• Established a structure for LifeMissions that increased participation from 20 people per month to more than 120 within a three-month time period by establishing Campus Serving days• Participated in and planned key campus events, including At the Movies, Sisters, Christmas Build, Fall Fest, Parenting Events, Leader Vision Nights, Missions Week, and Serving Days -
Technology RecruiterMatrix Resources Oct 2018 - Apr 2020Atlanta, Georgia, Us• Sourced passive and active candidates utilizing Bullhorn, LinkedIn Recruiter, LinkedIn, X-Ray searches, Boolean Searches, Dice, Indeed, Monster and Career Builder• Recruited top-tier candidates for Software Development roles (Java, .Net, Python, PHP, Angular, React, iOS, and Android), Project Managers, Business Analyst, QA Testers, Help Desk, IT Managers, Directors, Information Security, System Architects, Security Architects, Network Administrators, and Data Analysts• Monitored submittal progress and tracked candidates through the hiring process while establishing rapport to minimize backouts• Honored as a top recruiter in 2019, two-time Performer of the Period -
Global Recruiting And Production ManagerGlobal Family Of Staffing Companies Mar 2017 - May 2018Fort Worth, Tx, Us• Managed 18 direct reports, including two managers and 16 recruiters across four national locations, including corporate office, client location, and remote teams• Managed a 6-10 person touch labor recruiting team, recruiting A&P Mechanics, Structures Mechanics, Composites Mechanics, Interior Installers, Interior Mechanics, Painters, QA/QC and Avionics • Managed a 4-6 person IT and Engineering team, recruiting Mechanical Engineers, Manufacturing Engineers, Process Engineers, Quality Engineers, Structural Engineers, Secret clearance positions (TS/SCI) • Developed and implemented a recruiting strategy for Aviation, Engineering, and IT recruiting that resulted in a significant increase in performance and the achievement of weekly and monthly goals• Developed KPIs to monitor productivity and performance, including submittal, interview, and hiring metrics; met with each team member one-on-one to review numbers and develop a strategy for success• Coached, mentored, and trained team members on recruiting best practices and system utilization• Developed and delivered training curriculum for the implementation of UltiPro, a fully integrated CRM• Established automation and communication best practices and led implementation of organization-wide process improvements that drove efficiencies and eliminated waste• Monitored ongoing sales metrics and developed data-driven strategies to improve overall -
Aviation Recruiting Team LeadApa Services, Inc. Oct 2016 - Mar 2017Fort Worth, Tx, Us• Top producing recruiter and team lead• Monitored key performance indicators and met 1:1 with recruiters to ensure achievement of production goals -
RecruiterApa Services, Inc. Apr 2016 - Oct 2016Fort Worth, Tx, Us Provided top aviation specialists to high profile VIP clients in the aviation industry Partnered with the top talent in the aviation industry in the following disciplines: A&P Mechanics, Structures Specialist, Avionics Technicians, Interior Technicians, Cabinet Builders, Cabinet Finishers, Painters, Machinists, Engineers, and Inspectors.
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Helpdesk Analyst, ContractorRobert Half Dec 2015 - Apr 2016Menlo Park, Ca, UsIT Service Desk Analyst: CBRE- Tier 2 Support for commercial real estate and 70,000 internal global employees: Provided superior support as a top performer in a tier 2 technical support call center Provided technical troubleshooting and solutions for Windows based machines, MACs, mobile devices, printers, remote desktop, vmware, Cisco phones, active directory, network drives, VPN, and web-based applications, web-based applications, and internet connectivity Baylor Scott & White Health – Tier 2 Support for staff and clinicians Designated as point of contact for escalations, outages, difficult technical issues, and dissatisfied clinicians. Assisted in developing and implementing processes to improve team performance and employee retention. Utilized crisis management techniques while working urgent patient-impacting calls. -
Media SpecialistCrowley Isd Aug 2013 - Jan 2016 Honored as Employee of the Year 2015. Served as Team Leader in charge of improving school climate and school wide behavior, managing a team of 14. Created programs for campus improvement. Provided root cause analysis for target behavior occurrences and implemented plans for reduction in problem behaviors Created curriculum and conducted staff development training Project management, event planning, fundraising, team building and training development
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Redirection AideMabank Isd Apr 2010 - Jul 2013 Honored as Paraprofessional of the Year 2011 Identified student needs and implemented behavior solutions Assisted with school improvement, community outreaches, fundraising
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E-Plant AdministratorTexas First Title Company Apr 2008 - Mar 2011Palestine, Texas, Us Assisted with quality control and maintained plant accuracy and integrity Developed training manuals and curriculum for key office positions Implemented processes to ensure success Indexed county records -
IndexerEast Texas Imaging May 2006 - Apr 2008 Maintained plant accuracy and integrity and assisted with quality control Provided training to new employees Indexed county records
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Help Desk AnalystCompucom Nov 2004 - May 2006Fort Mill, Sc, Us Provided thorough documentation to ensure customer needs are met within service level agreements Provided superior customer support Tier 1 technical support including hardware, software and development -
Help Desk Analyst, TrainerBuchanan Associates Aug 2002 - Jul 2004Grapevine, Texas, Us Designated as point of contact for escalations, outages, difficult technical issues, and dissatisfied end users. Provided superior customer support Provided team documentation for processes and training Provided documentation for transitioning Office through upgrades Developed curriculum per client request and delivered training to end users who needed technical support Provided VIP support to executives for high-end customers Tier 1 technical support including hardware, software and development
Andi Cook Skills
Andi Cook Education Details
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Western Governors UniversityBachelor Of Business Administration - Bba -
East Texas A&M UniversityGeneral Studies
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Navarro CollegeEducation
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Burleson High School
Frequently Asked Questions about Andi Cook
What company does Andi Cook work for?
Andi Cook works for Dynamis Online
What is Andi Cook's role at the current company?
Andi Cook's current role is Director of Operations.
What is Andi Cook's email address?
Andi Cook's email address is an****@****.church
What is Andi Cook's direct phone number?
Andi Cook's direct phone number is +168271*****
What schools did Andi Cook attend?
Andi Cook attended Western Governors University, East Texas A&m University, Navarro College, Burleson High School.
What skills is Andi Cook known for?
Andi Cook has skills like Customer Service, Troubleshooting, Team Leadership, Microsoft Office, Technical Support, Aviation, Recruiting, Help Desk Support, Aerospace, Process Improvement, Project Management, Aircraft Maintenance.
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