Christopher Cook, Mba Email & Phone Number

Alpharetta, Georgia, United States

Supported system architecture principles with IT architecture and development teams. Supported multiple platforms from assisted to non-assisted channels (Customer Service, Retail and Digital) Helped to develop new intent dynamics using existing theory in conjunction with new ideology. Working with partners and clients to ensure alignment between requirements and development are successfully achieved. Communicating and managing plans, including mitigation of any unforeseen obstacles. Managing multiple projects simultaneously which can involve working with cross-functional teams. Experience in product management and product life cycle managementStrengths:• Serving in a SME role for wireless desktop application experiences (e.g. Call Manager, CTI, DTI Delphi ML, IVR APP,CTI, MyInfo, SLACK, Jabber, Right Touch, Verint,).• Assisting with national strategic initiatives and projects, making recommendations, and sharing best practices.• Delivering innovative insights on current and future projects, systems, tools, and processes• Experience working in Agile environment• 8+ years of Project Management experience• 4+ years Technical experience• Practical knowledge of PPM tools (Jira, Clarity, etc.)• Cross channel partnerships

Alpharetta, Georgia, United States

Supported the development of the transformed desktop experience for 4G Mobility.Worked on deployment of initial troubleshooting transformation phase utilizing machine based learning technology(Delphi)Helped to develop 5G Home Troubleshooting Tab Design for ACSS integrationDeveloping business requirements to transform and modernize the OPTIX desktop interface form Mobile service representatives.Working with partners and clients to ensure alignment between requirements and development are successfully achieved.Communicating and managing plans, including mitigation of any unforeseen obstacles.Managing multiple projects simultaneously which can involve working with cross-functional teams.Evaluating employee desktop interactions to develop system and process improvements Strengths• Serving in a SME role for wireless desktop application experiences (e.g. Call Manager, CTI, DTI Delphi ML, IVAPP,CTI, MyInfo, SLACK, Jabber, Right Touch, Verint,).• Assisting with national strategic initiatives and projects, making recommendations, and sharing best practices.• Delivering innovative insights on current and future projects, systems, tools, and processes• 3+ years Technical experience• Versed in VZ systems, tools and processes• Practical knowledge of PPM tools (Jira, Clarity, etc.)• Cross channel partnerships

Alpharetta, Georgia, United States

Served as Chief of Staff for HBA Director OrgDevelop, train and coach exempt level employees to provide exceptional customer service to all of our internal partners at all levels from Representative to Director levels.Responsible for the real time operations and efficiency for frontline teams in HBA. Synchronized information relating to business intelligence to effectively communicated progress across the scope of strategic initiatives.Focused on balancing and creation of monthly shrink in checkbook for real time operations for frontline teams. Served as a contact for all things operationally related to HBA(i.e. Shift bids, B3 data, Equipment EUS support, Day to Day operations). Prepared and presented pertinent project material to senior management team such as staffing plans and shrink outlier reporting. Created and maintained successful partnerships with key resources (i.e. Strategic Planning Project team, Workforce Planning, HBA Leadership at all levels). Provided expertise and guidance to customer care and cross-departmental organizations. Partnered with Workforce Planning to schedule all shrink impacting Monthly and Quarterly activities.Strengths:• Excellent oral and written communication skills• Strong ability to reach goals• Proficient in Microsoft Office Suites(Excel, Word, Powerpoint, etc) and Google Suites• 10+ years of leadership experience managing Exempt and Non-exempt direct reports• 5+ years Call Center Operations Management• 5+ years Operations Large Project Management• 2+ years Technical experience• Detail/Results Oriented• Vendor Relationship Management

Alpharetta, Georgia, United States

Develop, train and coach exempt level employees to provide exceptional customer service to all of our internal partners at all levels from Representative to Executive leadership levels.Experience managing projects and project controls within a HQ organization Focused on balancing and creation of monthly shrink in checkbook for real time operations for frontline teams. Facilitated executive-level presentations across the organizationPrepared and presented pertinent project material to senior management team such as staffing plans and shrink outlier reporting. Created and maintained successful partnerships with key resources (i.e. Strategic Planning Project team, and Workforce Planning). Provided expertise and guidance to customer care and cross-departmental organizations. Partnered with Workforce Planning to schedule all shrink impacting Monthly and Quarterly activities.Partnered with cross-functional team members to ensure outcomes are attained which align with strategic goals and objectivesStrengths:• Excellent oral and written communication skills• Strong ability to reach goals• 10+ years of leadership experience managing Exempt and Non-exempt direct reports• Proficient in Microsoft Office Suites(Excel, Word, Powerpoint, etc) and Google Suites• 5+ years Call Center Operations Management• 5+ years Operations Large Project Management• 2+ years Technical experience• Detail/Results Oriented• Cross channel partnerships• Six Sigma Green Belt Certified• Six Sigma Lean Belt Certified• Vendor Relationship ManagementAccomplishments:• Owned project to provide Dual Monitors to over 3800 virtual employees• Partnered on project to onboard new hires to increase headcount from 800+ employees to 3000+ employees in HBA• Partnered on project to expand HBA from 11 markets to 17 markets• Owned project to standardize shrink checkbook for HBA org• Managed RTO team with transitioning over 7000+ Brick and Mortar employees to a Work from Home status

Alpharetta, Georgia

Develop, train and coach exempt level employees to provide exceptional customer service to all of our internal partners at all levels from Representative to Director levels. Experience managing projects and project controls within a HQ organizationFocused on balancing and creation of monthly shrink in checkbook for real time operations for frontline teams. Prepared and presented pertinent project material to senior management team such as staffing plans and shrink outlier reporting. Created and maintained successful partnerships with key resources (i.e. Strategic Planning Project team, Workforce Planning, HBA Leadership at all levels). Provided expertise and guidance to customer care and cross-departmental organizations. Partnered with Workforce Planning to schedule all shrink impacting Monthly and Quarterly activities. Strengths:• Excellent oral and written communication skills• Strong ability to reach goals• 10+ years of leadership experience managing Exempt and Non-exempt direct reports• Proficient in Microsoft Office Suites(Excel, Word, Powerpoint, etc) and Google Suites• 5+ years Call Center Operations Management• 5+ years Operations Project Management -HBA Market Expansion-2017 -Onboarded New Hire Employees-2018• 2+ years Technical experience -Created RTO ISP Downtime Team-2018 -Created Training Document and Standards for ISP Team-2018• Detail/Results Oriented• Cross channel partnerships• Vendor Relationship ManagementAccomplishments:• Owned project to provide Dual Monitors to over 3800 virtual employees• Partnered on project to onboard new hires to increase headcount from 800+ employees to 3000+ employees in HBA• Partnered on project to expand HBA from 11 markets to 17 markets• Owned project to standardize shrink checkbook for HBA org• Managed RTO team with transitioning over 7000+ Brick and Mortar employees to a Work from Home status

Alpharetta, Georgia

Responsible for the real time operations and efficiency for frontline teams in HBA.Focused on balancing and creation of monthly shrink in checkbook for real time operations for frontline teams.Served as a contact for all things operationally related to HBA(i.e. Shift bids, B3 data, Equipment EUS support, Day to Day operations).Helped to create a standardized process for approved attrition for Leadership (i.e. Vacation/Personal time off requests).Prepared and presented pertinent project material to senior management team staffing plans and shrink outlier reporting.Created and maintained successful partnerships with key resources (i.e. Strategic Planning Project team, Workforce Planning, HBA Leadership at all levels).Provided expertise and guidance to customer care and cross-departmental organizations.Partnered with Workforce Planning to schedule all shrink impacting Monthly and Quarterly activities. Served as POC in the absence of Ops Senior Manager.Strengths:• Excellent oral and written communication skills• Strong ability to reach goals• Proficient in Microsoft Office Suites(Excel, Word, Powerpoint, etc) and G Suites• 4+ years Operations Project Management• Six Sigma Green Belt Certified• Six Sigma Lean Belt CertifiedAccomplishments:• Created operational structure for Home Based Associates(HBA) in Consumer CS organization • Created centralized Time Off Calendar for HBA leadership team( Band 6 and Band 7)• Recognized as Ops Personnel of the Year-2018

Alpharetta, Ga.

Formulated and created functional audits to mitigate revenue leakage.Participated in UAT testing for EPOD redesign.Provided feedback to outside vendor to increase efficiencies and close process gaps.Performed transactional audits on employees as well as the department to find areas of opportunity.Presented ideas effectively to individuals or groups from the employee base to executive level; expresses ideas and information clearly, verbally, and in written form based on the needs of the audience.Developed, trained, coached, motivated 20-30 direct reports to achieve a high level of customer satisfaction.Served as Acting Senior Manager in the absence of Primary Senior Manager.Strengths:• Excellent oral and written communication skills• Strong ability to reach goals• Proficient in Microsoft Office Suites(Excel, Word, Powerpoint, etc) and G Suites• 10+ years of effective leadership ability to manage non-exempt direct reports• 3+ years Operations Project Management• Six Sigma Green Belt Certified• Six Sigma Lean Belt CertifiedAccomplishments:• Created Audit team to provide internal audits within the organization-2015• Created performance goals and KPIs for measures of success• Partnered with Retail channel to train and implement in-store ELEU discount structure

Alpharetta, Ga.

Developed, trained, coached, and motivated a BFO team to achieve a high level of customer satisfaction by ensuring that we maintain a Service Level of 95% or higher and exceed a Quality score of 93% or higher.Presented ideas effectively to individuals or groups clearly, verbally, and in written form based on the needs of the audience.Participated in hiring decisions and conducted performance appraisals of Coordinators.Participated in UAT testing for ECPD redesign.Recognized and recommended operational improvements through Enterprise Web Interface (EWI) strategic team.Managed the EWI Database where company profiles and contracts are housed.Built profiles ranging from Small/Medium Business to the National Account Level.Supervised national queues in Workflow Manager for all four area BFO’s.Strong analytical and conflict management skills.Strengths:• Excellent oral and written communication skills• Strong ability to reach goals• Proficient in Microsoft Office Suites(Excel, Word, Powerpoint, etc) and Google Suites• 10+ years of effective leadership ability to manage non-exempt direct reports• 3+ years Operations Project Management• Six Sigma Green Belt Certified• Six Sigma Lean Belt Certified• Vendor Relationship ManagementAccomplishments:• Assisted the Business and Government Customer Operations (BGCO) to bridge gaps with processes that require departmental interactions (i.e. Purchase Order Updates, Nat’l Profile Builds, Acct Liaison Support)• Created partnership with GEA and Account Management teams in BGCO to provide immediate support for promo fallouts• Assisted with Premier contract review clean up and restructure in EWI/ECPD database• Assisted with creation of new SPOC addition process

Master Of Business Administration (M.B.A.), Purchasing, Procurement/Acquisitions And Contracts Management

Concentration in Contract Management and Acquisitions

Bachelor Of Science (B.S.), Biology, General

Activities and Societies: Morris Brown Marching Wolverines Kappa Kappa Psi FraternityConcentration in Community Health Education