Cole Mccook Email & Phone Number

Raleigh, North Carolina, United States

Raleigh-Durham, North Carolina Area

• Promoted to Team Lead in order to help implement new structure of department and provide leadership and guidance to newer team members.
• Supervise a team of three Support Representatives ensuring all work is complete, customers are being supported to full extent, and representatives are increasing overall skills.
• Manage data for customers through Microsoft SQL Server
• Assist with training of new Tier 1 Representatives providing weekly supervision to address issues.
• Developed training program implemented for first six weeks of orientation.
• Support new employees on Tier 1 Team by providing ongoing training and professional development.

• Promoted by Tier 1 Customer Support Manager to fulfill previous duties in addition to higher level responsibilities based on proven skills and abilities.
• Maintained data and database integrity via Microsoft SQL Server.
• Restored customer data that had previously been deleted from their databases. Updated previously existing data that was on the customers database. Pulled back ups of customers databases to compare information.

• Supported customers through email, phone, and chat sessions to address and troubleshoot issues; documented all client correspondences and referred them internally as necessary.
• Scheduled advanced support sessions and provided 1:1 training for certain clients in order to further support client understanding and utilization of ETO software.
• Corresponded with Account Management to keep them updated with customer issues.
• Logged issues that needed to be addressed by Development department.

• Provided quality customer service in order to assess financial needs, select most appropriate loan program, and process loans of each customer.
• Utilized financial programs such as Microsoft Excel, Lotus Notes, and CLASS.

• Involved in day to day operation of national park providing informational tours to groups and individual visitors while also supporting the coordination and planning for large events.