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 previously entered into their system to the current data.

• 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.