Customer Service Administrative Assistant

Sharon M. Cook

*** **** ***, ****** ******, NY **580: 678-***-****

*Email: *************@***.***

Experience leading multiple projects for various organizations with extensive administrative assistant skills. I have

displayed the ability to capitalize on training opportunities to drive coordination, implementation, and execution of projects

while maintaining a strong general office management style and interpersonal skills. Key strengths include:

• •

Organizational Analysis Implementation of Evaluation and Measurement

Model

• Strategic Alliances and

• Multi-geographical & International Learning

Partnerships

Development and Strategic Planning

• On-boarding Implementation

• Utilizing various learning methodologies i.e.

• Co-Active Performance Consulting

Accelerated and Blended Learning

• Systems Implementations

Professional Experience

Macy’s Inc.; Valley Stream, NY August, 2012 to Present

Retail Sales Associate Full-time

• Retail sales, customer service and account maintenance with customer information.

Home Depot; Atlanta, GA (Multiple Years) October, 2001 to June, 2012

E-Commerce Fraud Analyst

Managing E-Commerce risks, data, and product with customer critical information. Dedicated resource. Create and

report, weekly and monthly risk analysis to executive management.

• Consult with Corporate Security Teams to align with organizational strategies and programs utilizing the latest electronic tracking

systems

• Delivered unprecedented results to organization with the achievement of fraud detection resulting in recovered revenue up to

400,000

• Consultative Business-to-Business alliances for retail collaboration, fraud ring activity and impact from both internal and external

sales audiences

• Recognized as a senior member of staff who mentors new analyst on procedures and best practices

• Customer service

The Home Depot; Tampa, FL

Team Lead Training Facilitator

Implemented and managed the learning for The Home Depot ecommerce $150 million initiative. Supported key multiple

programs including call center productivity tools; and orientation and on boarding new associates. Responsibilities

included the implementation, development, and execution of a combined communication support groups .

• Consulted with senior managers for various areas of the business

• Drove the selection and implementation of an automated learning management system

• Negotiated learning vendor contracts both long term and short term for learning organization

• Acted as the President of the Employee Fund Committee

• Acted as a member of the Diversity team

• Recipient of Quarterly Circle of Excellence award

The Home Depot

Training Coordinator

Responsible for the creation and delivery of standardized new hire orientation curriculum across multiple business units.

• Consulted with Call Center Managers to identify and develop targeted education program requirements

Sharon M. Cook

Professional Experience

The Home Depot (cont’d)

Executive Administrative Assistant

Supported the Sr. Training Manager and team of seven. Responsible for the creation of spreadsheets; composed

correspondence; managed databases; and created presentations, reports, and documents using desktop publishing

software.

• Consulted with senior managers and business partnerships to manage budgets, profit and loss statements

• Managed vendors and partners to deliver operational requirements and processes

• Provided high-level decision-making administrative support in multiple locations

The Hogan Management Group; Tampa, FL August, 1998 to October 2001

Executive Administrative Assistant

Supported the Sr. Vice President and was responsible for the creation of spreadsheets and created presentations,

reports, and documents using Microsoft Office software.

• Provided high-level executive administrative support to various clients

• Interfaced with upper management and provided monthly reporting

• Managed the 22 leasing accounts for the organization

• Executive Presentations

Jack Parker Corporation; Tampa, FL January, 1995 to August 1998

Staff Account Associate

Provided rental revenue reports and tenant occupy data to Vice President of Southeastern Division.

Utilized experience to re-shape reporting process and procedures, as well as developed business

relationships with tenants. Provided excellent customer service and administrative support.

• Revamped account reporting process resulting in regained revenue of $1M

• Managed account planning, report generation and tenant relations

• Managed office functions

Education and Training

Bachelors of Science in Business Customer Service & Business Skills Development

Administration Strayer University pursing a

• Customer Service Training

Bachelor Degree

• DISC/Myer-Briggs

Management Development

• Knowledgent Customer Contact

• Certified Train the Trainer Program

• Executive Presentations

• 360 Training Coach

• Compliance Training i.e. Hippa, SOX,

and etc.

• Skill Soft Program

• Leadership Boot Camp

References can be furnished upon request.

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