MYRON COOK

CUSTOMER SUCCESS SUPPORT ENGINEER

470-***-**** adyxso@r.postjobfree.com Atlanta, GA 30318 PROFESSIONAL SUMMARY

Highly driven and technical Customer Success Engineer with proven experience offering support in software applications, software implementation/deployment, technical support, project management, customer training and software quality assurance. Skilled in customer relationship management spanning across multiple industries of varying sizes and needs. Consistently striving to deliver an exceptional customer experience by constantly improving, educating, and building customer focused teams. Bringing 11+ years of quality performance in customer support roles with a proven track record of delivering a good understanding of support processes to defuse customer dissatisfaction and manage competing priorities with superior results. SKILLS

Project Management Risk Assessment Analytical Thinking Client Relationship Management (CRM) Relationship Building Interpersonal Skills Written & Oral Communication Process Improvement Customer/Technical Support Troubleshooting & Maintenance Client/Server Models Problem Solving Business Development Account Management Microsoft Office Suite Strategic Planning Conflict Resolution Data Visualization Tools Jira Salesforce ServiceNow Microsoft Office Suite SQL Databases WORK EXPERIENCE

Customer Care IT Technician 06/2022-05/23

Phillips Healthcare, Atlanta Ga

● Performed troubleshooting and technical support for online customers when needed.

● Proactively resolved Tier 1 customer technical issues and reported advanced situations to management.

● Answered insurance-related questions from callers that demonstrated expert product/service knowledge.

● Received, submitted, and processed payments and answered bill related questions.

● Streamlined detailed messages to agents/claims personnel for top-notch communication efforts. ERT CUSTOMER SERVICE REPRESENTATIVE 12/2021-06/2022 Southern Company, Atlanta,GA

● Received inbound calls from outside technicians and customers who were calling with emergency gas leaks and issues

● Created work orders for explosions fires and gas smells in the area

● Worked with local fire departments and EMTs to get information on anyone hurt in fires or leaks caused. DISPUTE COODINATOR 11/2020 -12/2021

Equifax, Atlanta, GA

● Conducts online troubleshooting for customers on their online accounts and passwords to boost efficiency.

● Assists consumers with dispute processes of information reporting incorrectly on credit report.

● Works in conjunction with current/previous tickets and appeal processes to efficiently update reports.

● Crafts and designs digital online images to launch a custom, individualized profile for the consumer.

● Facilitates follow ups to consumer for unresolved ongoing issues and implements procedures for effective resolutions.

MYRON COOK

PRIORITY BANKER 03/2019 – 11/2020

Regions Bank, Birmingham, AL

● Served as Tier 1 tech support for internal website.

● Oversaw all customer support including password resets and working with trouble tickets to resolve more complex issues.

● Addressed incoming calls, questions, comments, and issues from bank customers relating to account balances and small/large scale transactions.

● Opened new accounts for new and existing customers based on their specific needs/requirements.

● Delivered education to customers on mortgages and guided them through the loan application process.

● Opened lines of credit for personal and business accounts based on evaluating credit scores, income levels, and employment histories.

CUSTOMER CARE REPRESENTATIVE (6-MONTH CONTRACT) 09/2018 – 03/2019 First Advantage, Atlanta, GA

● Liaised with customers and managers with online issues to boost client satisfaction.

● Submitted tickets for overall system outages to streamline communication efforts between the customer and service providers.

● Conducted and managed inbound calls from clients and applicants about background screenings.

● Provided consistent updates and statuses of backgrounds regarding to next steps within internal processing. CUSTOMER CARE SERVICE REPRESENTATIVE/TECH SUPPORT 01/2017 – 09/2018 State Farm, Dunwoody, GA

● Assisted customers with insurance policies including auto life and catastrophe claims.

● Managed the completion of customer service needs/requests that increased overall satisfaction.

● Performed troubleshooting and technical support for online customers when needed.

● Proactively resolved Tier 1 customer technical issues and reported advanced situations to management.

● Answered insurance-related questions from callers that demonstrated expert product/service knowledge.

● Received, submitted, and processed payments and answered bill related questions.

● Streamlined detailed messages to agents/claims personnel for top-notch communication efforts.

● Continuously applied State Farm policies and procedures to unique situations for the highest level of quality.

CUSTOMER CARE TIER 1 SUPPORT 07/2014 – 01/2017

Verizon Wireless, Atlanta, GA

● Piloted Tier 1 support for customers with device issues that required troubleshooting and trouble ticket creation for escalated inquiries.

● Handled incoming calls form Verizon Wireless customers and provided them with Worldwide Customer Service, while demonstrating exceptional performance within a high-volume, fast-paced environment.

● Proactively responded and addressed customer issues in a respectful/professional manner by presenting a value to their time and implementing quick resolutions.

● Provided in-depth technical support during troubleshooting procedures and customer assistance. EDUCATION

BACHELOR’S DEGREE Clayton State University 2022-2024 Engineering

470-***-**** adyxso@r.postjobfree.com Atlanta, GA 30318

Contact this candidate