People-Centric Customer Advocate and Operations Lead

Naijae Cook

Customer Advocate Carvana – Phoenix, AZ 04/2023 – 04/2025

Hospice Volunteer Hospice of the Valley – Gilbert, AZ 01/2019 – 03/2020 Lead Coordinator Blue Line Logistics LLC – Phoenix, AZ 06/2018 – 04/2022 Market Manager Iconic Executives (Verizon) – Phoenix, AZ 04/2022 – 04/2023 Assistant Representative Golden Ark Realty – Phoenix, AZ 01/2019 – 04/2022 Real Estate Follow-Up Specialist Next Door Property Solutions – Phoenix, AZ 04/2025 – Present Client Service Representative Cox Automotive (Central Dispatch) – Phoenix, AZ 01/2019 – 01/2021 Policy Development Intern ASU 121 – Action Campaign, Arizona State University – Phoenix, AZ 01/2021 – 04/2021

Phoenix, AZ 480-***-**** *******@*****.***

Supportedpatients withcompanionship, daily tasks, andemotionalcare. Assisted nurses and CNAs with activities and comfort measures. Oversaw logistics dispatch,coordinating shipments and resolving carrierand customerissues. Maintained constant communication with clients to ensure timely and accurate deliveries. Practiced active listening and problem-solving to deliver customer satisfaction. Collected student and faculty feedback toguide policy decisionsand improvecampus experiences. Increased event attendance through strategic outreach and invitations. Delivered reports and presentations to university leadership, driving awareness of key issues. Resolved customer issues via phone and email regarding orders, shipments, and account concerns. Coordinated with multiple departments to troubleshoot and resolve service inquiries. Followed up with clients to ensure satisfaction and retention. Managed high-volume inbound and outbound calls with professionalism. Built strong relationships with customers, advocating for them throughout the car-buying experience. Asked probing questions to uncover customer needs and priorities while problem-solving in real time Handled a wide range of conversations with professionalism and empathy. Resolved escalations, including situations involving requests for compensation and potential legal action.

Supported daily operationsthrough scheduling, documentation, and office management. Drafted business communications and assisted with social media marketing to enhance client engagement. Organized meetings, documented notes, and provided scheduling support. Used market research and competitive analysis to understand and effectively communicate product value. Facilitated customer-facing communication and supported the sales process through education and problem resolution.

Trained, mentored, and supported new hires, emphasizing a growth mindset and teamwork. Collaborated with internal teams to improve processes and customer experience. Managed consistent communication with leads, prospects, and clients to ensure timely follow-up and engagement. Scheduled appointments, confirmed showings, and tracked client interactions to support sales team productivity. Utilized CRM systems to log conversations, update records, and monitor the sales pipeline. Nurtured relationships with prospective buyers and sellers by addressing questions, providing updates, and building trust. Conducted outbound calls, emails, and text outreach to re-engage dormant leads and increase conversion opportunities. Delivered excellent customer service by understanding client needs, problem-solving, and maintaining professionalism. Dedicated Customer Experience professional with over 5 years of experience building client relationships, managing pipelines, and driving exceptional customer satisfaction. Skilled in lead follow-up, process improvement, and CRM management. Passionate about guiding clients through every step of the process, from initial outreach to closing, while maintaining a customer-first mindset. Work Experience

Profile

Bachelorof Business (Communication) – Arizona State University, W.P. Carey School of Business 2020 – Present High School Diploma – ASU Prep Digital 2020

Conflict Resolution & Problem Solving

CRMTools (Zendesk, Kustomer, Intercom – familiar)

Real Estate Market Knowledge

Strong Written & Verbal Communication

TimeManagement & Multi-tasking

Lead Follow-Up & Pipeline Management

Customer Support (Phone, Chat, Email)

Order & Payment Resolution

Skills

Education

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