Account Manager, Abuse Desk Specialist and Customer Service Expert

Michael Cooksey

*** ********* *****

Coppell, TX 75019

(512) 739 - 7550

pv48hf@r.postjobfree.com

Qualifications Summary

Results-oriented Account Manager, Trainer, and Customer Service professional with rock-solid expertise experience developing, implementing & maintaining customer service strategies that support core business objectives. Recognized as a creative problem solver and passionate Customer Service Specialist by peers and clients.

Areas of Expertise include Account Management, Customer Service, Fraud and Abuse Detection and Reporting, German Language and Translation

Granicus, Inc., Austin

Account Manager

January 2008-Present

* Strengthen the business value by nurturing client relationships and locking down key upsell opportunities

* Sustain business objectives through the development of detailed customer service plans that define software goals for over 90 clients throughout dedicated region

* Guarantee complete client software adoption via web-based and blended learning training initiatives

* Ensure resources are optimally applied by proactively managing client expectations and working closely with stakeholders

Slide, Inc., San Francisco

Slide Community Support & Website Abuse Specialist

May 2006-January 2008

* Reduced Slide.com site abuse through the facilitation of internal training initiatives

* Managed and processed all incoming abuse and fraud reports in tandem with legal counsel

* Reported illegal activity to authorities via established channels and liaised with law enforcement officials on investigations involving Slide.com users

* Proactively monitored Slide.com content for TOS violations, including fraudulent accounts, customer harassment, adult content and copyright violations

* Increased team productivity by slashing end user help demands through the creation and expansion of end user knowledgebase

* Authored TOS and abuse policy guidelines used as abuse benchmarks and created internal abuse training content knowledgebase

* Established internal product and abuse policy mastery by directing new hire training programs in tandem with Team Lead

Ulloa After School Learning Center, San Francisco

Assistant Director

August 2004-May 2006

* Increased student retention and enrollment by directing teacher training in tandem with Senior Director

* Drove key gains in student test scores on CA standardized tests by leading literacy enrichment courses and staff training and professional development initiatives

* Spearheaded curriculum development projects for ESL students and staff that resulted in increased English language adoption by immigrant students

University of North Texas, Denton, Texas

German Instructor

January 2002-May 2004

* Developed and executed first & second semester German Lab courses for undergraduates

* Managed benchmark testing and needs analysis reports for German faculty that informed curriculum planning

* Created intercultural training and awareness workshops that resulted in increased student enrollment and retention

NCH Corporation, Irving, Texas

Freelance Trainer (Business German and Intercultural Communications)

January 2002-June 2002

* Led German training initiative for executive staff working with international clients

* Delivered language & intercultural communication skills that supported key business objectives in NCH’s European market

* Authored custom curriculum and results-oriented training approaches under tight deadlines

Freelance Trainer and Translator, Berlin, Germany

(Business English and Intercultural Communications)

December 1995-January 2000

* Intercultural Communications & Business English trainer for Motorola, Siemens, Bosch, Gaz de France & BMW for staff at all levels: administrative to executive management

* Designed and executed custom training curriculum tailored to client specifications

TECHNICAL KNOWLEDGE

Microsoft Office · Web conferencing technologies · Networking (LAN, WAN, VPN) · Cloud computing and SaaS · CRM proficient (Salesforce) · Proficient HTML skills & basic Unix skills · Adobe Captivate Certified· Proficient on PC & Macintosh platforms

LANGUAGES

Native fluency in German, beginning French, familiarity in Danish

EDUCATION

San Francisco State University

Master of Arts, Teaching, 2006

University of North Texas

Bachelor of Arts, German, Cum Laude, 2004

Humboldt Universitaet zu Berlin, 1997 - 1999

Scandinavian Studies, Danish

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