The document is a resume for James R. Cook that outlines his skills, capabilities, achievements, and work history. Some of his key skills include team building, leadership, presentation skills, and process improvement. His capabilities include developing technical support groups, analyzing training needs, facilitating scheduling, and leading project teams. His achievements include attaining inventory accuracy goals, reducing returns and processing times, and maximizing limited office space. He has over 15 years of experience in technical support roles.

1. James R. Cook
2828 CR 322
Liberty Hill, Texas 78642
512.773.4497 jrcook1972@gmail.com
KEY SKILLS
Team Builder Customer Focused
Leadership Excellent Presentation Skills
Productivity Improvement Disciplined & Goal Oriented
Process Development & Improvement Analysis
CAPABILITIES
 Development of technical and support groups in a startup company.
 Analyze the training and tools necessary to successfully implement and better
enhance performance technical support and add more value to customer relations.
 Facilitate scheduling of customer and technical support personnel to meet the varying
demands of support for business owners and end users as well reassign personnel to
meet peak customer demands in order to order to reduce customer wait times
 Managed various numbers of quality, technical, warehouse and customer support
personnel as well providing direction to meet both company demands as well taking
care of both internal and external customers.
 Impartially assess personnel work performance.
 Capacity to lead, interact, and engage project teams to successful project conclusion
within schedule, below cost while discounting the effects of project creep.
 Lead contributor in developing and implementing new processes to significantly
reduce cost.
 Successfully interacted and engaged purchasing, quality, planning, engineering and
customers.
 Provide informative reports in a clear and readable format for better management
decision making.
 Possess excellent communication skills.
 Ability to adapt to a fast pace environment with a thorough understanding of
manufacturing, quality, technical support as well customer support groups.
 Ability to lead change in a fast pace environment.
 Effectively interact with internal and external customers.
 Strong organizational skills with high attention to detail.
 Principal contributor in developing and implementing new processes to significantly
reduce cost.
 Analysis of training needs and tools and successfully implemented to better enhance
performance and customer relations.
 Assumed lead role in statistical tracking of failures to measure trends and
recommended changes.
ACHIEVEMENTS
 Attained inventory accuracy to a 1% margin of error.
 Slashed returns to 2% of total sales while ensuring customer satisfaction was not affected
and adding a pleasant customer experience.

2. James R. Cook / Résumé / Page 2
 Succeeded in simplifying the process of handling Return Material Authorizations with an
updated software package demonstrating process time reduction from 20 minutes to 2
minutes.
 Completed the organization structure of a technical and customer support group to handle
customers technical and customer care issues for a Startup Company. Providing superior
support and adding value to the organization.
 Wrote receiving quality procedures for ISO 9000 Certification.
 Led a process for reducing shipping cost for customer returns with a major carrier as well
sending return shipping labels electronically to customers. Adding value to customer
experience with the company.
 Successfully maximized limited office space to group customer service and technical
support personnel in a manner allowing easy exchange of information and support.
 Successfully maximized limited office space to group customer service and technical
support personnel in a manner allowing easy exchange of information and support.
 Accomplished a process and procedures as well utilizing limited space for the receiving,
shipping, and stockroom allowing for a smooth flow of inventory received and shipped.
 Achieved a 24 hour turn-around receiving product returns, obtaining return authorization
from supplier, and shipping product back to supplier. This resulted in maintaining very
low inventory levels as well negating refunds given to customers by receiving credit from
suppliers.
 Identified and realized the development needs of call center personnel as well
understanding the different levels of expertise. Mentoring and encouraging self-
improvement and provided learning tools to develop and further advance personnel
adding value to the organization.
 Expanded the capabilities of call center personnel through training and directing in a
manner to minimize hold times for customers or technicians calling for assistance.
WORK HISTORY
2014 – Present Wayne Fueling Systems, LLC
Shift Leader Technical Support
2012 – 2014 Wayne, a GE Energy Business, Austin, Texas
Shift Leader Technical Support
2001 – 2012 Wayne – Dresser Industries, Austin, Texas
Technical Support
1998 – 2001 HANDTECH.COM: Austin, Texas
Manager Technical Support, Inventory, Shipping and Receiving
EDUCATION
University of Phoenix: Austin, Texas
Bachelor of Science Business Information Systems
University of Phoenix: Austin, Texas

3. Masters Business Administration Technology Management