Andrew Cook
Leicester,Leicestershire
Summary
A customer service expert with a strong orientation towards outstanding customer service and effective communication.
Experienced in staff education and training, with peer mentoring capabilities and adept at creating comprehensive training documentation. Committed to leveraging these skills to drive organisational success and foster a culture of continuous improvement.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
21
21
years of professional experience
Work history
Senior customer service associate
Juniper Networks
Sunnyvale, California
2006.04 - 2024.09
- Facilitated resolution of workplace conflicts to support a collaborative environment.
- Optimised processes to assist in achieving smoother operations.
- Coordinated with various departments to help resolve issues promptly.
- Clarified product information to aid in reducing customer confusion.
- Organised workloads to support the effective running of daily tasks.
- Adapted to new software tools to help improve efficiency.
- Arranged team meetings to foster morale and encourage productivity.
- Collaborated with teams across functions to assist in project completion.
- Resolved complex challenges through critical thinking.
- Responded promptly to emails and calls to assist in improving response times.
- Supported training initiatives to enhance staff performance.
- Addressed customer complaints to ensure satisfactory resolutions.
- Gathered feedback from customers to assist in improving service quality.
Sewer adoption assistant
Severn Trent Water
Leicester, Leicestershire
2003.11 - 2005.05
- Developed sewer plans to be provided to sewage engineers for inspection, with a view to adoption by Severn Trent Water
- Liaised with housing developers to gain accurate information about sewer plans
- Worked to clear a backlog of legacy sewer systems that had not been adopted for years
Education
Certificate of Higher Education - Counselling Level 3
North Warwickshire and South Leicestershire College
Leicester 2025.10 -
Certificate of Higher Education - Counselling Level 2
North Warwickshire and South Leicestershire College
Leicester 2024.10 - 2025.06
GCSEs - Mathematics
Bournemouth and Poole College
Poole 1993.09 - 1994.06
A-Levels - English
Bournemouth University
Bournemouth, England 1993.09 - 1994.06
Skills
- Effective communicator
- Problem-solving
- Salesforce
- Outstanding customer service
- Staff education and training
- Strong customer service orientation
- Customer service expert
- Peer mentoring capabilities
- Training documentation
Affiliations
- Tabletop Gaming
- Amateur Dramatics
- Karaoke
Timeline
Certificate of Higher Education - Counselling Level 3
North Warwickshire and South Leicestershire College
2025.10 -
Certificate of Higher Education - Counselling Level 2
North Warwickshire and South Leicestershire College
2024.10 - 2025.06
Senior customer service associate
Juniper Networks
2006.04 - 2024.09
Sewer adoption assistant
Severn Trent Water
2003.11 - 2005.05
GCSEs - Mathematics
Bournemouth and Poole College
1993.09 - 1994.06
A-Levels - English
Bournemouth University
1993.09 - 1994.06