Gareth Cook
Consett
Summary
A highly skilled professional with extensive experience in teamwork, communication, organisation, and time management. Demonstrates exceptional problem-solving abilities within the FMCG industry, consistently delivering creative solutions under pressure. Adept at contributing individually and leading by example, with a proven track record of writing comprehensive documentation and effectively managing customer interactions. Career goals include leveraging these skills to drive operational excellence and enhance customer satisfaction.
Overview
25
25
years of professional experience
Work history
Account Co-Ordinator Team leader
Graphic Packaging International
Gateshead
2022.01 - 2026.07
Account Co-Ordinator
Westrock
Newcastle upon Tyne
2021.07 - 2021.12
Internal Account Manager
Graphic Packaging International
Gateshead
2019.11 - 2021.07
- Reporting to Sales Office Management team I control the daily activity for carton and sleeve supply to a group of customers who manufacture private label chilled food for the leading UK retailers. My position encompasses several responsibilities including the raising of bulk orders, processing call-offs for delivery, die cutter ordering, coding up of incoming artwork files along with managing queries such as missing deliveries/paperwork and invoice discrepancies. Working alongside our Key Account Managers we share responsibility for launch and NPD activity including sample requests, perusing receipt/final approval of artworks and management of board reservations. Whilst undertaking this fast-paced role I’ve strengthened my time management ability further through continuously re-prioritizing tasks, many of which need to be completed urgently.
Information Management Assistant
Thomas Miller
Newcastle upon Tyne
2014.04 - 2019.11
- Reporting to Thomas Miller Claims Management Executives within the London, Dubai and Newcastle branches, my responsibilities include the creation and maintenance of digital customer files through the processing of incoming correspondence directly from members or via the executive team. Attention to detail was paramount to protect the interests of both Thomas Miller and the clients as I referenced documentation on to relevant files and organized considerable payment amounts through the setup of bank payees when claims were made. Processing of post, answering and making of calls, and running weekly reports. I developed a strong skill for time and workload management as my current team had to complete certain tasks within 30 minutes of arrival in to our work basket.
C.S.R / Lead C.S.R
Orange PCS
North Tyneside
2004.01 - 2014.04
- Primarily responsible for accepting incoming calls from Business Customers. Regular Tasks included review and resolution of complex queries relating to a variety of topics such as billing or handset related issues. I was expected to be very commercially aware and often negotiate new contract terms with customers which included handset and service plan upgrades. In 2009 I was promoted internally to a Lead CSR Role. I was often asked to deputise in the absence of my own or other managers. In these instances, I managed the performance and coaching of a team of up to 13 Customer Services Representatives therefore I am highly familiar with controlling areas such as annual & special leave, sickness and scheduling. As part of my role, I was also responsible for processing and resolving customer complaints and for listening to and feeding back, through my own expertise, on calls in a bid to improve customer experience.
Customer Services
National Rail
Newcastle
2003.06 - 2004.01
Duty Manager
Wortley Hotel
Scunthorpe
2001.03 - 2003.06
Education
AAT Level 2 - Accounting
NVQ Level 2 - Contact Centre Operations
City & Guilds NVQ Level 2 - Food and Drinks Manufacturing
RSA Stage One - Computer Literacy & Information Technology
GNVQ Foundation Level - Health & Social Care
GCSE’s - English, Mathematics, Dual Award Science and Art
Skills
- Teamwork
- Throughout my working life I have always worked as part of a larger team I am able to contribute individually, however, have always been willing to share knowledge & experience with anyone else who might need my help I take direction well and am quick to learn however can also adapt to lead through example where required
- Communication
- I pride myself on being an excellent communicator I can adapt my style effectively depending on circumstance whether it is over the phone or face to face I have often been required to write up comprehensive documentation without the use of jargon and have several years of experience of dealing with customers over the telephone
- Organisation & Time Management
- My organization and time management skills have been proven throughout my work history At Graphic Packaging both skills are monitored closely as part of service level agreements with our customer base
- Problem Solving
- Problem solving has also been a key part of several roles throughout my working life Working within an FMCG industry now means the unexpected often happens, with this in mind I have to think creatively to resolve problems especially when a customer needs something from me promptly
References
Available upon request
Timeline
Account Co-Ordinator Team leader
Graphic Packaging International
2022.01 - 2026.07
Account Co-Ordinator
Westrock
2021.07 - 2021.12
Internal Account Manager
Graphic Packaging International
2019.11 - 2021.07
Information Management Assistant
Thomas Miller
2014.04 - 2019.11
C.S.R / Lead C.S.R
Orange PCS
2004.01 - 2014.04
Customer Services
National Rail
2003.06 - 2004.01
Duty Manager
Wortley Hotel
2001.03 - 2003.06