ADRIAN PENNYCOOKE
Lithonia
Summary
Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes.
Overview
21
21
years of professional experience
Work History
Supervisor
Bakkt (Legacy)
04.2021 - Current
- Hiring training and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies
- Answering agent questions regarding best practices or difficult calls
- Conducting weekly staff meetings, one on one with supervisors, Monthly Coaching observations with each supervisor
- Monthly team reviews with each supervisor on team performance, Monthly inspections on supervisor to include Coaching Document review, Attendance review, Counseling review, and Call Calibration
Call Center Manager / VP Operations
Fidelity
02.2019 - 03.2021
- Evaluate performance with key metrics, accuracy, and monitor code usage
- Prepare reports for different departments or upper management
- Hire, coach and provide training to personnel to maintain high customer service standard
- Assume responsibility of budgeting and tracking expenses
- Made hiring recommendations to increase company's productivity and profitability with quality workers
- Mentored team members to enhance professional development and accountability in workplace
Technical support representative
Natures Innovation
10.2015 - 02.2018
- Provide answers to clients by identifying problems, researching answers, guiding client through corrective steps
- Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services
- Deliver service and support to end-users using and operating automated call distribution phone software, remote connection or over the internet
Call Center Manager
Apple Inc
10.2008 - 10.2012
- Respond and handle and resolve customer inquiries
- Provide customer with products and service information
- Process order forms and application, research required information using available resources
- Identify and escalate customer issue
Help Desk Analyst
Dendrite International
02.2004 - 08.2005
- Responsible for providing technical assistance
- Handle a wide variety of hardware, software application
- Convey technical advice and information to clients
- Providing clients with professional customer service, answering incoming calls
- Addresses and resolves basic incidents and requests, logs all incidents and requests
- Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility
- Creates a positive customer support experience and builds strong relationship through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
- Provides after hours and on-call support as needed
Education
21 Bravo Combat Engineer -
U.S Army
Fort Lenard Wood, Missouri05.2015
Computer Programming Certification -
ITT Technical Institute
Duluth, GA11.2009
Computer Information Certification - Computer Information
Turner Job Core Center
Albany, GA12.2006
High school Diploma - Computer and Information Sciences
Shiloh High School
Snellville, GA05.2003
Skills
- Ability to follow instructions
- Decision making
- Delegation
- Telephone communication skills
- Customer service
- Leadership skills
- Goal oriented
- Training and mentoring
- Staff management
- Decision-making
- Complex Problem-solving
- Strategic planning
Training
- Recruiting and interviewing
- Employee scheduling
- Strategic planning
- Employee performance evaluations
Personal Information
Title: Manager
Timeline
Supervisor
Bakkt (Legacy)
04.2021 - Current
Call Center Manager / VP Operations
Fidelity
02.2019 - 03.2021
Technical support representative
Natures Innovation
10.2015 - 02.2018
Call Center Manager
Apple Inc
10.2008 - 10.2012
Help Desk Analyst
Dendrite International
02.2004 - 08.2005
Computer Programming Certification -
ITT Technical Institute
Computer Information Certification - Computer Information
Turner Job Core Center
High school Diploma - Computer and Information Sciences
Shiloh High School
21 Bravo Combat Engineer -
U.S Army
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