Veteran customer service expert takes the helm of the ProNovos ‘help desk’; Cochran brings years of experience in providing corporate clients with fast, courteous, high-touch service.
ATLANTA (11/05/21)–ProNovos has hired Garrett Cochran, who boasts extensive experience in maintaining strong relationships with high-profile corporate clients, as the company’s new Customer Success Engineer.
ProNovos creates project-management and data-warehousing/analytics solutions for general and specialty construction contractors. In his new role, Cochran serves as a liaison between contractors and ProNovos’ engineers and other technical experts. Acting a bit like a doctor on call, he continuously monitors clients’ communication channels to ensure a quick response.
“Part of what I appreciate about Garrett’s approach, in addition to his patient and courteous demeanor, is the way he quizzes our customers to get as much information as possible upfront,” said Bruce Orr, ProNovos’ founder and Chief Data Scientist. “Garrett sees that our clients are busy. He wants to get them the help they need right away and eliminate the need for any extended back-and-forth on the troubleshooting front. I’m thrilled to welcome Garrett to the ProNovos team.”
A native of North Dakota, Cochran previously worked for a large telecommunications company for more than eight years. He spent much of that time managing operations in New York and New Jersey, where his responsibilities included consumer research, performance-tracking, employee training and relationship-building with corporate clients and vendors.
“I did a lot of business-to-business sales and managed a couple of really big name, high-profile accounts,” Cochran noted. “I worked with very large corporate clients that had tenure with our company. Part of my role was making sure they were satisfied and could confirm for themselves that they were recognizing ROI. There are a lot of parallels with my current role at ProNovos.”
Cochran’s role during his six-year stint at an equipment parts company also involved customer service as well as tasks such as gathering and analyzing secondary data to troubleshoot logistics issues. Using his analytical skills, Cochran successfully managed more than 750,000 pieces of inventory in total.
Cochran brings extensive communications training to his interactions with ProNovos customers. He earned a bachelor’s degree in media and public communication from Purdue University Fort Wayne in 2008. His journalism training included serving as metro beat intern for The Fort Wayne News-Sentinel, where he wrote more than 25 articles, including front-page stories, for the metro section.