Brian Cooper Email & Phone Number

Anderson, Indiana

Call Center support for the celluar communications industry. Full range of customer care from billing, sales and techinical assistance. First Quarter 2013 ranked 26th out of 574 care agents based on attendance, longevity and performance. Agent of the Month for August 2010, October of 2010, September 2011 and May 2013 distinguishes top performing agents.

Anderson, In

Cellular industry focus on account level satisfaction and technical assistance in same role prior to acquisition of Xerox Business Services dba ACS.

Manufacture and retailer of fishing lures.Hand crafted one at a timePersonalizing Baits, that you would put your name on!Folk Art + Sport + Technology"Go Ahead Toss It Up There"Mission Statement: Share Your Passion for FishingTarget Customers: Avid, Professional, Sports Fisherman

Contributions resulted in cost savings, increased efficiency and customer satisfaction.Developed or assisted in reporting department team process, efficiency and accountability.Created and maintained several processes for management and training.Data Reporting:Reduced data entry error rate from 20% to less than 1% for a department of 20 reporters. Enhanced problem resolution communications to zero wait for 35 satellite locations with reduced data and time sheet errors from thousands to near approximately 100 per month. Lead role for developing specialized reports including communication with customers and management.Reporting Auditor: Developed entry and reporting audit process then reported results for mentoring co-workers and management analysis. Utilized IT and project management skills to lead a three man team to change the way information is communicated from corporate to the field utilizing MS SharePoint, Access, Excel and Outlook. The results created Zero wait visibility to issues and utilized by all levels of the business.Another benefit was the great reduction of emails and phone calls for 35 satellite locations. Quality Control and Operations:Lead role updated and documented the reporting department’s SOP for ISO 9001 requirements. Lead role for Automotive Quality Control Containment coached and reported in a Six Sigma environment.Containment processes are high profile, time sensitive and interact with quality, engineering, operations and customers. Developed the industry best Excel quality reports distinguishing Product Action from competition to win over GM and Nissan accounts. PAI certified in APQP (Advanced Product Quality Planning), EMEA / FMEA (Error or Failure Mode Effect Analysis) and Project Risk Assessment.Billing and Collections:Reduced Toyota billing time from several weeks to minutes.Payroll and Accounting:Increased efficiency, cost reduction and visibility of time sheet errors.

Inventory Control / Lead Assembly Technician (03/02 - 09/02/02)The position supervised a $2 million inventory including auditing, distribution, packaging and manufacturing reporting. Analyzed and negotiated shipping cost reduction by consolidated small shipment carriers and Tier pricing with estimated annual savings of $30,000 with UPS. Integrated carrier and accounting software to create additional cost reductions. The position kept previous responsibilities which required time management and delegation.Lead Assembly Technician (01/02/00-03/02/02 *promoted)Assist management and training of assembly, packaging, testing, quality documentation, BOM, SOP, repairs and product engineering. Traveled to largest customer site performing quality consultation, reliability testing and customer satisfaction. Created and maintained quality control database. Assist in the management of the assembly, testing, packaging, quality and documentation of procedures. Train employees in all phases of hi-tech convergence manufacturing of thousands of personal computer based product.

Administrative: Distribution (10/98-11/99)The position assisted administration, customer service, distribution and warehouse. Created or maintained several reports for executives and management. Provided customer service, distribution and prepared daily activities reports including customer credits, distribution, inventories, retail close outs and manufacturing results.Specific Excel and Lotus 123 reports: On Time Performance (Just In Time), Shipping Activity.Created and maintained freight and product databases using MS Access.Authored and updated distribution/logistics training manual using MS Word.Customer Service (11/95 to 10/98 *promoted)Created and managed several reports distributed to all levels of executives and management: Service Requests, Back Order Trend and Customer Service Calls analysis. I helped IT provide computer seminars and instruction for MS DOS applications, Windows 95, printers and AS400. Assisted Marketing with surveys. Word Perfect, Lotus 123 and MS Excel used to create office forms, service, shipment tracing, expediting purchase orders, invoices, traffic and warehouse. I contacted 500 field personnel including management, sales and service. Position required technical sales, service requests, problem solving, order entry, filing credits, pick tickets and switchboard relief.

SEE RUG DOCTOR (parent company)

Indianapolis Area - Managed profitability and sales growth utilizing staff, merchandising, inventory control, operations and employee training. I received several local, regional and national sales and management awards. Direct and indirect technical assistance was provided to customers and other employees. Certified by Radio Shack in technology skills and C Manager (college graduates) training.

Manager Indianapolis, IN (Lafayette Square), Terre Haute, IN (Honey Creek), and City Manager for malls in DeWitt and Syracuse, NY Trained and promoted three assistants to store managers. Received several sales awards for local, regional and nationally. Primary store management functions were sales growth, hiring, training and firing of staff, merchandising, inventory control and operations.

Quality Control / Process Enhancement

Activities and Societies: Product Action employee online certifications Six SigmaAPQP (Advanced Product Quality Planning) EMEA / FMEA.

Ba, Business Administration - Management

Activities and Societies: KSA Fraternity KSA offices: Vice President, House Manager and Secretary, and Inter-Fraternity Board.