Cooper Howard Email & Phone Number

California, United States

- Played a key role in the successful implementation and ongoing management of a new CRM system. Collaborated with cross-functional teams to ensure seamless integration, conducted joint integration testing with the CRM provider, and provide ongoing support.- Successfully manage implementation and optimization of omni-channel software solutions including Genesys, LiveEngage, Microsoft Dynamics, and more.- Create and manage Jira tickets to track software fixes, enhancements, and new features.- Provide Managers with tools, ideas, and resources to effectively mentor, coach and improve individual performances.- Collaborate with cross-functional teams to assess software features, scalability, security, and usability.- In development and testing a new innovative auto-dialer system connecting website generated sales opportunities through internal CRM system to increase end user sales performance and efficiency.

Woodland Hills, Ca

Improving customer service and sales experience, create engaged customers and facilitate organic growth. Optimizing customer digital interactions and following problems through to resolution. Setting a clear mission and using data driven results to ensure success. Key Responsibilities and Successes:- Deliver high level department performance to executive level members. - Coach and hold 100+ team members accountable to improving performance and skills and maintaining outstanding customer support.- Bug Reporting and Resolution to ensure program stability. Resolution through triage process and collaboration with client and vendor web teams.- Project manage all software enhancements and operational training. - Engage with various Departments which include Analytics, Customer Support, Marketing, Sales, Training, Web Development and Workforce Optimization.- Manage digital communication optimization responsible for an increase of 90% sales growth within 12-month time-frame.- Maintain a deep understanding of our product features and solutions to increase performance and customer experience.- Partner with software vendor and professional services for optimal digital communication.- Manage Operational Best Practices. Subject Matter Expert in the use of partner technologies.- Hold regular team meetings and one on one’s and foster an inclusive culture of high-performance, accountability and continuous improvement.- Provide weekly/monthly internal and external customer reports on service/sales requests.

Woodland Hills, Ca

Highly creative and multitalented Project Manager/ Graphic Designer with extensive experience in multimedia, marketing and print design. Exceptional collaborative and interpersonal skills; dynamic team player with well-developed written and verbal communication abilities.Key Responsibilities and Successes:-Acted a liaison for multiple clients regarding marketing needs. -Lead in the design, development and implementation of the graphic, layout, and production communication. -Develop numerous marketing programs (logos, brochures, newsletters, infographics, presentations, and advertisements) and guarantee that they exceed the expectations of our clients. -Manage multiple projects at once while meeting weekly and monthly deadlines.

Agoura Hills, Ca

Maintain a portfolio of clients and vendors, with focus on delivering results and account growth with unique managed services offerings, digital solutions, and analytics platform. Responsible for the execution of the vision established by our clients. Work with technical architects, Business Intelligence Analysts, ETL Developers, and other Implementation Project Managers to meet deliverables.Key Responsibilities and Successes:- Established Professional Services support and processes.- Project managed all post-sales activity for enterprise and SaaS customers through strong relationship-building, product knowledge, planning, and execution.- Maintained a deep understanding of our product offerings to keep our customers solution design optimal by ensuring the most relevant features/functionality are leveraged.- Partnered with Sales to develop a plan for making sure we become a part of each customer’s core architecture and long-term roadmap. - Worked closely with Product and Engineering on identification and tracking of feature enhancement requests and bugs. Partner to document requirements, plan for development, development QA and deployment.- Managed Operational Best Practices. Subject matter expert in the use of our technology to promote manager and Chat Specialist adoption and effectiveness performing core job functions. - Engage with various Departments which include Development Engineers, Implementation Engineers, IT Engineers, Product Management to ensure Software Requirements are optimal the Client Solution Design.- Assisted with the expansion of product and company growth opportunities for other lines of business.

Agoura Hills

Managed internal operations including in-house and off-shore staff, ensuring that enterprise client requirements and standard are maintained thru data analytics, quality insurance, talent recruitment, and process/product/policy training.Key Responsibilities and Successes:- Responsible for global adherence monitoring, training, and support of in-house agents and off-shore staff. Includes basic coaching and counseling, data analysis, pre and post launch training, and QA-check through triage.- Advanced Reporting, ownership of all high-impact reports. Streamlined Operations reporting; on average lowering the amount time spent building the reports by 50%+, while also adding more valuable and useful KPIs.- Client management with open dialogue on all current, future, and past program changes. Improved implementation of new initiatives, and as well as the expeditious closure of gaps in knowledge or processes.- Bug Reporting and Resolution to ensure program stability. Resolution through triage process and collaboration with client and vendor web teams.- Global launches internally and client side. Requires early adoption and comprehension of requirements about initiatives to prepare for fluid and stable releases; data gathering, create system docs, and test environments for the purposes of training and pre-launch debugging.- Training and Optimization to provide consistency in quality of content. Scripting and processes are continuously evaluated, created, or re-vamped depending on business need and analytical feedback. Training Guides created to provide ease in ability to deliver launch, product, or service specific information to a wider audience.- Event planning and hosting of program-specific client visits and affairs. Budget approval and adherence, research of all viable inclusions, coordination of retailers and vendors to ensure all inclusions are available for the targeted event date.- Recognized as Top Operations Supervisor in 2014 and 2015.

Agoura Hills

Chat Specialists serves as the first impression of customer experiences. Responsible for identifying customer’s needs, resolving questions or concerns, and providing firsthand product information via live chat. Ensured customers were engaged and confident in our solutions. Responsible for positive customer interactions and sale conversion, thereby leaving customers with lasting impressions of their online chat experience. Key Responsibilities and Successes:-Efficiently responded to customer requests via chat.-Processed critical issues when additional assistance was required by referring user problems to senior analysts, specialists, supervisors, or other support groups.-Provided thorough support and problem resolution for customers.-Performed and processed returns and exchanges.- Maintain high levels of performance in Customer Service and Sales. -75+ WPM