Cooper Roe Email & Phone Number

Chicago, IL, US

Chicago, Illinois, United States

• Works across the CS/CX Strategy and Scaled Customer Success teams to ensure that we're connecting with the right customers at the right time across the Scaled and Digital cohorts. Key responsibilities and.
• Collaborates with Scaled Success Leadership, CX Strategy, and cross-functional teams across Zendesk to define and execute on our global Scaled and Digital Success strategy, aiming to reduce C/C and grow expansion.
• Developed a semi-automated renewal framework to proactively connect with renewing customers in 2024. This resulted in a reduction of individual CSM admin time and streamlined renewal efficiency across the global Scaled.
• Built a data pipeline for 6 Digital Success campaigns (Q4 ‘23 – Q3 ‘24), engaging a total of 13,700 customers, and optimized future campaigns through A/B testing and post-event analysis of ARR and product impact.
• Crafts plays and enablement for a global team of Scaled CSM’s on new workflows and solicits feedback to further improve efficiency amongst the team.
• Partners with IT on tooling to find enhancements for automation in Scaled workflows to improve team efficiency and connect with the right customers at the right time, prioritizing risk and product adoption.

Chicago, Illinois, United States

• Creates and drives the data process, tooling, and participates in content decisions and creation for the Digital Success initiative, specifically using BigQuery, Gainsight, and the Google Suite. The goal is to create a.
• Developed and presented Scaled-specific plays processes surrounding AI ROI to the AMER Success team at the Madison Onsite (Oct ‘23), in collaboration with Success leadership and Mid/High CSMs.
• Proposed, built, and facilitated the “Explore Bootcamp” program to educate Scaled CSM’s on Explore reporting, dashboarding, and general statistics. This led to improved Success comprehension of Explore and promoted.
• Collaborated with Scaled Leadership to detail processes in the Scaled Playbook, specifically on Gainsight, Salesforce, and Outreach plays. This playbook has been shared with the Scaled team as a resource for Scaled.
• Engages cross-functionally (Product Marketing, Sales, Success, ED&A, Community) on various projects, such as planning Digital Success campaigns, co-hosting SMB webinars, and content delivery in Digital Success motions..
• Utilizes Gainsight reporting at least quarterly to pinpoint engagement opportunities for Scaled CSMs. This increases 1:1 engagements with customers requiring personalized engagement, ultimately boosting retention.

Austin, Texas Metropolitan Area

• Drives results for a team of up to 38 virtual employees to produce quality Fixes for clients across the United States.
• Collaborates with cross-functional teams across the company to strengthen partnerships and cooperate on internal projects and presentations to foster a client-first mindset amongst our region.
• Creates and presents monthly virtual group presentations spanning various subject matters such as leadership development, supply chain operations, and styling knowledge.
• Crafts weekly emails to team members to share out product and operational updates, goals, and build community amongst the team.
• Participates in the hiring process to employ new candidates to Stitch Fix that are bright, kind, and motivated by challenge.
• Ensures employees are following company policies and protocols through internal timekeeping and Fix audits so that our team can deliver upon our client promise.

Austin, Texas Area

• Partnered with the CSM team to audit hires with Enterprise clients to prevent churn—personally added an additional $55,000 in value to a marquee client in Q1 which resulted in retaining the company on the platform.
• Crafted internal projects and knowledge bases to provide more services for the candidate base on the platform and elevate the user experience, including a podcast, community forum, and job-seeker profiles.
• Collaborated with multiple teams within Seen—UX, QA, Product, Engineering, Marketing, CS—on various projects and platform initiatives to enhance the customer experience on the platform.
• Leveraged knowledge on various platforms—including Intercom, Zendesk, LucidChart, and Google Suite—to support Seen’s goal of connecting tech candidates with technical roles.
• Engaged with candidates to provide both coaching insights and conflict resolution to users on the platform with great customer service—responded to a total of 1,876 unique conversations.
• Reviewed job seeker resumes to provide valuable feedback and insight to help candidates get jobs—completed over 350 personalized reviews in Q4 2019 and Q1 2020 with an individual NPS of 95.5%.

Austin, TX

• Managed a book of business of 1,200+ clients through in-person meetings, phone conversations, and e-mail to ensure event success and client retention.
• Hosted and presented 281 in-person consultations during the 2017-2018 UT academic year to showcase to the clients how to have a successful event within the facility and make best use of our services.
• Engaged, planned, and executed 20+ daily events at the University of Texas with a diverse range of clients while providing excellent customer service.
• Managed and owned multiple internal projects within the Student Activity Center, such as Finals Fest, Student Employee Appreciation Week, and the annual Staff Holiday Luncheon.
• Led and coached 2 student-employed teams to drive teamwork, customer service, and leadership in a dynamic, ever-changing environment.

San Antonio, Texas Area

• Drove 2 multi-million dollar businesses by analyzing multiple metrics-based reports and diagnosing opportunities to consistently grow sales in a challenging environment.
• Grew customer satisfaction score to 89.1% in Q1—a growth of over 30 points to LY in the Home department—through coaching and mentoring sales associates.
• Coached and managed 10 associates on a daily basis who have all shown STD scorecard comp growth to LY by 2016 to improve the customer experience.
• Selected by Macy’s as a “Highly-Potential” Executive in April 2016 based on sales and quarterly performance.
• Assumed role of Technology Captain for the 2016 Fiscal Year, actively communicating and coaching other executives through Macy’s new Omni channel 2.0 technology initiative every week to elevate the product.

University Of Texas At Austin Student Activities Center

• Increased top-line sales by 9.5% within a year of obtaining the position by leveraging coaching, order/inventory management, and scheduling.
• Achieved an SPLH of 71.3 with an average of 5 associates on the floor by April 2015 through coaching focused on customer service.
• Hired, trained, and managed a staff of 20+ employees to provide a great customer experience.
• Forecasted weekly inventory on a $10,000 weekly budget to ensure supplies were maintained to meet consumer demand.
• Maintained Starbucks quarterly marketing initiatives through merchandising and customer communication to showcase new products and increase sales.

University Of Texas At Austin Student Activities Center

• Closed the store Sunday-Thursday evenings throughout the semester.
• Lead a team of four to close the store effectively every night.
• Provided excellent customer service throughout the shift.
• Promoted to Store Supervisor in August 2013.

University Of Texas At Austin Student Activities Center

• Created beverages and completed orders in a team-based environment.
• Delivered excellent customer service every shift.
• Promoted to Shift Lead in January 2013.

Education record

I've been spending my free time leaning Python for Data Science, data analysis, and statistics. I plan to use this knowledge to better.

Bachelor Of Arts - Ba

Education record