Cooper Taylor Email & Phone Number

Campbell, Ca, Us

Campbell, Ca, Us

• Provide real-time monitoring of inbound queues for variances to forecasts with respect to incoming volume, handle times, and schedule compliance. Coordinate with vendor workforce management to balance call volumes and staffing needs. Responsible for notifying supervisors about variances and making recommendations for intra-day adjustments to maximize resource efficiency and achieve service level goals• Maintain constant communication with each inbound customer support team via IM, email, phone, etc. to identify call drivers, agent performance, staffing adjustments, etc. Plan and schedule approved off phone activities and VTO to ensure SLA is met. Initiate alerts of outages or other events impacting Service Levels.• Performance Reporting: Generate daily, weekly, and ad-hoc reports on incoming volume, SLA, productivity, schedule adherence, attrition, and other operational KPI’s. Maintain an accurate events log detailing the reason for variance to forecast for all operational metrics.• Generate regular short-term and long-term forecasts of incoming volume by channel (phone, chat, email, web submission, etc.) and staffing requirements. Compare actuals vs forecasts to identify areas to enhance forecasting and staffing models.• Generate weekly schedules and record daily adjustments due to unscheduled absences or unplanned events. Track and report on agent absences and schedule adherence.• Contact Center System Maintenance: Be a backup for implementation changes to incoming call routing system and IVR. Perform routine maintenance such as adjusting agent queue assignments, adding/deleting agents to the system, etc. Update documentation on incoming call routing, channels, queues, and agent profiles to reflect current operations.

St Paul, Minnesota, Us

Valley Forge, Pa, Us

-Monitors real-time volumes and makes intra-day decisions for reallocating resources or canceling off-line activities during times of high volumes. Scans business environment; predicts which factors will have an impact on work volumes. Regularly communicates meaningful, high-impact suggestions to process owners to improve processes and operational efficiency. Supports daily Conn meetings with the management team to communicate a daily plan of action according to resources and work volumes.-Ensures accurate crew schedule data by monitoring Aspect Real Time Adherence and alerting management to negative trends. Works with Aspect and other Conn tools to ensure accurate forecasting and crew schedule data is utilized when analyzing the current business environment. Assists Conn and management in managing timing and scheduling of large line and off-line activities. Provides suggestions for improving internal Conn tools and processes to ensure high efficiency and quality.-Supports manual workflows in the Conn involving routing of work and assignment of resources to specific volume. Acts as a liaison to the appropriate business areas for special projects and other non standard processing support.-Supports hours tracking and reporting for RKS crew supporting Swiss Army. Communicates RKS Swiss Army information, goals, monthly and year-to-date statistics on Swiss Army service and Swiss Army adherence to management. Reports trends and feedback to management.-Develops and maintains effective working relationships with management and crew throughout the department by handling interactions with peers and all levels of management in a positive and cooperative manner and through keeping Conn management informed of issues impacting the business. Effectively communicates deliverables to all appropriate parties and ensures that operational changes are communicated in a timely manner.

Valley Forge, Pa, Us

Valley Forge, Pa, Us

Valley Forge, Pa, Us

-Providing world-class service to clients in our professional contact center environment, emphasizing the ease of investing with Vanguard, and generating client loyalty by presenting an unmatchable client experience from end to end.-Identifying our clients’ needs, resolving issues, and positioning appropriate solutions and services to best meet those needs.-Demonstrating client relationship management skills through active listening, asking open-ended questions, building rapport, showing empathy, and positioning.-Developing and maintaining proficient knowledge of Vanguard funds and ETFs, individual securities, products and services, the overall financial markets, and the related legal, tax, and regulatory issues in order to educate and guide our clients.-Remaining current on relevant market and industry news and developing the ability to articulate how world economic events impact our clients and their investment needs.-Executing monetary and clerical transactions in a timely and accurate manner while providing callers with appropriate, accurate, timely, and complete information.-Applying Vanguard’s at-cost philosophy by using and positioning the most cost-efficient solutions to meet our clients’ needs.-Adapting to a changing working environment or changes in policies in a positive manner.

Moorhead, Mn, Us

 Provided campus tours to prospective students on a weekly basis Established relationships with students in a short time period while on tour  Data processed student information using Hobsons® Enrollment Management Technology Answered 20-30 phone calls per hour from students regarding questions about all facets of the university Maintained enthusiasm about MSUM while interacting with more than 500 students over a three year period

 Established the front desk operations as well as an efficient process for organizing files Created original advertisements for social floor programs for residents Developed relationships with direct superiors and peers Worked directly with 16 resident assistants as a contact between residents and professional staff Maintained confidentiality with residents and colleagues

Atlanta, Ga, Us

 Organized race day logistics with over 40 volunteers Marketing committee chair working directly with six volunteers Utilized networking with local running stores to advertise for event Met weekly time frame expectations in order to effectively organize race day operations Promoted event using fliers, event postcards and social media including Facebook and Twitter Worked independently organizing all volunteer coordination through Google Docs and emails

Irving, Tx, Us

 Handled all camp funds, made bi-weekly deposits and audited all financial transactions Directly supervised four employees and conducted monthly progress evaluations Worked as liaison between direct superiors and employees in order to maintain clear communication Set-up and organized Trading Post and ordered necessary supplies from vendors

Master Of Business Administration (M.B.A.), Business Administration And Management, General

Bachelor Of Science (B.S.), Business Administration And Management, General