Darrel Cooper Email & Phone Number

Dallas, Texas, Us

▪ Provides end-user support for hardware and software issues via Freshdesk ticketing system. ▪ Configure and manage Salesforce users, roles, profiles, objects, sharing rules, permission sets; creates reports and dashboards.▪ Identifies and gathers requirements from users to make enhancements to Salesforce and Ring Central platforms which include reports, list views, and dashboards.▪ Develops training materials and knowledge base articles for end users and support team.▪ Troubleshoot and resolve Salesforce, RingCentral and Rent Café system issues.▪ Conducts testing and training using Salesforce Inspector, UAT and Sandbox.▪ Collaborate with business units to gather requirements and implement system enhancements▪ Reduced company expenses by $6,800 by identifying a system performance issue and collaborating with the external team to create user stories.

Dallas, Texas, Us

▪ Managed both the Leasing and Resident Services team.▪ Assisted with the development of the Resident Services Coordinator team which included scheduling, hiring, process and policy and procedures.▪ Reviewed, tested and coordinated efforts for the Ring Central phone line system prior to the launch of the Resident Services department.▪ Reviewed data and recommended organizational changes to procedures for the Leasing and Resident Services teams.▪ Researched and analyzed Ring Central data analytics and discovered discrepancies that negatively impacted the department’s metrics. Created manual data reports and documented process to share with senior management for monthly KPI reviews and team performance.▪ Designed and implemented Salesforce and Ring Central enhancements, improving user experience, and increasing productivity by creating user stories.▪ Continuously researched end-user trends and gathered data from Salesforce and Ring Central to enhance Salesforce procedures to maintain an efficient daily workflow for Leasing and Resident Service Coordinators.▪ Collaborated with Business Analysts to build an interactive Google review tracker to highlight the department’s participation in increasing the organization’s social media presence. ▪ Assisted with training, development, coaching and motivating and managing Leasing Coordinators and Resident Service Coordinators to achieve departmental goals.▪ Reviewed recorded phone calls via Ring Central for quality assurance and training purposes.▪ Proactively created reports that allowed management the visibility to monitor their team’s compliance with daily tasks.▪ Customized Salesforce to meet unique business requirements and optimize data based on end users’ service requests.▪ Managed 18 Coordinators and reviewed schedules for attendance and payroll across two separate departments.▪ Promoted to Technical Support Specialist May, 2023

Costa Mesa, Ca, Us

▪ Managed the daily operations of the Protection/CSID/Chase call center agents.▪ Facilitated weekly coaching sessions to develop, coach and motivate staff.▪ Reviewed recorded phone calls via Calabrio for quality assurance and training purposes.▪ Reviewed agent performance metrics via Looker to ensure adherence to service level agreement.▪ Supervised 24 call center agents and reviews schedules for attendance tracking▪ Monitored attendance and agent call behavior daily to ensure adherence to performance metrics.▪ Participated in the review and modification of policy and procedures.▪ Handled escalated customer concerns and complaints.▪ Processed corrective actions including termination.▪ Processed payroll via Oracle and UKG.

Dallas, Texas, Us

▪ Managed team caseload/market assignments based on needs and volume▪ Handled internal and external escalations including but not limited to fraudulent applications▪ Coached, developed and motivated Lease Administration team members to meet performance expectations▪ Analyzed documentation for fraudulent activity using intensive research methods▪ Assisted with the development and implementation of a fraud prevention policy and process▪ Conducted mid-year and annual performance evaluations▪ Performed quality assurance audits with team members to promote data integrity and adherence to policy▪ Responsible for interviewing, hiring and training new hires for a customer service focused work environment▪ Partnered with management team to identity and improve performance, policy and procedures▪ Oversaw the application process for 20 market offices and manage a team of 5-24 associates▪ Proactively anticipated and addressed daily areas of improvement to increase productivity▪ Maintained team schedule and tracked hours of team members using ADP for payroll▪ Promoted to higher level positions 3 times within 4 years

Dallas, Tx, Us

▪ Provided customer service to applicants and current city employees.▪ Reviewed applications for eligibility status and forwarded to HR Analysts for evaluation.▪ Requested termination information from HR to determine employment eligibility.▪ Assisted applicants with application process.▪ Prepared, read and responded to correspondence from various departments.▪ Maintained supplies by monitoring inventory levels; anticipating requirements; placing and expediting orders.▪ Obtained quotes, submitted to manager for approval and made purchases for the office.▪ Reserved conference room for meetings.

Dallas, Texas, Us

▪ Prepared and disseminated reconciliations and verifications for audit and funding purposes.▪ Monitored and tracked scholar attendance and teacher attendance submissions.▪ Sent daily IRIS alerts for absent scholars.▪ Reported all attendance discrepancies to directors and filed truancy cases▪ Accepted payments for school events, yearbooks and tuition and submitted accounts payable log to supervisor.▪ Obtained quotes for office supplies and submitted to office manager for processing.

Dallas, Tx, Us

▪ Entrusted with complex customer service and data entry issues resulting in prompt resolution and customer satisfaction. ▪ Served as subject matter expert and team leader in providing guidance and training to staff. ▪ Conducted new employee training and managed employee performance as needed.▪ Provided guidance and monitored customers’ progress during job searches and interview process.▪ Assisted customers with inquiries and referral information.▪ Greeted customers; ascertained nature of visit and directed customers to appropriate career specialists. ▪ Projected and maintained client participation.▪ Leveraged outside resources to assist clients with employment barriers.▪ Managed caseload of 100+ clients.▪ Conducted one-on-one employee trainings and managed performance as needed.▪ Received Employee of the Month award July 2014.

Us

▪ Provided customer service to internal and external customers.▪ Answered routine inquiries related to traffic appeals, small claims, evictions, and peace bonds.▪ Assisted judge with court proceedings and prepared pre-trial dockets, court documents, and subpoenas.▪ Read and answered correspondence.▪ Entered and maintained court information daily.▪ Handled monetary transactions.▪ Assisted in bookkeeping for small, civil and eviction claims.▪ Conducted new employee training and managed employee performance as needed.▪ Mailed court dates and arrest warrant notices.▪ Translated court procedures and documents in Spanish for defendants, attorneys, and the Judge.

Cybersecurity

Associate Of Arts And Sciences - Aas, Information Technology

Education record