Dylan Cooper Email & Phone Number

Whiteland, In, Us

Implemented Five9 and Salesforce to enhance the companies Call Center, resulting in enhanced SLA tracking, and reducing agent time manually calling members. Recreated the Clinician lead process to screen out unqualified leads using Hubspot and Salesforce flows, with a 29% increase in converted leads. Automated the call agent scripting by using flows and subflows to dynamically walk the agent through the calls based off of the member and updating the data within Salesforce.

Implemented a new Health Cloud instance and launched a product after 26 days, that received high praise all the way up to the CVS quarterly earnings call.Created flows to automate processes for the onboarding team that saved an annual cost of over $100,000.Managed the CLM (Apttus/Conga) and work with legal to streamline 1000s of contracts.Integrated a new business into the current org by gathering requirements, building out processes, and setting up their security matrix.Provision user access to ensure proper IT adherence.Create and assist users with reporting and dashboards, ensuring users are receiving the data needed. Liaison as the subject matter expert with multiple departments for Salesforce, and create documentation for enhancements. Performed DevOps processes using Gearset and Change Sets.Speak with vendors for 3rd party software to enhance the Salesforce experience.

Indianapolis, Indiana

Assisted in clearing a large backlog of over 600 Service NOW tickets for users requiring system access. Completed over 20 Service NOW tickets daily for IAM services for multiple applications, while maintaining proper IT policy adherence.Experienced performing technical audits to ensure IT compliance.Completed cybersecurity training with Purdue University that covered the following areas: Cybersecurity Fundamentals, Enterprise Security, and Vulnerability Management.

Indianapolis, Indiana

Completed training programs covering programming fundamentals in JAVA, python, and SQLWriting, executing, and documenting test cases. Discovered over 100 defects in the software and properly uploaded the findings into HP ALM.

Indianapolis, Indiana

• Provided tier 1 technical support for customers via phone or email.• Wrote technical reports in the Salesforce database• Edited data that was been placed into Salesforce for accuracy

Greenwood, In

Managed over 20 people a shift, delegating tasks for employees to ensure guest satisfaction.Broke the record for most money made during a dinner shift.Provided exceptional services and won manager of the month multiple times.

Greenwood, In

Managed 1/3 of the restaurant which included guest satisfaction, drive thru times, and accurate money counts.Wrote reviews for employees that ranged from crew members to shift managers.The go to contact to solve customer inquiries.

Indianapolis, Indiana

• Troubleshooting client’s computer and printer issues• Establishing proper maintenance on thousands of dollars’ worth of computer and printer equipment• Send computer issues to higher echelons if deemed appropriate