Jennifer Cooper Email & Phone Number

Remote

Successfully led both Sales and Service departments, demonstrating a strong commitment to fostering a culture of excellence. Served as a Culture Champion, advocating for the Voice of the Customer and Voice of the Employee. Held a pivotal role as an Executive Council member, leveraging cross-organizational expertise to drive sales growth, enhance.

Naperville, Illinois, United States

Transformed an underperforming department into a highly efficient and successful operational unit. Led the successful revitalization of the Solutions Call Center, a third-party call center responsible for managing pet warranty claims and addressing customer service concerns on behalf of nationwide pet store clients.  Spearheaded a comprehensive.

Naperville, Illinois, United States

Third Party Pet October 2020 – PresentRegistrations Supervisor Coaching and mentoring a highl- producing sales team to attain business goals. Responsible for ensuring all customer service and sales standards are maintained at the highest levels.  Daily coaching and mentoring of staff to ensure all targets are being met and exceeded Motivate and train.

Rockford, Illinois Area

Lead and develop a team of 12 direct reports within a 1000-person virtual call center, which supported multiple time zones. Responsible for onboarding new customers as well as chronic repeat callers assisted with resolution of the most serious Corporate Escalations, Better Business Bureau complaints, High Dollar Chronic Customers or Service Level Agreement.

Rockford, Illinois Area

Directed a team of 10-12 direct reports in newly piloted Virtual Call Center focused on technological trouble shooting in support of ~400k phone, internet and cable customers. Required superior customer service engagement as well as strong technical knowledge and ability to translate this knowledge into live trouble shooting regardless of end users’.

Schaumburg, Illinois

Directed 7 different teams of 10-12 direct reports in traditional call center focused on billing and collections inquiries for phone, internet and cable customers Managed CPC (Credit per Customer) rate to less than $3 Ensured proper handling of all sensitive credit, debit and check data  Improved 1st call resolution (FCR) to ensure meeting or exceeding.

Elmhurst, Illinois

Led a team of 13 dispatchers receiving in bound technician calls as well as set routing and same day incoming customer dispatch calls. Supported 200k customer region in newly migrated Customer Service Center.  Provided outage coordination between customer service group & field technicians.  Ensured compliance with FCC customer service standards. .

Mchenry, Illinois

Supported 200k customer region in newly migrated Customer Service Center by closing out all work orders. Liaison between field technicians and customers service. Monitored repair pool for outages. Managed 100 work orders/day