Laura Cooper, M.A. Email & Phone Number

Boston, Ma, Us

Stoughton, Massachusetts, United States

- Spearheaded the successful execution of 20+ team-building events nationwide per month, ensuring seamless operations and client satisfaction- Managed logistics for each event, including staffing lead facilitators, scheduling assistants, and preparing all staff for on-site roles.- Monitored and tracked event costs using Salesforce, ensuring accurate financial records and budget adherence.- Oversaw the material shipment process, including requesting program purchases, double-counting items, tracking packages, and resolving shipment issues- Coordinated charity donations from events, partnering with various non-profit organizations to ensure meaningful contributions and fostering a culture of corporate social responsibility

- Consistently elevated weekly balance payments by an impressive 20%, resulting in enhanced revenue generation and improved financial stability for the company by Working with stakeholders throughout the company to redesign and integrate automatic touch points of communication.- Successfully oversaw and meticulously reviewed a substantial portfolio of 60,000+ accounts during both fiscal year and quarterly closes, ensuring accurate and timely reconciliation. This contributed to the seamless financial reporting process and compliance with regulatory standards - Developed and executed a structured training curriculum that accelerated the learning curve of new hires, resulting in reduced ramp-up time and increased productivity.- Collaborated seamlessly with the finance team to meticulously enforce compliance with the terms and conditions of booking, payment, and refund procedures. This contributed to a quantifiable improvement, with a notable 15% reduction in payment disputes and an accelerated average resolution time by 20%- Strategically identified a critical financial loophole within the organization, spearheading collaborative efforts across multiple departments. As a direct outcome of this initiative, the project yielded exceptional results, securing an extra $100,000 in deposits and insurance collections within the inaugural month

- Monitored and audited thousands of travelers' accounts daily, maintaining an exceptional accuracy rate of 99.5% in account verifications.- Expertly facilitated daily financial reconciliation by meticulously comparing customer payments and bank records- Collaborated closely with operations teams and tour directors to ensure on-tour finance reports consistently matched customers' accounts, reducing turnaround time by four months.-Trained and educated over 80 personnel across various internal departments in company financial procedures and policies, contributing to improved adherence to financial guidelines- Provided direct assistance to sales and customer service teams, resolving outstanding balances, credit card, and check issues for travelers. This led to a decrease in financial-related customer complaints and increased overall customer satisfaction.

- Leveraged strong interpersonal skills to navigate sensitive customer situations, diffusing tensions, and ensuring that all interactions concluded with the customer feeling heard, valued, and satisfied.- Stayed informed on global travel regulations and associated internal policies to optimize tour preparation and incident control protocol in collaboration with the operations department in Zurich- Worked alongside the operations department to arrange plane tickets, hotel accommodations, and transportation worldwide, along with providing cost estimates and recommended itineraries for our travelers, which increased my interest in the travel industry.- Thrived in high-pressure environments by efficiently juggling multiple tasks, ensuring seamless coordination and timely resolution of traveler needs, resulting in positive customer experiences and satisfaction.- Proactively identified pain points highlighted by customers and leveraged this information to propose innovative solutions, which were subsequently integrated into support protocols, leading to smoother interactions and higher customer satisfaction

Greater Boston Area

- Efficiently managed the input of end-of-tour survey evaluations for a diverse group of over 40,000 travelers. This data was provided punctually, enabling several departments to leverage insights for feedback-driven improvements, which directly contributed to an increase in overall customer satisfaction scores- Vigilantly monitored industry trends and translated findings into actionable reports for the quality control team. This initiative led to a discernible impact, facilitating timely adjustments that contributed to a reduction in product-related issues reported by customers.- Designed a system for tracking financial compensation given by the quality control team and repeat rate within the company.

Boston

Oklahoma City, Oklahoma Area

Edmond, Oklahoma, United States

Master Of Arts - Ma, Applied Sociology

Activities and Societies: Alpha Kappa Delta Sociology Honor Society

Bachelor Of Science - Bs, Forensic Science

Activities and Societies: Social Conduct Committee Memeber

Bachelor Of Arts - Ba, Sociology

Activities and Societies: Social Conduct Committee Member