Michael Cooper Email & Phone Number

Denver, Colorado, United States

Responsible for driving a high performing team with an emphasis on sales conversionrates in Inbound, Digital, and Outbound sales channels, bundling services, productivity, adherence, and wrap up compliance.• Consistently lead and coach a top performing center across all sales channels and KPIs• Successfully helped grow the Denver facility from a center of only 15 associates to over 30 full time employees in just six months• Managed both an in-person team while also… Show more Responsible for driving a high performing team with an emphasis on sales conversionrates in Inbound, Digital, and Outbound sales channels, bundling services, productivity, adherence, and wrap up compliance.• Consistently lead and coach a top performing center across all sales channels and KPIs• Successfully helped grow the Denver facility from a center of only 15 associates to over 30 full time employees in just six months• Managed both an in-person team while also successfully transferring my skills to a Work at Home environment supporting up to 40 associates• Responsible for recruiting hiring, onboarding, and training new hires including being the head facilitator of two classes each with more than 70 new hires• Helped implement new reporting standards across the organization to encourage more engagement with associates giving them valuable insight into their performance• Supported and onboarded multiple new supervisors across the organization preparing them for success• Received Supervisor MVP Recognition in 2021. Show less

Greater Denver Area

Alliance Data is a private label and co-brand credit card company with over 15,000 employees. They are positioned as the premier choice in the credit industry. They empower marketing and loyalty programs with transactional data.In my role as an Operations Supervisor, I was responsible for driving a high performing team upwards of 40 associates in a collections environment, guaranteeing that my team delivers in both dollars collected and quality assurance each month.- Achieved… Show more Alliance Data is a private label and co-brand credit card company with over 15,000 employees. They are positioned as the premier choice in the credit industry. They empower marketing and loyalty programs with transactional data.In my role as an Operations Supervisor, I was responsible for driving a high performing team upwards of 40 associates in a collections environment, guaranteeing that my team delivers in both dollars collected and quality assurance each month.- Achieved the top performing team for 6 out of 9 months in 2019 by meeting and exceeding department goals for associate ranking- Consistently met department goals for Quality Assurance on team every month - Exceeded Associate Engagement Survey (ESAT) feedback score expectations with high enablement and engagement results from my direct reports- Participated in and led multiple department-wide community service initiatives and delivered successful results in both donations and associate participation- Mentored my peers in both best coaching practices, as well as building stronger relationships with their associates Show less

Greater Denver Area

Responsible for driving associate engagement on the floor while supporting Operations Supervisors with both administrative tasks and coaching opportunities.- Developed monthly contests for the department to drive department goal metrics- Responsible for creating and facilitating monthly department meetings for 300+ associates to deliver important department updates, awards and recognition- Met with and mentored associates to achieve proficient customer satisfaction scores as… Show more Responsible for driving associate engagement on the floor while supporting Operations Supervisors with both administrative tasks and coaching opportunities.- Developed monthly contests for the department to drive department goal metrics- Responsible for creating and facilitating monthly department meetings for 300+ associates to deliver important department updates, awards and recognition- Met with and mentored associates to achieve proficient customer satisfaction scores as well as to develop my own coaching proficiency Show less

Greater Denver Area

Responsible for handling 60+ inbound customer calls daily. Provide an excellent customer experience while driving sales, resolution and call efficiency. - Awarded Mountain Climber in January 2015- Ranked in the Top 20% for 6 months in a row- Received Prestige All-Star for 12 months in a row- Nominated to be Team Co-Captain during which time I mentored 2 representatives on VOICE (CSAt Survey), and was able to drive improvements in their scores by the end of the month

Greater Denver Area

Managed general customer inquiries, escalations and account closures. Negotiated to retain customer accounts and inspire customer loyalty. Worked full-time while attending University of Colorado Denver full-time.