Mona Cooper Email & Phone Number

Texas, United States

H-E-B-Bryan/College Station July 2020-PresentDepartment Manager-BakeryEmployee Management: Measured and monitored employee performance for 21partners across 7 sub departments. Mentored, coached and trained partners whileleading by example. Facilitated corporate and department specific training initiatives.Cultivated a positive workspace to build a stellar team to set 18 sales records and 5 topsales records.Fostered a healthy team environment that promoted collaboration to achieve being100% on process, for optimal efficiency and profits.Through increased sales brought the bakery from a B rating to an A rating in 4 months.

Houston, Texas Area

As a Director of Operations for Code Ninjas, Mona Cooper spearheaded the daily operations of the corporate coding center for this innovative, technology training company that partners with entrepreneurs serving learning centers and communities and individuals. Propel and sustain a healthy customer retention rate of 95% delivering an improvement rate of 48% through effective engagement and follow-up. Orchestrate sales, human resources, budget, forecasting, marketing, community outreach, facility management, office management, and staffing. • Strengthened memberships by 25% in collaboration with Sales team • Cultivated business partnerships upgrading and maintaining a retention rate to 95% • Exceeded yearly revenue goals by 26%

Boise, Idaho Area

As the Operations Supervisor of the Customer Support Center for Your Health Idaho, Mona Cooper directed the daily operations of this high-volume, Customer Service Center (CSC) by igniting and unifying customer service team applying lean and continuous process improvement methodologies. Planned, coordinated, developed, and conducted training for new personnel, while identifying trends and making recommendations for changes in metrics and training. Set individual goals to develop the team effectively, while administering ongoing coaching by applying different methods for optimal learning. Leadership responsibilities included culture and talent management, coaching, performance management, interviewing, and selection and onboarding of new team members.• Increased team productivity by 100% and overall team performance by 18% in 3 months• Identified error in metric formulas and corrected to show 100% workforce metrics for improving staffing models and recruiting practices• Revamped efficiency taskforce project improving the call disposition times by 44% and overall call center efficiency by 21%

Boise, Idaho Area

As a Project Analyst for the M+W GROUP, Mona Cooper acted as the consulting project manager for construction site setup responsible for design, procurement, and installation of a 9000+ sq. ft. office space defining project deliverables and monitored status of tasks utilizing various analytical tools. Oversaw all daily operations, including projects, schedule, budget, contracts, and vendor accounts. Drafted action plans for proposed technical changes, process changes and led communication meetings with department executives to review project status. Partnered with clients to identify gaps in proposals and ensure the quality of all deliverables by facilitating QA and user testing. Developed policies and procedures for optimal site functioning

East Granby, Ct

As an Operations Manager for Kinsley Power Systems, Mona Cooper directed and coordinated the planning, development, and administration of the service and parts departments to ensure the achievement of companies goals, business plans, and strategy within the power generation industry. Oversaw for all aspects of OSHA compliance including management, documentation, training, OSHA accident investigations, and audits and managed Parts department and Facilities, while managing, maintaining, and supporting the reliability of the systems, equipment, properties, and assets in a 20,000 sq. ft. facility. Through leadership, mentoring, coaching, teambuilding and using lean system processes, maximized both operations and productivity efforts.• Maximized overall branch efficiency from 67% to 94%• Reduced outstanding backlog covering 2 branches in 9 states, by 78%, and increased company NOI over 30% within 8 months• Expanded the overall size of the department by 65%• Developed and restructured the policy and procedures directly impacting the improvement of sales, rentals, service, marketing, and new service development

Greater New York City Area

As an Operations Analyst for the U.S. Department of Homeland Security, in Newark, NJ, Mona Cooper operated in various agencies within the national security sector with duties encompassing operations center assistance for all needs: inventory control, security special operations, and working with management, executive staff, and other Law Enforcement agencies. Interacted with the public, giving direction and responding to questions and needs with quality customer service excelling in making effective decisions in both crisis and routine situations. • Created file tracking process leading to the first time audit pass and moving from efficiency of 67% efficiency to 99.9% and maintaining for the remainder of tenure• Awarded 5 Commendation letters for outstanding employee contribution and exemplary service• Received 4 time off awards for exceeding audit goals • Promoted from US Citizenship and Immigration Services to Immigration Customs Enforcements Office of the Principal Legal Advisor to run the largest and most comprehensive legal docket for 14 attorneys

Houston, Texas Area

Bachelor Of Social Work, Social Work

Associate Of Science - As, Automotive And Diesel Technology