Monte Cooper Email & Phone Number

Rosenberg

• Oversee 20+ employees including Customer Care Agents, Supervisor, Team Lead and company Receptionist
• Manage a call center with 16 second average speed of answer
• Manage workforce - Established schedules while balancing staff count to exceed expectations
• Manage staff payroll and accuracy bi-weekly
• Establish/ direct the strategic/ tactical goals, policies, procedures for the company and cost reduction
• Continuous development of training opportunities for customers, staff and supervisors

Houston, Texas Area

• Recruit, hire and train Customer Service Representatives
• Clarify expectations to all staff members
• Developed Quality and Training format for new employees which is currently utilized
• Establish employee motivational programs to reduce staff turnover by 40%
• Managed staff during a reduction in workforce reducing my staff by 30%
• De-escalate issues to save client relationships

Houston, Texas Area

• 8+ Consultants under my direct supervision
• Manage incoming claims and resolve to completion
• Consult with property owners in regards to loss and financial assistance
• Commute to Dallas, Tx. to assist Red Cross with Rita evacuees