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• Assure world class service is provided to both internal and external customers• Introduce and enforce company policy, to hold any offenders accountable with corrective action • Report departmental stats in a detailed format to Leadership and Clients regularly • Conducted Team Huddles to provide positive feedback/room for improvement on a quarterly basis Building/ Facility• Office/ facility supplies, furniture etc.• Prospected and procured vendors such as;Office supply/ cleaning service, Postage Carrier/ Machine, Paper Shredding, Pest Control, Landscape, Office hardware/ software (Printers/ Fax/ Scanner maintenance) etc.• Manage vendor relationships and contracts to maximize service level performance and minimize costs• Approve all vendor invoices for on-time payments• Assure safety measures are in place and followed all staff membersIT• Installed, setup and maintained all software such as;MS Office, CXM, Barrcuda, Vipre, AVR, Mitel Real-Time & Reporter, CSM etc.• Installed, setup and maintained all hardware such as;PCs, Laptops, Phones (Mobile & LAN), Smart TVs, Docking Devices, printers etc.• Identify/ address user needs and resolve IT tickets & issues in a timely manner• Help Desk-Trouble Shooting

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• Real-Time monitor staff’s productivity• Enforce company policy, to hold any offenders accountable with corrective action

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