Pamela Cooper's Location
Palatine, Illinois, United States, United States
Pamela Cooper's Contact Details
Pamela Cooper work email
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Pamela Cooper personal email
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Pamela Cooper phone numbers
About Pamela Cooper
A proven operations and customer service management professional with the ability to work across multiple groups to create synergies and understanding between teams; manage successful projects and define process improvements.Specialties: Operational & System Improvements, Mergers & Acquisitions, Mediation & Arbitrations, Project Management, Team Building
Pamela Cooper's Current Company Details
Director of Implementation & Operations at Rete+Pay
Pamela Cooper Work Experience Details
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Director Of Implementation & OperationsRetepay, Inc. Mar 2012 - Oct 2014Greater Chicago AreaRete+Pay is an organization that is reinventing the way health care Payers & Providers communicate and facilitate electronic claim payments. * Coordinating activities between new clients, IT team and payment vendors in order to ensure a simple, complete and customer focused implementation of services. * Developing and defining the most efficient , customer friendly and complete operational processes. * Managing Vendor relationships to ensure expectations are met or exceeded for the benefit of the Rete+Pay clients and our own organizational efificiencies. * Managing 3 external Call Center Relationships * Supporting the leadership team in montioring & supporting sales prospects and converting them to long term clients.
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Tax ProfessionalH&R Block Dec 2011 - Apr 2012Serve filing and planning tax needs for clients. -
Retail AssociateKohl'S Department Stores Sep 2011 - Jan 2012 -
Product Operations/Vendor ManagerU.S. Cellular Nov 1996 - Jun 2010As an individual contributor understanding new wireless technologies from a technical & practical perspective, developed vendor strategies, managed vendor relationships & led operational improvement efforts for both mature & emerging products, device Insurance and text messaging. Related revenue budgets of $150 & $334 million. • Manage contractual commitments & root cause analysis with problem resolution.• Marketing Project Manager for launch of Premium Messaging, Ringback Tones, Product Bundling and Insurance enterprise initiatives.• Developed internal relationships with Business Development, Product Marketing, Customer Service, Information Services, Revenue Assurance, Sales and Engineering to determine appropriate timing on product launches and project handoffs.• Initiated internal and external scorecard/SLA development and monitoring • Provide business guidance, direction, and quality assurance in the development of platform functional enhancements such as the Text Messaging upgrade and Premium Text & Picture Messaging projects. • Support communications & training of products/services for field associates.• Development of a field product SME program.• Perform data analysis for product/policy recommendations -
Director Of Is Business Relationship ManagementU. S. Cellular Jun 2003 - Dec 2004Reporting directly to the EVP/CIO, led a support team of 3-10 serving VPs of Human Resources, Finance, Business Support Services & the parent company, to manage a portfolio of business systems. Applying experiences, insights & capabilities of the IS organization to solve problems & advance business goals with delivery of timely & cost effective technical solutions. Responsible for identifying IS strategic direction & delivery capabilities & keeping the technical team appraised of the business direction & related systems needs.• Guided business case development, requirements, budgets, project initiation, UAT & implementation. • Participated in executive level business meetings to be knowledgeable of the business unit needs, project requests & priorities.• Provided oversight to the IS technical teams to ensure successful development & delivery• Led a team of business analysts to ensure consistency in delivery, sharing of best practices & appropriate management of projects. • Annual budget creation in coordination with business owners and IS.
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Is, Business Application Integration ManagerU. S. Cellular Sep 2001 - Jun 2003Reporting to the VP/CIO led a group of 17 managers/associates as primary point of contact for the field to insure satisfactory integration of systems into business operations on a $3.7 million budget. • Led the training team to implement an on-line training program.• Oversaw the maintenance/management of a training database for the billing system. • Promoted under-utilized functionality of existing systems to the business.• Manage relationship with outsourced 30 member Help Desk supporting 7,500 associates driving 12,000-18,000 calls per month.• Led team supporting business reporting needs, including ad hoc queries & new reports.• Managed measurement & analysis of performance metrics to insure effective support• Implement a root cause initiative to identify key call drivers & create new & efficient support processes enabling reduction in call volume by 5-20% from call estimates.• Managed the development of communications, training materials & related on-line workflows/guidelines for new systems/enhancements.• Leader on IS swat team assessing billing conversion readiness for newly acquired PrimeCo entity and enabling subsequent brand launch of the MW market in a record 90 days.
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Is Implementation Mgr/Systems Analyst Team LeadU. S. Cellular Nov 1996 - Sep 2001Responsible for successful implementation of a new billing system to the field sales & inventory organizations, in coordination with the customer service support team, while conversely, representing the field’s interest with the development teams.• Develop relationships & guide local market management on how to best manage change & foster communications before, during and after implementation of the new billing system.• Manage the manual conversion of inventory and validation during first physical count.• Monitor conversion activities including inventory & business office catch-up.• Developed an implementation team of 20-25 permanent/temporary employees and consultants • Manage system changes for the field through a release process for developing communications, citing training enhancements, effects on security, and testing needs. • Identify, document and communicate new processes for the Customer Care Centers, Business Offices, Sales Channels and national support groups to the training team, end users and development teams.• Develop customer notification materials regarding changes on their accounts & field communication tools for enforcement of new procedures & updates.• Manage activities of an on-site implementation team providing support for the field.• Identify system enhancements required to meet user needs & document requirements.• Establish Security for the billing system based on field job responsibilities & insure proper transition & ownership transfer to operational support team.
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Vice President, Retail Products & Customer ServiceLake City Bank Nov 1987 - Jun 1996Indiana2011-2014 KBW Bank Honor Roll of High Performing Banks, 2014 Forbes list of America's 50 Most Trustworthy Financial Companies Reporting to EVP- Retail Banking for a $576 million asset bank with 30+ offices serving an 8 county area, managed checking, savings, time deposit and IRAs. Development & delivery of product training, research & development of new consumer products/services & related marketing materials, competitive market surveys, new market analysis & acquisition team. Responsible for Consumer Loan Operations. Responsible for all teller/customer service operations; defining bank-wide policies/procedures & security measures; developed new hire training team/environment; & implemented a Pacesetter recognition/incentive program.
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Director Of Operations/Consumer ServicesBetter Business Bureau Of Greater Quad Cities Jun 1982 - Oct 1987Manage office operations & a pool of 40+ volunteer arbitrators to mediate consumer complaints. This included a nationwide AUTO LINE program for legal arbitration of disputes with automobile manufacturers. Responsible for public speaking, television/radio interviews, press releases & special events, in addition to sale of new business memberships.
Pamela Cooper Skills
Team Building
Mergers
Product Development
Vendor Relations
Call Center
Cross Functional Team Leadership
Process Improvement
Inventory Management
Vendor Management
Product Management
Team Leadership
Customer Service
Operations Management
Sales Support
Problem Solving
Retail
Change Management
Contract Negotiation
Compliance
Visio
Wireless
Mentoring
Microsoft Office
Billing
Customer Satisfaction
Telecommunications
Customer Experience
Business Development
Project Planning
Call Centers
Project Management
Integration
Sales Operations
Analysis
Leadership
Management
Program Management
Pamela Cooper Education Details
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Kosciusko Leadership AcademyCommunity Leadership Program -
Marketing & Management -
Collinsville High SchoolCollege Preparatory
Frequently Asked Questions about Pamela Cooper
What is Pamela Cooper's role at the current company?
Pamela Cooper's current role is Director of Implementation & Operations at Rete+Pay.
What is Pamela Cooper's email address?
Pamela Cooper's email address is pc****@****pay.com
What is Pamela Cooper's direct phone number?
Pamela Cooper's direct phone number is (800) 819*****
What schools did Pamela Cooper attend?
Pamela Cooper attended Kosciusko Leadership Academy, Eastern Illinois University, Collinsville High School.
What are some of Pamela Cooper's interests?
Pamela Cooper has interest in Education.
What skills is Pamela Cooper known for?
Pamela Cooper has skills like Team Building, Mergers, Product Development, Vendor Relations, Call Center, Cross Functional Team Leadership, Process Improvement, Inventory Management, Vendor Management, Product Management, Team Leadership, Customer Service.
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3cambridge.org, mcgraw-hill.com, tds.net4 +160855XXXXX
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Pamela Cooper
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