Thomas Cooper Email & Phone Number

Tigard, Oregon, United States

Wilsonville, Oregon

• Maintain 100% compliance with ensuring all clients are contacted during agreed upon time frame• Identify problems of a diverse scope, develop comprehensive solutions to be carried out by Triage agents• Review of all projects completed by Triage agents• Perform analytics on team/individual metrics utilizing primary tools (QuickBase) and secondary tools (Salesforce, Excel)• Perform ad hoc coaching sessions to aid in the develop Triage agents• Work closely and effectively with senior internal and external personnel in own area of expertise.• Perform data analysis to draw conclusions for management and Supportability.

Wilsonville, Oregon

- Point of contact for escalation agents, client facing outside of department escalations, and client facing Office of the President complaints.- Point of contact for Account Managers and clients participating in ‘high value client’ onboarding experience.- Requires full understanding of area of specialization as well as areas outside of normal scope of support.- Requires ability to act independently on an array of projects including knowledge base article generation and root cause analysis; work being reviewed upon completion for adequacy in meeting objectives.- Maintained 60% NPS and 70% Cares for measured KPI's.

Wilsonville, Oregon

- Point of contact for frontline agents and client facing technical/non-technical escalations.- Handled de-escalation and complex troubleshooting that require extended time or fast results. - Requires full understanding of area of specialization; resolves a wide range of issues in creative ways.- Maintained 70%+ satisfaction for measured KPI's during time at this level of support.

Beaverton, Oregon

- Technical Support at frontline client facing level. - Handled Complex call drivers and issues for major accounting software.- Delivered world class customer service and technical support.- Maintained 70%+ satisfaction for measured KPI's during time at this level of support.