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Heather Cooper

Heather Cooper

Senior Manager Consumer Engagement for North America

Newell Rubbermaid

Greensboro/Winston-Salem, North Carolina Area, us

I am a strong leader. I have a passion for doing the right thing, building the right team and executing whatever project comes my way with passion. I strive to make processes, people and expectations better than than they were before.

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Newell Rubbermaid

Senior Manager Consumer Engagement for North America

Manage Consumer all Engagement Centers in North America (150 reps, 5 sites, 2 countries)
Drive Voice of Consumer into Consumer Marketing Insights, Brand Marketing, and Quality Organizations.
Hire/Staff Engagement Center with passionate, helpful, smart representatives.
Develop and Deliver a CRM System
Drive an Engagement Consumer Culture and Vision to the team, our partners and our consumers.

Newell Rubbermaid

Manager Consumer Care

Manager call center of 60+ Consumer Care Representatives.
Drive root cause change for an ever improving NPS.
Provide VOC to business and Executive Leadership.
Create Best in Class Ssrvice culture.
Handle escalations as needed.
Develop standardized process.
CRM implementation.

Sanford B2B

Customer Service Manager

Manage call center of 20 Customer Service professional.
Improved customer satisfaction ratings on industry sites from C+ to A.
Increased CSR availability and decreased ASA and Abandoned calls.
Cost reduction of $500,000+ by addressing quality and processing problems in 2012.
Demonstrated ability to influence and foster collaborative relationships for strategic customers.
Hire strong candidates that improve the Customer Service Experience for all clients.
Maintain and exceed service metrics of 98% On Time and 98% Line fill.
Strong analytical, problem solving, and troubleshooting skills
Lead a Global team in USA, India and Canada.