Cooper Nelson
Loveland,CO
Summary
Dynamic professional with a proven track record at Bswift, excelling in client relations and process improvement. Expert in onboarding and implementation, I drive project success through cross-functional collaboration and effective communication. Passionate about enhancing customer experiences, I leverage Salesforce proficiency to optimize workflows and achieve 100% client retention.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Associate, Service Deliver
Bswift
Remote
10.2025 - Current
- Provided technical guidance during implementation of new client websites.
- Conducted quality assurance testing on client sites and monitored issue resolutions.
- Collaborated with bswift teams to ensure timely delivery of client projects.
- Trained clients on system features and services through engaging presentations and demos.
- Drove continuous process improvements by leveraging extensive knowledge of internal systems.
- Managed workflows for setup and maintenance of carrier and payroll feeds.
Enterprise Client Experience Manager
Sequoia
08.2021 - 06.2025
- Led onboarding and implementation of Sequoia Platforms as the primary contact for enterprise clients.
- Optimized benefit administration workflows, enhancing efficiency through orchestrated system integrations.
- Managed a book of business with 100% retention for 20 clients, ranging from 500-5,000 employees.
- Fostered strategic partnerships by building relationships with enterprise clients and executive stakeholders.
- Collaborated with internal teams to reduce churn rate and elevate customer experience.
- Resolved benefits inquiries by acting as liaison between employers and carriers, ensuring user satisfaction.
- Executed targeted campaigns to boost engagement with the Sequoia People Platform.
- Oversaw benefits renewal processes, including employee presentations and open enrollment education.
Director of Operations
Hypur
Scottsdale, Arizona
10.2019 - 08.2021
- Managed seven personnel across Customer Support and Account Management teams.
- Developed streamlined processes for onboarding accounts, increasing transaction volume by $1 million weekly.
- Expanded Account Management team while enhancing onboarding procedures and client interactions.
- Monitored KPIs including transaction volume, launch pipeline, and churn rates for strategic insights.
- Cultivated relationships with over 10 integrated vendors through collaboration on API integrations.
- Optimized underwriting processes to enhance efficiency and decrease turnaround times.
- Collaborated with development, marketing, and sales teams to implement operational improvements.
- Engaged with C-level executives to identify product and operational enhancements for improved client satisfaction.
Partner Operations Specialist
Onbe
Buffalo Grove, Illinois
09.2017 - 09.2019
- Developed and executed streamlined onboarding process for new merchants, including product training and equipment fulfillment.
- Successfully onboarded over 80 accounts and managed a portfolio of 150+ accounts.
- Collaborated with marketing to launch merchant promotions, boosting consumer adoption and transaction volume.
- Handled escalations and resolved issues for all accounts effectively.
Account Manager
Contempo Card Company
Hoffman Estates, Illinois
05.2016 - 10.2017
- Managed Contempo's largest account, Claire's, achieving annual sales of approximately $7 million on-site.
- Improved communication, saving one full day in packaging approval timelines.
- Forecasted inventory to minimize back orders and excess stock through effective buyer communication.
- Generated quarterly sales and inventory reports to guide executive leadership in contract rebate decisions.
- Collaborated with Claire's design team to oversee customized package designs with partners in China.
Education
Bachelor of Science - Management
University of Illinois At Chicago
Chicago, IL12-2011
Skills
- Client relations and partnerships
- Process improvement
- Cross-functional collaboration
- Project management
- Onboarding and implementation
- SaaS troubleshooting
- Agile CRM expertise
- Salesforce proficiency
- Zendesk experience
- Microsoft Office Suite
- System integration
- Data analysis
- Team leadership
- Effective communication
- Training and mentoring
Certification
- Licensed Real Estate Broker, Dept. of Professional and Financial Regulation, Illinois, 08/17
- Licensed Property Manager, Montana Board of Realty, 01/14
Timeline
Senior Associate, Service Deliver
Bswift
10.2025 - Current
Enterprise Client Experience Manager
Sequoia
08.2021 - 06.2025
Director of Operations
Hypur
10.2019 - 08.2021
Partner Operations Specialist
Onbe
09.2017 - 09.2019
Account Manager
Contempo Card Company
05.2016 - 10.2017
Bachelor of Science - Management
University of Illinois At Chicago