Summary
Overview
Work History
Education
Skills
Timeline
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Jason Cooper

Senior Workforce Management Specialist
Washington,DC

Summary

An experienced Workforce Management Specialist with a demonstrated history in Media, Health IT and SaaS industries. Skilled in analytical thinking, empathy, interpersonal communication, operations, management, account management, and customer service. Looking for an expanded role with a focus on broader business strategy and implementation.

Overview

15
15
years of professional experience

Work History

Senior Workforce Management Specialist

SiriusXM
Washington, DC
09.2019 - Current
  • Use statistical methods to analyze data and generate useful business reports in Excel and Tableau.
  • Curate and disseminate department reporting on intraday, daily and weekly intervals.
  • Use data to create models that depict trends in the customer base and the consumer population.
  • Manage data feed vendor relationships and ensure 100% data accuracy at all times.
  • Develop and maintain databases and architecture to feed all call center reporting and distribute to stakeholders on an agreed cadence.

Client Support Associate

FiscalNote
Washington, DC
06.2019 - 09.2019
  • Develop Client Support team lead and department monitoring programs.
  • Write supportive documentation for both clients and internal stakeholders.
  • Interface with Product & Engineering teams to address user problems and meet their needs.

Sales Operations Analyst

FiscalNote
Washington, DC
01.2019 - 06.2019
  • Organized data and developed tools to measure and report on all sales metrics, Salesforce data and KPIs delivered to Business Development leadership, the Executive Leadership Team and the Board of Directors.
  • Facilitated, calculated and delivered monthly and quarterly commission statements to 100 quota-carrying sales executives and account managers.
  • Upgraded contract retention tracking across all verticals from a manual process to an automated process, providing live data and account health to the Account Management team and leadership.

Sales Operations Analyst

DrFirst, Inc.
Rockville, MD
03.2016 - 01.2019
  • Defined and implemented business strategies using empirical data, client behavior and BI insights from NetSuite, OBIEE, Tableau and Quantrix.
  • Tracked, analyzed and reported on sales and operations for DrFirst Partner Programs' largest clients and executive leadership.
  • Improved and monitored data quality and integrity for all DrFirst systems and CRM resulting in accuracy and ease of use across the company.

Account Manager, Partner Programs

DrFirst, Inc.
Rockville, MD
01.2014 - 03.2016
  • Managed 100+ relationships between DrFirst and their integrated software partners.
  • Achieved a support ticket completion within service level agreement for over 90% of all client cases.
  • Developed and implemented integration plans between DrFirst solutions and Partners' software, coordinating technical leads and development support staff in completing necessary activities within the project plan to achieve a successful launch.
  • Trained Partners to utilize resources and hand-off details to the implementation team for successful use of DrFirst systems including online registration, applications, support, on-boarding and utilization.

Tier 1 Support Team Lead

DrFirst, Inc.
Rockville, MD
04.2012 - 01.2014
  • Managed the DrFirst Customer Experience program.
  • Created and supervised training schedules and certifications of new hires.
  • Acted as the point of contact for VIP client programs, created and managed VIP performance reports.
  • Decreased average answer time from greater than one minute to under 15 seconds per call.
  • Trained and mentored new support representatives and system monitors.

Database Manager

Broadcast Compliance Services
Rockville, TX
01.2008 - 01.2012
  • Reduced duplicate customers and data errors completely.
  • Organized and maintained client information databases.
  • Worked independently on client portfolios to compile and file employee data.

Education

Bachelor of Arts - Communications

Tulane University
New Orleans, LA
06-2008

Bachelor of Arts - Studio Art

Tulane University
New Orleans, LA
06-2008

Skills

Excel Tableau Ethos Analytics NetSuite Data Analysis Salesforce Jira Mondaycom Time Management Listening Collaboration Creativity Empathy

Timeline

Senior Workforce Management Specialist

SiriusXM
09.2019 - Current

Client Support Associate

FiscalNote
06.2019 - 09.2019

Sales Operations Analyst

FiscalNote
01.2019 - 06.2019

Sales Operations Analyst

DrFirst, Inc.
03.2016 - 01.2019

Account Manager, Partner Programs

DrFirst, Inc.
01.2014 - 03.2016

Tier 1 Support Team Lead

DrFirst, Inc.
04.2012 - 01.2014

Database Manager

Broadcast Compliance Services
01.2008 - 01.2012

Bachelor of Arts - Communications

Tulane University

Bachelor of Arts - Studio Art

Tulane University

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Jason CooperSenior Workforce Management Specialist