Denise Cooper

• Managed daily planning and operations to achieve business objectives.
• Developed performance plans aligned with Openreach strategy, focusing on key stakeholders.
• Acted as brand ambassador, embodying Complex Engineering culture principles.
• Ensured accountability for processes and procedures across products.
• Managed partner contracts up to £1m, including writing SORs and performance reviews.
• Fostered a customer-centric culture, ensuring high-quality service and swift issue resolution.

Deployed resources strategically across workstreams to optimise efficiency and service delivery.
Planned short-term resource allocation to consistently meet customer KPIs.
Adapted to real-time changes in customer demand through effective resource reallocation.
Monitored agent performance, utilisation, and schedule adherence, providing insights for improvement.
Collaborated with resource teams to assess resourcing needs for new products.
Led a team of 4 resource agents, fostering expertise and accountability.
Oversaw allocation and productivity of 110 FTE agents to align with business objectives.
Identified inefficiencies to drive service improvements in collaboration with managers.

Developed and managed a team of 20 full-time employees, tailoring coaching and performance management strategies.
Introduced higher customer service standards through streamlined operational workflows and optimised response protocols.
Designed and analysed comprehensive customer satisfaction surveys to identify service gaps and drive improvements.
Monitored daily customer service operations, conducting performance assessments and delivering real-time feedback.
Collaborated with staff on customer service initiatives to exceed performance goals and enhance employee engagement.
Handled complex customer issues from initial contact to resolution, implementing process improvements for productivity gains.
Crafted actionable improvement plans based on survey feedback, resulting in increased service quality and customer loyalty.

Executed strategic sales plans to achieve £2 million revenue target.
Identified and pursued new business opportunities in telecommunications sector.
Managed existing accounts through effective upselling and cross-selling techniques.
Negotiated contracts to maximise profitability while ensuring customer satisfaction.
Built strong, long-term relationships with key clients for enhanced loyalty.
Acted as primary contact for customer inquiries and escalations to resolve issues.
Monitored industry trends and competitor activities to maintain market leadership.
Collaborated with internal teams to ensure seamless service delivery and alignment.