George Cooper Ed. D.

About George Cooper Ed. D.

Director, Customer Support Operations Leader with a broad background in consumer data, call center operations, wholesale / retail sales, and healthcare in a Global Environment. Devise innovative technology and process efficiency solutions that focus on enhancing the customer experience. Proficient at navigating complex business issues and research methodology utilizing advanced statistical competencies to harness data, drive change, and augment data driven solutions. Operations Manager with expertise in transaction processing in Know Your Customer and Trade Product environments utilizing Green Belt Lean Six Sigma to drive success. Lead with strong client servicing orientation in a global environment managing across diverse cultures. Corporate and academic research consultant with ability to synthesize organizational and research data to uncover the direction of potential. Using stories, sentiment, and artifacts, to uncover the deeper meaning of data, pointing individuals, teams, and organizations towards their organizational and research goals. Specialties: Customer Service Call Centers in several fields including: Health and Welfare, Employee Benefits, Automotive, Physician Appointments and Medical Test Scheduling, Mortgages, Consumer Loans, and Collections; Data Analytics; Project ManagementCourses Taught: Disciplined Inquiry I and II, Problem Centered Research I and II, Leadership Dynamics and Data Driven Decisions Project Management, Management Information Systems, Intro to Business Analytics, Legal and Ethical Environment in Business, Operations and Systems Management, Human Resource Management, Dissertation Chair in Ed.D. Program

Experience

1. Director, Customer Support Operations

   TransUnion

   Oct 2010 — Present

   Director, Customer Support Operations – TransUnion, Crum Lynne, PA 2010 to PresentDirect the Sales, Service, Support, and Reporting teams providing Business to Business solutions in the areas of Collections, Financial Services, Automotive, and Communications verticals for U.S. and Canada Portfolios consisting of $500M Revenue in Support Functions. • Transitioned Operation Functions including Call Center, Sales Support and Database Processing incorporating a Global Workforce through collaboration with BPO companies in South Africa, India, Philippines, and Guatemala to reduce operational costs by developing SOPs, training material and Quality Metrics.• Implemented Quality Monitoring Technology and Scorecards to improve customer service metrics by focusing on the Voice-of-the-Customer • Developed Business Continuity Procedures for U.S, Canada, and Guatemala call centers.• Drove Sales Initiatives to turn around a declining automotive portfolio culminating in the first yearly revenue growth by focusing on regulatory products and platform providers.• Created Compliance Certification Assessments requiring customers to certify and produce documentation attesting compliance with the legal requirements set forth by the Federal Fair Credit Reporting Act, Gramm-Leach-Bliley Act, FTC Financial Privacy and Safeguarding Rules

Education

• Wilmington University

  Doctor of Education (Ed.D.), Organizational Learning, Leadership and Innovation

  2013 — 2016

• Rowan University

  Bachelors of Science, Business Management

  1998 — 2002

• Villanova University

  MBA, Corporate Management

  2002 — 2006

Skills

• Business Process Improvement
• Strategic Planning
• Account Management
• Telecommunications
• Microsoft Office
• Sales
• Salesforce.com
• Vendor Management
• Crm
• Call Centers
• Management
• Team Building
• Customer Service
• Employee Benefits
• Process Improvement
• Leadership
• Team Leadership