Sarah Cooper

WORK HISTORY

EDUCATION

SKILLS

ABOUT SARAH COOPER

I\'ve been working in the Tech industry for 16 years in B2B & B2C. During this time I have built a strong reputation as an innovative, adaptable & highly organised leader with a proven track record of delivering results. I\'m a Customer Experience professional with deep experience in creating & executing Voice of the Customer Research Programmes. My strengths include utilisation of an array of research methodologies, highly organised & efficient Project Management skills in addition to extensive Product & Programme Management. I have achieved success in generating actionable insights, emerging trends & working across all business silos to implement customer-centric optimisations. I\'m seeking additional responsibilities & challenges in my next role. Key Projects- Review & optimisation of customer communications. Planned email touch-points, content, triggers & timings. Project managed Copywriters, Product Managers & Developers. Increased revenue for 123 Reg in this channel by 200+%- Embedded, educated & promoted the NPS philosophy throughout the business. Increased customer satisfaction & improved online reputation for 123 Reg, with a relationship NPS boost of +30 points & transactional post-support NPS growth of +9 points between 2013 & 2017- Implemented TrustPilot & Google Seller Ratings programmes. Increased TrustPilot score from 1.8/5 (Poor) to 4.7/5 (Excellent) between 2012 and 2019. Boosted conversions & average basket size by 12% by introducing Google Seller Ratings- Designed an in-house CRM (ticketing & support site) for key brands; Project Managed the development from inception to delivery using Agile framework across 4 global sites eliminating costs required for 3rd party applications. Product Management for over 8 years, rolling out to additional brands, design & delivery of new features (call logging, customer self-diagnosis, live chat & NPS survey capabilities) & continual optimisation. Customer self-diagnosis based on analysis of contact drivers reduced customer contacts associated to the top 10 drivers by 43%.Key Skills:Strategic Planning | Project Management | Change & Transformation | People Development/Mentorship & Leadership | Problem Solving | Process Improvement | Voice of Customer (VoC) Research Programs | Customer Journey Mapping | Product & Customer Lifecycles | User Experience | Data Analysis | Customer CommunicationsClifton Strengths: Strategic | Relator | Developer | Communication | RestorativeIf I sound like somebody who can add value to your organisation, I\'d love to have a conversation, please connect with me.