Stephanie Cooper

Experience

• 

  Shaw Industries

  Aug 1996 - Sept 2011

  Production Supervisor

  This position was my building block starting at the age of 19. I started out as a machine operator and moved throughout the plant learning all aspects of the operations. I moved into relief supervisor program for 5 years. I trained and held the position as BBS facilitator. Plant 76 & Plant 14 both achieved great safety records. I presented all the new hire training material along with the yearly retraining for all departments at plant 14.I moved to planet SI as a Weaving Supervisor. -Supervise production line operation in accordance with plant policies and procedures. - Train and coach production line employees. -Conduct employee performance reviews. -Responsible for shift schedule to include: work station assignments/rotations, employee training, employee vacations, employee breaks, overtime assignment, back-up for absent employees, and shift rotations. -Coordinate production startups, shutdowns, and changeovers. -Coordinate with Human Resources for appropriate staffing levels. -Schedule and conduct shift meetings. -Responsible for meeting shift production goals. -Responsible for quality control. Make adjustments as necessary during shift to produce product within specifications. Reject product outside of specifications. -Operate within standard operating procedures (SOPs) and Job Safety Analysis (JSAs). -Communicate with other Shift Supervisors and Plant Manager. -Ensure a clean and safe work area. -Complete shift paperwork. -Assist in production as necessary. - Other duties as assigned. Show less

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  Synovus

  Jul 2013 - Sept 2015

  Call Center Supervisor/Personal Banker

  During my time as a Personal Banker I opened both personal and business checking accounts along with CD, savings, and helped with loan paper work. My goal was to make great relationships with my customers to create referrals. My very first month I was able to achieve my referral goals and also bring in new account revenue for the branch. I managed the call center with 25 direct reports under me. My team meet quality goals and adherence goals each month. Each agent would receive around 100 calls a day and required to have 5 good referrals each day. I held weekly coaching session with my team to cover calls and monthly team meetings to keep everyone updated. My goal was to have world-class service from a fast passed banking call center. Building quality working teams are one of my strongest skills. I believe that a great team should be able to fully function with management out of pocket for the day. We created a call flow chart that would create a first call resolution.I worked along side a team that created a system to eliminate a number of refunds the call center was returning to customers. Within one month with retained 60k. Show less

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  Cabins For You

  Sept 2015 - Oct 2018

  Revenue Generator, Profit Retention and Guest ExperienceKey Contributions:-Increased Property Protection Conversion from a 48% run rate to 79.5% in 2016-Implemented a new schedule in addition to changing the hours of operation, that will save 230k in payroll costs in 2017-Saved 70k in profit during The Great Gatlinburg Fire by offering guest scaled alternative solutions which included Gift Certificates-Increased Trip Insurance by 15.2% over the prior year 2016Co-created a delayed PTO incentive that motivates Vacation Planners to go back and upsell on prior reservations-Created an Attendance Policy that was accepted by Chief Human Resource Officer for the entire companyIntroduced a Fraud Agreement to further protect CFY’s customers & consumers-Infused a complete training program for onboarding new hires-Developed a Quality Score System to enhance sales coaching-Created and implemented custom KPIs for better analysis of business success and opportunities-Promoted to Senior Service Manager and absorbed a peer role which saved the company over 30k Show less As the Manager over the Vacation Planners, I have 13 direct reports. I am responsible for getting bookings for over 300 plus properties. We serve over 200k guest with quality customer care along with bringing in over 25m annually. The daily task includes checking call volume, time cards, call quality, follow up with any guest and creating schedules based on call volume. Things I brought to the table was a fraud agreement for taking credit cards, a training program for bringing on new hires, creating a SOP for the department, conversion rates for the call center, helped work on a plan for revenue retention that saved the company 70K. I also helped create an additional sales revenue with Property Protection Plan that increased revenue for the company and payout for the Vacation Planners. I help create a new scheduling system that decreased payroll by 200K without decreasing the employee's 40 hour work week. Show less

  • Service Manager

    May 2017 - Oct 2018

  • Reservations Manager

    Sept 2015 - May 2017
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  Family Savings Credit Union

  Aug 2018 - now

  Building relationships with members while doing a full review with them on their credit report to position the members in the best financial situation possible. I don’t just write loans I build relationships which builds growth and return business.

  • Branch Manager

    Apr 2021 - now

  • Assistant Branch Manager

    Jul 2019 - now

  • Lending Specialist

    Aug 2018 - now