Partner Success Account Manager - Manager, Onboarding Specialist.

Cooper DeArmond

Austin, Texas, United States

****.********@*****.*** 806-***-****

linkedin.com/in/cooper-dearmond-01a54a1ba

Summary

Hi, I'm Cooper, a team leader and driven performer who moves skillfully from vision and strategy to implementation and follows through. Manager effective at building loyalty and long-term relationships with customers while exceeding sales targets. I have a proven ability meeting or exceeding KPIs by introducing innovative service, delivering policies, and building high performing teams. I am resourceful, ethical, adaptable with high levels of energy, and proactively driving diversity within the workplace. Experience

Owner

Hands N Knees Cleaning Co

Oct 2020 - Present (3 months +)

A small cleaning company that provides multiple cleaning services. Anything from traditional home cleaning to outdoor patios and more. We are currently working on the licensing for crime scene cleanup and looking forward to contracts with local municipalities. Partner Success Account Manager

Vrbo

Sep 2017 - Apr 2020 (2 years 8 months)

Communicate daily with a portfolio of customers and act as a primary contact point for customers. Deliver high-quality and high-quantity of calls at scale to achieve and exceed targets. Execute on outbound company campaigns. Analyze and prioritize pipeline and outbound activity. Execute effectively based on KPI metrics (targets, goals and/or strategic objectives) set by leadership. Manage listing retention and drive Partner participation expansion within high demand and compression periods to satisfy travelers’ pressing needs. Establish performance goals in conjunction with PM partners, develop action plan, secure commitment, drive achievement to goals. Provide relevant data insights and superior consulting services to partners (revenue management advice, define marketplace opportunities and define best practices) Drive content, rate and availability accuracy and competitiveness on the Vrbo sites to maximize booking conversion. Educate partners on the self-service features available on Vrbo Support PM partner retention efforts through smooth onboarding of Vacation Rental PM partners. Keep abreast of key demand/supply indicators, economic data, trends and competitive information within the designated strategic market and at the national level. Gather feedback from partners regarding product enhancements and processes to drive partner efficiencies and increased revenues, and communicate that feedback internally to help drive continuous improvement. Create and deliver presentations to Partners and Peers. Represent Vrbo in local markets, trade shows and industry events to build the company’s company profile with Partners. Attend industry events and provide insights face-to-face based on business needs. Providing ongoing input to Senior Management in developing effective and scalable solutions to improve process efficiencies. Onboarding Specialist

Cooper DeArmond - page 1

RoverPass

Aug 2020 - Present (5 months +)

I ensure a successful onboarding for new clients as they transition from prospective customer to paying customer. This is the most important phase of the customer lifecycle, and the Onboarding Specialist is responsible for establishing the solid foundation that drives customers future successes. I work in conjunction with the sales team, specifically our Account Executives who are in charge of closing deals for new customers. The role is a blend of customer-facing communication and focused project management tasks. I provide excellent customer service while maintaining an organized queue of internal tasks.

Salon Owner

Coop's on 3rd

Feb 2016 - Nov 2017 (1 year 10 months)

The specific duties of a hair salon owner vary according to the particular salon, but generally included interacting with clients, hairstyling and performing other beauty procedures. I did do these things in school and briefly in the salon right after opening, but I had opened in a small town with the support of my family and decided that renting out work space for other stylist would be lucrative enough for me to move to the city and have two incomes vs one. On the business side, my responsibilities included accounting, hiring and management of stylists and other employees, marketing, and salon design. Ultimately once the oil industry suffered in that area it was effecting the traffic in the salon to the point I was forced to close that short lived chapter of my life. Remote Sales Representative

Texas True Threads

Jan 2015 - Mar 2016 (1 year 3 months)

Remotely worked as a sales representative for a wholesale custom design company (Texas True Threads) working to find clients in boutiques across the United States. Once I brought a client on it was consistent work coming up with new designs, sales strategies, and maintaining client relationships. New Car Sales Specialist

Charles Maund Toyota

Nov 2017 - Dec 2017 (2 months)

Approached, greeted, and helped any customer who enters the dealership showroom or sales lot. Assisted customers in selecting a vehicle by asking questions and listening carefully to their responses. Suggests alternative vehicles if necessary. Exhibited a high level of commitment to customer satisfaction. Understood the terminology of the automotive business and kept up with changes in product technology, incoming inventory, features, accessories, etc. Provided thorough product information and demonstration to all prospects. Customer Support Supervisor

Vrbo

Mar 2017 - Sep 2017 (7 months)

Support property owners, property managers and travelers by providing excellent service via phone and/or e mail contacts. Help to analyze and identify issue severity levels and follow appropriate escalation procedures. Be the customer’s primary point of contact through resolution and delight the customer throughout that process. Educate customers in best practices for using Vrbo applications. Cooper DeArmond - page 2

Stay up-to-date on product changes in order to provide accurate and thorough support. Advocate for customer needs by suggesting customer experience improvements. Meet appropriate productivity and quality levels in support of world-class service standards. Apply the proper service etiquette to satisfy various customer situations. Assist with process and knowledge base documentation as needed to help further the team’s overall knowledge in support of customers. Education

Aveda Institute-Covington

Associate's degree, Cosmetology, Barber/Styling, and Nail Instructor 2015 - 2016

Skills

Recruiting • Travel • Onboarding • Salesforce.com • Software as a Service (SaaS) Cooper DeArmond - page 3

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