Customer Service Sales Representative

Joe Cooper

Philadelphia, PA *****

724-***-**** ******.*.***@*****.***

Experienced Director and Team Leader

Motivated and accomplished, with experience in developing effective leaders, educators and sales professionals. Results-driven, team-oriented, creative and compassionate. Offering forward-thinking strategies for exceeding expectations for both the customer and employee experience. Sought-after speaker for effective coaching practices.

— Areas of Key Emphasis —

•Developmental Leadership

•Customer Service

•Project Management

•Client Acquisition & Retention

•DEI Commitment

•Market Analysis & Research

•Training and Education

•Interpersonal Communication

•Cohesive Teamwork

Professional Experience

VARSITY SPIRIT December 1998 - Present

Director, Branding and Operations, Universal Cheerleaders Association October 2019-Present

•Direct the overall brand identity for the largest corporate vertical within a global cheerleading organization, which specializes in the delivery of camps, conferences and competitions for coaches and athletes.

•Manage cross-functional efforts through collaboration with teams from Sales, Marketing, Customer Service, Registration, Logistics and Special Events to optimize customer experience.

•Partner with VP of Sales, Training & Education to deliver sales and customer service workshops entailing product additions and enhancements toward goals of retaining and increasing enrollment and revenue.

•Manage responsibilities of 7 full-time Staffing Directors through the annual process of hiring, onboarding, training and scheduling 1300+ seasonal, part-time employees.

•Spearheaded realignment of traditional in-person programming to online, virtual products and services to generate revenue and continue business operations during global pandemic.

•Controlled training-related expenditures, operating $80K under restrictive budget for 2021.

National Director of Staffing and Operations, Universal Cheerleaders Association November 2015 – October 2019

•Directed the operations of 8 regional sales territories toward maximizing overall customer experience in efforts to boost retention and ensure add-on sales.

•Developed training manual to provide overall guidance to regions on best practices and corporate policies.

•Assembled and supervised a curriculum team of 35 employees to create all training materials and facilitate in-person education delivered during six regional multi-day workshops.

•Managed 7 full-time Staffing Directors who coordinated the personnel operations and training for 1300+ part-time, seasonal employees, including monitoring of $1.2 million training and education budget.

Northeast Staffing and Events Director, Universal Cheerleaders Association January 2008- November 2015

•Oversaw the company operations of 12 northeastern states within a regional territory with direct responsibility for hiring, training and scheduling 140 – 160 seasonal staff in accordance with sales and workforce needs.

•Secured venues, scheduled staff, ordered supplies and served as liaison for all vendors related to events.

•Ensured quality control of events by providing educational training across states to maintain consistency on operational practices.

Territory Manager, Universal Cheerleaders Association December 1999 – January 2008

•Facilitated all sales and customer service activities for camps, conferences, and competitive events for $2.4M revenue territory of Pennsylvania and New Jersey.

Sales Representative, Varsity Spirit Fashion December 1998 – December 1999

•Facilitated all sales and customer service activities for apparel and uniforms for $350,000 revenue territory of northern New Jersey and Staten Island.

Education and Credentials

Bachelor of Science, Business Administration, Concentration: Marketing

Villanova University, Villanova, PA

Technical Skills

Microsoft Office Suite, including Excel CRM: Salesforce LMS

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