Cophen Wright

Sourced and cleaned data from Five9, AS400 and Cresta, built multi-page Google Sheets and Excel trackers and dashboards to monitor KPIs, and delivered insights that improved agent performance through targeted coaching and stakeholder reporting.

Sourced system data into Excel trackers to visualize trends, presented analyses to teams, performed QA on calls, and provided one-on-one mentorship to agents to improve KPIs and customer experience.

Oversaw the 2025 Nesting Program, supervised 9 peer development champions, built trackers from Five9 and Mission data, trained 12 classes of 20+ agents, and drove performance improvements through continuous feedback and QA.

Collected past-due balances via inbound calls, tracked and analyzed performance with Microsoft Office and Google tools, and mentored collections team members to improve outcomes.

Handled inbound sales calls, consistently met scorecard expectations, used Microsoft Office to support workflows, and coached peers to improve scorecard performance.

Negotiated used vehicle deals, sourced leads via social and in-person outreach, managed follow-ups in CRM, and delivered customer walkthroughs to ensure satisfaction.

Supervised fabrication and custom part creation, led preventative maintenance schedules to reduce downtime, managed electrical repairs, and coordinated safety and performance meetings.

Enrolled in the Bachelor of Science in Data Analytics program with approximately 50% of prior credits transferred into WGU as of September 2025.

Completed high school diploma at Lamar County High School in May 2014.