Amanda Daniel Email & Phone Number

Austin, Texas, United States

*Collaborated with teams globally to ensure standards are upheld according to business and customer needs. *Root cause analysis to deliver both actionable feedback to evaluators and business insights for quality teams. *Performed audits on evaluations done by evaluators on advisors handling calls/chats/emails with customers across multiple lines of business to offer insights and ensure adoption of standards set by quality teams. *Project Coordinator and global point of contact for calibration activities with vendors, working closely with their leadership to understand business needs to tailor timelines and deliverables to satisfy their requirements. *Onboarded a new team at a vendor site facilitating training and coordinating practice calibration sessions to prepare them to join existing teams in evaluating and auditing according to the set standards. *Project Coordinator and regional point of contact for internal calibration activities, working closely with leadership to understand business needs to tailor timelines and deliverables to satisfy business requirements. *Project Coordinator to assist in development and implementation of a calibration tool, acting as global point of contact, creating timelines to support change management, and coordinating all necessary events. *Project Coordinator for various requests from management that involved collaborating with other individuals/teams, creating new processes, tracking progression and observations, determining root cause, and delivering presentations to various audiences indicating performance, recommendations, and resources that drove adoption of the standards set by the business. *Served as mentor for new Quality Specialists to ensure a quick and effective onboarding process.

Austin, Texas, United States

6 month rotational opportunity.*Assisted with analysis and implementation of requests from stakeholders with intent to optimize Advisor workflow within the internal tool used to communicate and log interactions with customers, engineering, and other internal teams.*Coordinated and facilitated meetings with stakeholders and subject matter experts to determine timeline, request feedback, and offer guidance pertinent to the project. *Worked closely with internal teams to validate feedback and ensure implementation within the identified timelines.

Austin, Texas, United States

*Evaluated phone calls, chats, and email interactions with customers to ensure standards set by the business have been upheld and delivered feedback to support advisors through coaching sessions. *Created and delivered presentations for use in team meetings, worked closely with management and Engineering to aid in creating and implementing procedure changes, and created projects with emphasis on ways to improve interactions with customers.

Austin, Texas, United States

*Assisted Advisors and customers through phone and chat-based support in reference to billing and account issues and inquiries.*Contributed to developing and enhancing the skills and abilities of new hires by serving as a mentor and Subject Matter Expert during trainings.*Participated in several projects that include working with both external and internal teams gathering and providing feedback, coaching, and relaying updates and other clarifications.

Austin, Texas, United States

*Assisted customers and T1 MobileMe Advisors through both chat and phone-based support with issues regarding MobileMe accounts. *Contributed to developing and enhancing the skills and abilities of new hires by serving as a mentor and Subject Matter Expert during trainings.*Participated in a rotation as a Peer Coach performing quality evaluations and meeting with Advisors to offer coaching and suggestions at manager request regarding their metrics. Tracked their progression and improvement in these areas over time.

Austin, Texas, United States

*Assisted customers through both chat and phone-based support with issues regarding their MobileMe accounts.