Dan Burger Email & Phone Number

I'm currently involved in many critical day-to-day operational functions with a primary focus on training, coaching and development, and client success.

Louisville, KY, US

My most recent role was Director of Operations at Aline, a SaaS startup that supports the senior living industry by offering a full suite of subscription-based CRM software that streamlines the operational aspects of running senior living communities. I oversaw the sales and service contact center integration of three companies under a single new brand. I.

In this role I oversaw the contact center transition from on-site to fully remote. Post-transition, I developed new agent training, coaching, and feedback methods, agent and supervisor/team performance tracking, and staffing models. In addition, I was in charge of the day-to-day operations of six contact center sales and service teams using Five9.

As a Team Lead I led a team of 13 salespeople who supported the senior living industry through handling inbound and outbound calls, chats, and emails. and was responsible for their overall performance through coaching, feedback,and development and maintenance of job aids. My team was responsible for the overall satisfaction for 8 clients and 155.

I led a technical support team of securities licensed agents who supported large clients who had questions about processing their payroll files. In that role I led the Call Center, Quality and Training, Ticket Research and Response, and Payroll Bridge teams in Greenwood Village and Milwaukee.Restructured agent training program by formalizing training.

I managed the overall performance of the Milwaukee Participant Service Call Center. In 2004, I took over the team of 10 employees and built it to ~100 agents, assistant managers, and managers. I created and managed an average annual operating budget of $5M. I partnered with the Workforce Management team to coordinate and forecast current and future.

Greenwood Village, CO, US

Managed a team of 10 Account Resolution analysts who processed financial corrections at both a participant and a plan level. I implemented ‘automatic assignment’ of AR Tickets to evenly and fairly distribute the work across the team.

Greenwood Village, CO, US

Managed a team of 10-15 Retirement Representatives who handled inbound calls for our Government lines of business. Was responsible for all aspects of managing the team including staffing, call monitoring, tracking individual statistical measures, coaching, and delivering corrective action as needed.

Bachelor Of Arts, Economics

Education record

Education record