Dan Falter Email & Phone Number

Windsor, Colorado, United States

Longmont, Colorado, United States

● Directed and supervised staff in delivering exceptional customer support and resolvingtroubleshooting issues, ensuring strict adherence to corporate and departmental policiesand procedures.● Provided advanced Tier I support and dispatched assistance to Tier II as necessary duringinitial customer calls, ensuring seamless resolution.● Implemented strategies which upheld a superior level of customer satisfaction byestablishing and meticulously monitoring key service indicators.● Conducted thorough investigations into customer service factors, employing a systematicand objective approach in resolving issues effectively.● Monitored staffing levels, trends, and turnover, crafting insightful recommendations formanagement maintaining a high-quality team.● Demonstrated comprehensive knowledge and support of approved corporate anddepartmental policies and procedures, promoting clear communication and acceptanceamong staff.● Oversaw the completion of contractual service level agreements, ensuring punctuality andaccuracy in service delivery.● Provided expert coaching, development, and mentorship to direct reports, driving them toachieve exemplary performance.● Maintained open lines of communication with external customers across all levels,facilitating efficient collaboration on team status, projects, escalations, and feedback.

Longmont, Colorado, United States

● Spearheaded project management efforts, providing dynamic leadership to drive softwaredevelopment, technical implementation, and process improvement projects to successfulcompletion in E9-1-1 space.● Proactively orchestrated the swift and effective resolution of project issues, ensuringseamless project execution and delivery.● Utilized Microsoft Project and SharePoint to maintain organization, transparency, and taskadherence, ensuring seamless project progress and effective communication across teams.● Cultivated robust working relationships with senior management, internal teams, andexternal stakeholders, encouraging collaboration to achieve project objectives and surpassexpectations.● Demonstrated a comprehensive understanding of 911 call routing and technical aspects,including text-to-911 functionality.● Conducted training sessions on project specifications and documentation, guaranteeingteam alignment and smooth project execution.● Orchestrated status calls, fielded customer inquiries, and resource allocation streamliningproject operations and optimize outcomes.

Longmont, Colorado, United States

● Supervised and mentored a team of 10 data analysts, ensuring their proficiency indelivering exceptional customer support and resolving technical issues.● Provided hands-on assistance and support to address authorities, fostering collaborativerelationships and ensuring compliance with organizational protocols.● Oversaw the completion of contractual service level agreements, ensuring punctuality andaccuracy in service delivery.● Provided expert coaching, development, and mentorship to direct reports, driving them toachieve exemplary performance.● Maintained open lines of communication with external customers across all levels,facilitating efficient collaboration on team status, projects, escalations, and feedback.

Longmont, Colorado, United States

● Led and coordinated resources with carriers ensuring timely service delivery in alignmentwith established policies and procedures.● Supported both internal and external customers in implementing E-9-1-1 service products,offering technical assistance, successfully testing service requests.● Resolved technical issues encountered during the implementation and testing of intricate E-9-1-1 call flows, data, and network elements.● Provided comprehensive training to internal and external clients on testing practices andprocedures, ensuring proficiency and understanding.● Facilitated problem resolution, addressing issues accurately, promptly, and professionallymaintaining service quality.● Conducted analysis and provided feedback to management and relevant departments onrecurring problems, offering recommendations for improvements reducing futureoccurrences.

United States

● Oversaw the setup and configuration of emergency towers to ensure accurate routing of emergency calls to the appropriate dispatch center.● Conducted comprehensive audits of the 911 database to identify and correct inaccuracies, inconsistencies, and outdated information.● Conducted regular maintenance and testing of emergency towers to uphold operational readiness and reliability.● Maintained an accurate and up-to-date repository of cell tower information, including location data, technical specifications, and coverage areas.● Collaborated with internal and external stakeholders to ensure seamless integration of cell tower data into emergency response systems.● Provided comprehensive training and mentorship to new Implementation Specialists, imparting knowledge and best practices related to system implementation and maintenance.● Developed training materials and conducted workshops to support the ongoing professional development of implementation team members.● Served as a subject matter expert on implementation processes and procedures, providing guidance and support to internal and external stakeholders.

United States

● Collaborated with address authorities to identify and correct misrouted emergency calls, ensuring prompt and accurate emergency response.● Established and maintained strong relationships with address authorities to facilitate seamless communication and data exchange.● Conducted thorough analysis of 911 database information to identify and rectify inaccuracies, inconsistencies, and outdated information.● Utilized advanced data analysis techniques and tools to cleanse, standardize, and enhance data quality.● Took ownership of updating and maintaining the Master Street Address Guide (MSAG), a critical component of the 911 system.● Regularly reviewed and validated address information to reflect changes in infrastructure, new developments, and municipal updates.Identified opportunities for process improvement and efficiency gains within the data management workflow.● Maintained documentation of data management processes and protocols to support audits and regulatory inquiries.● Conducted root cause analysis of data discrepancies and implemented corrective actions to address underlying issues.

Northern Colorado

● Assumed overall management responsibility for daily operations of a retail grocery store inthe absence of the Store Director, ensuring optimal store performance and customersatisfaction. Implemented strategies to track, analyze, and improve store performance,consistently meeting or exceeding sales goals.● Communicated sales targets and department performance effectively with staff, promotinga positive and results-driven work environment.● Developed and executed labor schedules which aligned with sales projections andproductivity goals, addressing cost control issues as needed.● Collaborated with Store Director enhancing product placement and appearance, drivingsales and customer engagement.● Managed display accuracy and appearance, executing promotions and ensuring in-stockconditions.● Provided superior customer service, addressing customer and employee complaintspromptly and effectively to uphold satisfaction.● Led recruitment, training, and development of store employees, contributing to a skilled andmotivated workforce.

Master Of Business Administration - Mba, Human Resources Management And Services

Public Relations, Advertising, And Applied Communication

Activities and Societies: Delta Upsilon

High School Diploma, General Studies

Activities and Societies: Wrestling, School Newspaper