Dan Gaede Email & Phone Number

Plant City, Fl, Us

Plant City, Florida, United States

1. Building roadmaps for the brand-new Research Operations (ResOps) program. This includes working with the research team leads, design team leaders, and members of the senior leadership team (SLT).2. Creating a brand-new research program that closes the loop of work intake, prioritization, assignment, research, delivery, and communication.3. Creating a research tool ecosystem to effectively balance qualitative and quantitative research and analysis, insight identification and documentation in a repository, and publicizing the impact.4. Liaison with researchers, analysts, design team, leadership, Legal, Procurement, vendors, and more, to ensure all participants are aligned with the work to be done.5. Research tool owner and administrator for Quantum Metric (QM), UserTesting, and Qualtrics.6. Developing an in-house process for creating a survey panel, administering, storing and tracking consents, and processing incentives, without the need to purchase a 3rd party platform.7. Providing communication via various channels on departmental, organizational, and industry topics.8. Standing up a Community of Excellence (COE) for the research program.9. Creating on-boarding processes for new hires into the department, including organizational culture, tool training, and more10. Creating, and templating where possible, documentation for artifacts, like interview screeners.11. Integrate and streamline tools within the tech stack to improve research efficiencies.12. Identify and implement process improvements.

Plant City, Florida, United States

1. Moved into full owner of Quantum Metric (QM), a behavioral analysis tool for both internal and external customers in our digital channels.2. Completed all training and certifications available, as well as attended vendor-hosted conferences.3. Identified Power Users and community Champions from across the enterprise, training them to evangelize the platform and the possibilities it provided. 4. Created the Community of Excellence (COE) and grew it from a handful of users to over 1000.5. Liaison with the QM vendor for both customer and technical support, including but not limited to custom event creation, reporting, and community enablement.6. Assisted with implementation of the platform on additional internal- and external-facing tools.7. Created and maintained governance of the tool with user access, event creation, troubleshooting, and more.8. Created and implemented an exploratory research program, aimed at surfacing customer friction points before customers reported them via feedback mechanisms, such as surveys or phone calls to customer service.9. Created and maintained a cross-collaboration program within WebEx to keep all stakeholders informed and break down communication barriers in silos.10. Communicated research findings to stakeholders at all levels, including C-suite, that showed the insight, volume, priority, and recommendations for remediation based on UX principles.11. Maintained searchable repository of surfaced insights.12. Partnered with the Voice of the Customer (VOC) team to integrate QM with Qualtrics, resulting in visibility into customer experiences via survey verbatims. Enhanced exploratory research with different perspectives and context, resulting in data from a holistic point of view.

Plant City, Florida, United States

1. Utilized data analysis tools, such as Splunk, to analyze reported bugs and data fixes, including reproducing the reported behavior, if possible, as well as implementing in various testing environments to narrow down root cause. Removed and documented all duplicates.2. Used project management tools, like Microsoft Azure DevOps (ADO), to accurately assign triaged issues to the appropriate scrum team, driving efficiency towards remediation.3. Communicated, when applicable, to various members of each scrum team additional details where software would not allow for entry. Also asked questions to gain deeper understanding of the issue, how to identify and test, and what to be aware of in the future.4. Tracked work through stages of completion to grow knowledge of the process, each issue, and overall understanding of the intent.5. Became responsible for managing the release process for completed fixes. This included coordinating with each scrum team for product status, timelines, and final signoff, as well as the Change Management (CM) team to provide support during the actual release. Communicated status to all stakeholders throughout the actual release. 6. Completed user testing post-release to identify and communicate any issues in both customer- and internal-facing environments. Facilitated roll-back when necessary. 7. Provided post-release reporting and monitoring to ensure no unexpected issues arose.8. Volunteered to take on learning and owning a new behavioral analysis tool, Quantum Metric (QM). 9. Used QM to drive identification and understanding of customer behaviors when they encountered friction during their digital experience to inform future product strategies. Did this by creating and moderating “Movie Time”, a shared community discussion to collaborate across various product teams and silos.

Plant City, Florida, United States

1. Sought out to re-imagine the existing QA team. Did so by creating a culture of focus on the individual, and working with them to determine the root cause of the behaviors leading to poor performance, rather than "scoring down" a recorded call.2. Successfully coached and developed a core group of agents to becoming high-potential candidates for management, with over 60% reaching that goal.3. Successfully coached and developed a core group of agents to become leaders, rather than managers, by moving away from a culture of "scoring down" and into a culture of providing coaching, follow-up, and recognition, and repeating as necessary.4. Closed the quartile gap for customer survey metrics.

Plant City, Florida, United States

1. Responsible for leading teams of sales agents to top results in both the number of policies sold as well as lowering attrition/improving retention.2. Regional champion for the Quality Referrals initiative, driving results in policy bundling, resulting in improved profits and lower attrition, by increasing from 6% to over 11%.3. Volunteered to work with the lowest-performing team in the region, coaching and developing them into becoming the top team in the region.

Plant City, Florida, United States

Plant City, Florida, United States