Dan Marcucci Email & Phone Number

United States

Naperville, Illinois, United States

Naperville, Illinois, United States

Support front-line leaders and customer service professionals. Drive Process improvements and customer experience enhancements using data and first-hand observations. Resolve extremely escalated customer service situations. Manage multi-stage projects involving ecommerce, operations, IT, and Training teams. Collaborate with management to create intentional culture, resolve short and long-term problems, and drive performance to create the best quality customer experience.

Naperville, Illinois, United States

Support the Contact Center and Furniture operation professionals. Collaborating with leadership team in the implementation of training and development for associates. Resolving escalated customer service situations. Mentoring and developing Lead 1 and lead 2 to help reach their full potential. Monitoring daily phone call volume. Correspondence with warehouse and regional cross docks. Writing and giving performance appraisals. Collaborate and partner with management to help productivity of… Show more Support the Contact Center and Furniture operation professionals. Collaborating with leadership team in the implementation of training and development for associates. Resolving escalated customer service situations. Mentoring and developing Lead 1 and lead 2 to help reach their full potential. Monitoring daily phone call volume. Correspondence with warehouse and regional cross docks. Writing and giving performance appraisals. Collaborate and partner with management to help productivity of overall department.Accomplishments ● International Team ● Retail Customer Service ● Coaching and mentoring 2 front-line Leaders to grow and build successful teams.. ● Working on associate goals and seeing KPI improvements. ● Coordinated training of new associates and developing systems to track progression. ● Implementing the use of metrics to evaluate the productivity of customer service representatives. ● Maintaining a positive work environment. Show less

Naperville, Illinois, United States

Provide regular and consistent feedback on call quality and performance. Collaborate with leadership team in solving customer service situations. Ensure associates have appropriate training and other resources to perform their job responsibilities at the highest possible level. Taking escalated calls when needed and then coaching associates. Mentoring and developing associates. Correspondence with warehouse and regional cross docks to work through and resolve customer service situations.

Naperville, Illinois, United States

Working with Customer Relations and order entry. Resolve problems by clarifying the customer's complaint; determining cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Contribute to team effort to work through customer service situations. Accomplishments ● International Customer Team ● Associate performance Coach● Associate Mentor working with new trainees ●… Show more Working with Customer Relations and order entry. Resolve problems by clarifying the customer's complaint; determining cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Contribute to team effort to work through customer service situations. Accomplishments ● International Customer Team ● Associate performance Coach● Associate Mentor working with new trainees ● Performance indicator Improvement Show less

Naperville, Illinois, United States

Organizing outgoing packages and shipments. Separating orders going to multiple Customers/ Recipients. Picking, Packaging, labeling, and loading for shipment.