Dan Olson Email & Phone Number

Process driven and Result oriented. I thrive in fast paced environments where multi-tasking is essential. I love a good challenge and have a talent for restructuring and developing processes so that they are more efficient, cost effective, and as effortless as possible for all internal and external customers. Approaching everything through the lens of error mitigation and automation is key. This is especially true in fluid environments that require ramps to meet the ebb and flow of the business need. I have 20 years experience in these trends from a technology and consumer direct perspective. Outside the box thinking is required to meet the demands of one of the most extreme business model environments in existence. I manage the Business Process Outsourcing and know the logistics involved in a million order annual scope that intermittently ramps up to achieve 50% of that volume within just four two week intervals. I have experience in building successful Quality Assurance and Training programs that intertwine in an effective revolving cycle domestically and abroad. A process that ensures the capture of actionable opportunities for improvement at the agent and training level and includes good follow up to ensure the action items are effective is a must for success and future growth. Public facing customer service responses are also in my wheelhouse as I oversee the handling of all negative sentiment Social media posts across multiple channels and multiple review sites. I am also responsible for maintaining an A+ Los Angeles BBB rating. We have created an omnichannel experience for our internal and external customers regardless of the communication channel utilized. We seamlessly combine Voice, Chat, and Email to achieve the same experience and end result. Recently, since the summer of 2020, I've had the opportunity to add the responsibility of managing Fraud Analysis to my portfolio of experience. I have been involved in helping make the program more efficient and accurate as we enhanced the existing Standard Operating Procedures and sharpened our teams skills at identifying new trends. Our agents now offer suggestions for parameter adjustments to match the ever-changing nefarious tactics we identify.

Listed skills include Cross Functional Team Leadership, Customer Service, Management, Business Intelligence, and 16 others.

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  American Intercontinental University

  Business Administration, Management And Operations