Dan Romano Email & Phone Number

King Of Prussia, Pa, Us

King Of Prussia, Pa, Us

Phoenix, Az, Us

▪ Provide strategic leadership to a team of 150+ Customer Success Representatives responsible for handling order management and customer service for the U.S and Canada and 4 large service centers in Phoenix, Orlando, Baltimore, and Toronto. ▪ Analyze Key Performance Indicators (KPIs) and lead all Customer Success initiatives that will improve the experience for customers. ▪ Motivate and develop staff within a fast-paced environment to ensure the delivery of Customer Experience (CX) expectations. ▪ Maintain excellent service standards, respond efficiently to customer inquiries, strive for high customer satisfaction, and excel in Williams Scotsman and Mobile Mini’s Core Values of Safety, Inclusion and Diversity, Excellence, Reliability, Customer Service, and Community Focused. ▪ Develop and implement customer success metrics and goals to ensure the team drives positive outcomes for customers. ▪ Collaborate with cross-functional teams, including sales, marketing, and product, to drive customer retention, growth, and satisfaction.Key Accomplishments▪ Improved NPS scores by 20% from 2018 to 2020. After a merger with Mobile Mini in 2020, relocated to serve as VP of Customer Success at corporate headquarters. Managed both Service & Customer Success Teams.▪ Within 1 year, more than doubled the size of the Customer Success Team from 60 to 150 Representatives.▪ Launched a new Enterprise Account Team for VIP customers in 2022.▪ Implemented a new order management process, automated billing, and improved customer journey in 2022. ▪ Successfully integrated Salesforce in 2022 and cross-trained both Mobile Mini and Willscot teams.▪ Oversaw the migration of a home-grown system to SAP in 2021. ▪ After the acquisition of 12 companies in 2022, oversaw the migration and integration of all existing contract data. ▪ Navigated the transition to a work-from-home model as a result of the Covid-19 pandemic in 2020.

Phoenix, Az, Us

Berwyn, Pa, Us

▪Provided leadership, direction, and coaching to a team of 50 Transportation Dispatch, Service Dispatch, and Customer Service centralized teams. ▪ Oversaw the coordination of a high-volume of deliveries, service calls, contract activations, and terminations. ▪ Drove process improvements with a focus on achieving productivity, service, safety, revenue, quality, and earnings goals in partnership with the Sales team.▪ Managed a $50M budget for transportation and maintenance costs.▪ Maximized the efficiency of owned transportation equipment, drivers, and service technician resources and provided guidance on optimal levels of resource requirements.▪ Leveraged analytics, customer feedback, and supply chain expertise to reduce costs and improve quality.Key Accomplishments▪ Promoted into this role to create and manage a centralized group of Customer Service and Logistics team members to service all U.S. and Canada customers. This eliminated administrative roles in the field, standardized processes, and increased productivity.▪ Drove vendor management and sourcing initiatives, standardized scopes of work, and standardized pricing.

Berwyn, Pa, Us

▪ Developed and implemented a U.S. vendor management program. Identified and recruited a network of high-quality repair, refurbishment, and on-site service vendors. ▪ Establishing Service Level Agreements (SLA), monitored vendor compliance and performance, and created action plans to improve performance and generate cost savings.▪ Created vendor qualifications, metrics, service levels, a rewards program, and standard pricing model.Key Accomplishments▪ Created and launched the company’s first Vendor Management Program and onboarded 700+ vendors on to the program including a safety certification site. ▪ Established an MVP program for the elite vendors based on Key Performance Indicators (KPIs)▪ Drove quality improvement and achieved a cost savings of 10%.

Berwyn, Pa, Us

▪ Direct and manage all business operations of a 2 branch, 12-employee, $8M modular building operation serving the construction, commercial, education, hospitality, industrial, healthcare, retail, and government markets. ▪ Oversee logistics for transportation, delivery, and maintenance of a fleet of 2000 modular buildings.

Exton, Pa, Us

▪ Direct and Manage all Major Projects ($250K and above) for the NE Region from Virginia to Maine. Major Projects include serving the commercial, construction, education, healthcare, retail, government, and industrial markets. ▪ Oversee all operations and logistics for Project Management, Contract Submittals, Vendor Management and Payments:

Berwyn, Pa, Us

▪ Direct and manage all business operations of a 2 branch, 12-employee, $8M modular building operation serving the construction, commercial, education, hospitality, industrial, healthcare, retail, and government markets. ▪ Oversee logistics for transportation, delivery, and maintenance of a fleet of 2000 modular buildings.

Valley Forge, Pa, Us

Business Management

Darden Executive Development Program