Dan Serna Email & Phone Number

Tampa, Florida, United States

● Review Employee Applications for Cross Border Remote Work Authorization to ensure eligibility and mitigate risk to Citi● Utilized strong communication and client service skills to answer inquiries and provide guidance● Managed special projects, including Employee Return Confirmation tracking and Metrics Tracking● Leveraged advanced Excel skills to pull, analyze, and organize team Performance Data for reporting● Updated and improved reporting tools with enhanced formulae and Pivot Tables

Tampa, Florida, United States

Updated and streamlined scheduling process to ensure properstaffing practices that are clear and accessible to staff● Established departmental goals, mission and vision to guide anddrive departmental growth● Coordinating with other departments to establish and reviseemergency response procedures● Developing individual and departmental performance trackingtools for quality improvement purposes● Established clear performance expectations for staff, and providingdirect feedback, guidance and support through coaching,counseling and 1-1 supervision● Developing updated training materials and practices to betterprepare new staff● Developing Quality Assurance tools and practices to ensure highestquality of service● Lead facilitation of directory information audit to improve dataintegrity and enhance customer service● Improved communication and culture by engaging directly withstaff, increasing employee engagement by 36.5%

Tampa, Florida, United States

Managed a team of 30 employees in answering over 100,000 callsper year while maintaining a call answer rate of 85-90%.● Created, updated and improved agency training materials, as wellas internal company policy procedures and documents to ensurecompliance with HIPAA, AIRS, AAS, and COA standards● Facilitated training for internal and external resources, resulting inFlorida Council Against Sexual Violence hotline monitoring scores of95%, 98%, and 92% for my three years as a supervisor● Facilitated two-day, 16 hour Applied Suicide Intervention SkillsTraining workshops built from evidence-based practices.● Oversaw growth and development of individual employeesthrough 1-1 Supervision and Mentorship● Fostered relationships with community partners throughconferences, training sessions and agency events● Completed regular employee performance evaluations for alldirect reports● Contributed to administrative meetings to report on departmentalperformance and needs, and presented solutions