Daniel Iannello Email & Phone Number

Boston, Ma, Us

Boston, Massachusetts, United States

I create and implement strategies to build an effective outsource environment. I also analyze data to drive action and results. I currently manage 4 outsource partnerships that span 5 countries and over 600 agents, support staff, and leaders. My role also involves identifying compatible BPO partners, negotiating contracts, and driving performance. Furthermore, I lead partner communication, share best practices, and liaise with BPOs. During Covid-19 shutdowns, I prevented ezCater from incurring fees because I’d built strong relationships with outsourcing partners who agreed to waive contractual requirements. Two months later, I began ramping up again and now exceed pre-Covid outsourcing levels.HIGHLIGHTS:• I reduced customer service costs by increasing agent outsourcing from 40% to 75% while simultaneously improving quality and productivity.• I streamlined customer service processes and operations to provide the same level of service with a smaller staff following Covid-19 shutdowns; company sales and revenue currently exceed pre-Covid levels.• I reduced costs companywide by expanding outsourcing to additional teams; outsourced personnel now work across 5 lines of business.• I drove a 40% increase in service level by collaborating with internal teams to optimize schedules, improve reporting, and decrease call time.• I reduced average handle time by 44%, from 18 to 10 minutes.• I increased CSAT from 89% to 97% by assisting the QA team in collaborating with outsource teams to increase quality.• I improved onboarding efficiency by working with IT to create better processes; I also collaborated with enablement and product teams to improve processes.• I improved overall customer service performance by creating KPIs and goals that measure outsource success at the site and agent level; I also leverage the data to make improvements as needed.• I collaborated with outsource and internal teams to align partners in preparation for IPO.

Boston, Massachusetts, Foxboro Ma, Cincinnati Oh

As manager of daily operations at a high-volume live music bar, I led a team of 8 managers and a staff of 100+. This included training and HR duties such as onboarding and payroll processing. I also created promotions, collaborated with advertisers, conducted market research, and managed all social media platforms. Additional responsibilities included providing outstanding customer service, setting pricing for products and services, overseeing inventory management, and developing a successful inventory management program. Furthermore, I worked closely with vendors and managed all contract negotiations.

Greater Boston Area

Oversaw and managed all aspects of a 150 capacity, fine dining restaurant. In charge of 40 employees and three managers, located in the theater district in Boston. Responsible for all bookkeeping, Paychex Payroll, budgets, forecasting, hiring, training, inventory, COGS, P&L, and vendor relations.

Greater Boston Area

Training:• Led training teams in one on one settings and in a supervisory role, provided training for junior level managers as well as hourly employees, conducted performance reviews on management and employeesBookkeeping:QuickBooks, Accounts Payable, Accounts Receivable, cash handling, GL, COGS, payment processing, P+L, forecasting and budgeting for $5 million annual revenue businessCustomer Service:Provide exceptional customer service, train and supervise staff and managers in customer service relations, excel in interacting with dissatisfied customers turning a negative experience into a positive oneHuman Resources: Handled all HR duties including payroll processing through Paychex and ADP for over 80 employees, on-boarding new hires, maintain employee files (I9, W4, performance reviews), hiring, interviewing, firing, employee schedulingVendor Relations: Worked closely with multiple vendors, including all contract negotiations.Sales and Marketing:Manage and update all social media platforms (Facebook, Twitter, Instagram, website), create marketing and promotions from concept to execution, worked with advertisers (print, social media, radio) General Duties:Input on bar design, market research, set product pricing, ordering stockInventory and Supply Management: Manage all inventory, created inventory management program and built excel spreadsheets from scratch

Earned appointment to lead crew after six months, responsible for training, evaluating and supervising 20 other crews. Served in Turkey in Operation Southern Watch patrolling the Iraqi No Fly Zone. Care and Maintenance of fighter jet weapons systems. Nuclear and non nuclear munitions loading. Secret Security Clearance

Las Vegas, Nevada Area

Provide exceptional customer care to private aircraft pilots and passengers at a full service FBO

Martha'S Vineyard, Ma

Assist in all manner of airport operations, private aircraft fueling, assisting private and commercial pilots and passengers

New Bedford, Ma

Ticket counter, entering passenger info into weight and balance sheet, loading passengers and baggage, customer service

Key member of three-man team; appointed to Quality Assurance crew after six months, leading 20 other crews. Tasked with care and maintenance on weapons systems loading bombs and missiles on F-15 fighter jets, and caring for all launchers. Successful tours of duty included serving in Jordon Operation Northern Watch patrolling the Iraqi No Fly Zone. Loading of nuclear and non nuclear weapons, secret security clearance, safety training