Daniel Armenta Email & Phone Number

Seattle, Washington, United States

Seattle, Wa

Bellevue, Wa

- Research and analyze an array of data sets to understand trends and areas of opportunity- Conduct root cause analysis to identify errors and provide recommendations for correction- Facilitate quarterly knowledge re-certifications and provide feedback to vendor partners- Vendor management- Project management

Las Vegas, Nv

- Responsible for developing employees through coaching, counseling, reviewing quality assurance, conducting one-on-one meetings, and overseeing the employee’s performance productivity- Assisted Agents with on-the-fly escalated issues- Reviewed performance reports with team members and center leadership - Completed monthly and annual performance reviews for team members- Supported and developed strong customer service and communication skills through teaching active listening and customer orientation

Las Vegas, Nv

- Provided resources and guidance for a group of up to 40 agents- Managed queues for area responsibility to ensure response time goals are met, managed and distributed case volume- Conducted quality assurance review process for team- Effectively resolved escalated vendor and customer service issues- Identified service areas of opportunity and conducted root cause analysis to resolve issue- Provided feedback to agents and coached to succeed- Maintained up to date customer support agent skill set