Daniel Bracamontes Email & Phone Number

Responsible for developing and executing customer relationship management strategy to increase loyalty, retention, and deliver an outstanding customer experience. Building and maintaining a deep understanding of customers through data collection streams inclusive of reviews, purchase behavior, and help desk inquiries.Manage customer service team to maintain the highest levels of customer satisfaction across various contact channels.Monitor trends via social media, consumer reviews, and help desk inquiries to continue to improve customer experience and engagement.Collaborate with marketing team to develop and manage email marketing campaigns and flows. Optimize email strategy through customer segmentation and behavior.Monitor and analyze email marketing performance to drive results and deliver on strategy.Leverage customer data to identify areas of excellence and opportunities for improvement related to business operations.

Responsible for driving a customer centric mindset throughout the organization from a strategic level, and from an operational level oversee all touch points with consumers and customers.Oversee the daily activities of Customer Service Representatives and relevant vendors to ensure the highest level of customer satisfaction.Collaborate with cross functional teams to launch revenue generation initiatives.Make website adjustments and updates through Shopify admin platform.Execute email marketing campaigns via Klaviyo.Accountable for authoring and maintaining all SOP’s related to customer service operations.Compile and present consumer help desk data to track trends and provide recommendations for operational and consumer experience improvements.

Linthicum Heights, Maryland

Optimize Contact Center phone coverage to meet Service Levels.Analyze call volume to calculate staffing requirements and identify staffing needs.Schedule and identify high performing Representatives to up-train.Manage skill-sets and call priority levels.Calculate Monthly and quarterly performance rankings for 120+ phone Representatives.Develop schedules for 140+ Representatives and manage time off requests.Provide reporting support and data analysis for multiple Business units.Provide and calculate Monthly performance statistics for three partner Credit Unions.

Manage, develop and coach a staff of 25 service Representatives and one Senior Representative.Deliver monthly performance reviews based on various Call Center metrics.Monitor and evaluate calls to ensure Representatives are providing a high level of service.

Manage, coach and develop a staff of 15 Representatives and one Team Lead.Responsible for achieving sales goals while maintaining an acceptable abandonment rate.Performance manage Representatives on various Call Center metrics and revenue generation.