Daniel Cook Email & Phone Number

Enterprise, Or, Us

Remote

Performed daily deep-dive analysis of outages/events and assessed impacts to front line and Enterprise performance.Partnered with numerous groups weekly to supply and discuss assessed impacts to performance as well as discussionaround solving for future re-occurrences.Identified clear connections between performance and business results to eliminate or reduce confusion within processes tohelp direct groups achieve goals.Recommended process improvements to continually identify, analyze and fix constraints and challenges within assignedbusiness group and other partnered groups.Partnered with Frontline facing groups to identify customer eye-pokes and coordinate solutions.Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.Deliver high level, intra-day performance updates to executive and VP level leadership teams.Mentored and guided employees within group to foster proper completion of assigned duties.Partnered with product/project teams to understand possible impacts to Frontline and work with leadership to determine bestapproach.Spearheaded integration of Business Operations team as part of merger between T-Mobile and Sprint.Queried databases for information needed for report processing.

Bellevue, Washington, United States

Monitored intraday performance across Enterprise down to call center level performance operations.Partnered with call center workforce groups both domestic and international to ensure alignment of staffing goals and otherService Level targets.Performed analysis of performance and relayed findings to various business owners including, in some cases, Director levelexecutives.Directly assisted with outage triage by connecting front line experience to technical groups with resolution in mind.Cultivated relationships across numerous technical and non-technical groups to help align and document workflows andprocesses.Consistently known as solution-finder amongst assigned group as well as partnered groups.

Salem, Oregon, United States

Set and adjusted to schedules within call center to maintain optimal coverage and service levels.Produced reports to support smooth call center operations, call center manager and team level performance.Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding ofbusiness.Managed overtime, shift swaps, breaks and PTO requests.Prepared variety of different written communications, reports and documents.

Redmond, Oregon, United States

Provide start to finish, full and complete, one call resolution.Create happy customers by providing a world class experience on every call. Handled between 40-70+ calls per day with topics ranging from billing to complex situational issues.Supported team initiatives and helped create an inclusive environment.