Daniel Dufault Email & Phone Number

Denver, Colorado, United States

• Selected to lead the operational communication and training needs of a 9,000-member, global, agent workforce based in contact centers. Responsible for developing training and learning solutions to meet requested.
• Relaunched a weekly company communication video series on time in 3 months by collaborating with executive leadership for guest appearances, by completing a review to ensure appropriate featured live call behavior, and.
• Delivered a 10 percentage point continuous improvement in agent satisfaction with training creationmethodology, which added diversity, inclusivity, equity, and belonging best practices to all training programs.
• Developed and implemented new metrics to measure requester satisfaction from all groups, including Field Operations, Technical Operations, and Retention. Achieved a 95% satisfaction score for training deliverables.
• Drove a 50% efficiency improvement in the request process for training and communications and also increased the response rate to 100% for new questions.
• Improved the accuracy rate to 100% of all work requests by simplifying submission forms, ensuring question relevancy, adding clarifying statements, and creating a 1-page workflow assistant for all requesters.

Denver, Colorado, United States

• Promoted to lead the strategic direction for the customer experience, quality standards, and operational support. Responsible for the vision, career path, workflows, and goal planning for the Customer Service portion.
• Delivered annual profit increase of $4.2 million by improving agent conversion rates on newly launched streaming video on-demand products.
• Increased annual profits by $8.6 million by implementing a training and specialty agent group focusing on agent restart rates for voluntarily disconnected customers.
• Reduced agent call-transfer rate by 12 percentage points by creating new success metrics and droveimplementation of those measurements and best practices across our global contact center workforce.
• Decreased time for new hires to realize full productivity by 20% by rebuilding the onboarding process and materials.

Denver, Colorado, United States

• Trainer/Base Camp Trainer Chosen to facilitate the delivery of new hire onboarding and other career development programs to both contact center agents and executive team members going through the Base Camp program to.
• Selected to be the department leader and subject matter expert during the creation of the Base Camp program, which brought corporate employees closer to the frontline experience.
• Created 60 temporary user login profiles within a month to enable corporate employees to take calls effectively by gaining access and familiarity with agent tools, systems, and processes.
• Created the 1st ever fully integrated onboarding instructional program and material by partnering with business stakeholders, like the Sales, Technical, Human Resources, and Training teams.
• Recognized as the 4th highest performing trainer out of 70 company trainers in 2016 based on agent class metrics and the facilitation training

Christiansburg, Virginia, United States

• Led new contact center employees through the on-the-job training portion of onboarding. Analyzed contact center employees’ opportunities and created custom development plans for improvement. Guided agents through.
• Graduated over 200 new employees by driving knowledge transfer and coaching through the OJT process.
• Selected as 1 of only 3 OJTs to facilitate STAR refresher training once agents had graduated from onboarding.
• Provided over 50 editorial improvements to call practice scenarios and training materials that were implemented company wide.

Christiansburg, Virginia, United States

• A Texas-based organization of group homes and schools catering to children of the state and providing support for families with children with special needs. Residential group homes serve as live-in facilities for.
• Increased the group-home population by 15% in Tennessee and Virginia by building partnerships with local hospitals and detention facilities, creating a streamlined sales pitch, and showcasing new renovations within our.
• Installed smart goals, incident reporting, quality and assurance checks, and HIPPA training for the group homes in partnership with each home’s leadership.