Daniel Eggleston Email & Phone Number

• 12/2007-2009 Contact Center Representative Segment One, providing credit/debit card support. Including payments, balances, dispute initiation, interest inquiries, balance transfers, lost/stolen card, and fraud.
• 08/2009-Present. Segment Two. Provide support for online banking including password reset, site navigation and browser support on the Intuit platform. Excel at Online bill pay support on the Checkfree and Metavante.
• Assist company trainers with incoming new hires, taking live calls in training classes demonstrating appropriate call handing, company protocol and resolutions. Perform as a mentor and a knowledge source for new.
• Cultivate and maintain customer satisfaction, loyalty, and retention through effective communication and active listening.

 Provide day-to-day direct supervision for Customer Service Staff, including quality assurance and escalated call resolution. Responsible for employee performance management, training and development; directly accountable for the results. Develop and maintain standardized business practices/models to support business objectives, such as scripts and.

 Developed conversion program from inception resulting in $275,000.00 net profit annually. Identified and implemented departmental process improvement opportunities. Oversaw recruitment and training of a busy call center receiving 500+ calls daily. Researched, organized and booked reservations for North America, the Caribbean and Mexico. Cultivated.