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 investigation initiation. Using my listening skills to make a connection with our members while maintaining and exceeding performance matrixes. • 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 platforms, including; adding/removing/editing billers, scheduling payments, payment support and case investigations for payments not posted. Provide Techlink support, a product that is technical and browser support for multiple financial institutions, enabling various skill level end users to access and navigate online banking websites. Cross promote appropriate products customized for the particular call including, raising credit limits, balance transfers, and convenience checks. • 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 employees. • 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 rebuttals for Customer Service representatives in compliance with the State of Florida, Department of Agriculture, Division of Consumer Services regulations. Coordinate daily with multiple clients involving event schedules and capacities Cultivate working relationships with clients and their support staff. Act as a knowledge source for clients and customers on marketing programs and incentives. Make recommendations to resolve customer inquiries through research and analysis

 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 relationships with numerous marketing and reservations departments to ensure customer satisfaction, loyalty and retention. Developed and maintained call center scripts in accordance with the legal regulations supplied by the State of Florida, Department of Agriculture, Division of Timeshare. Prepared and mailed customized documents including confirmation packages Tracked travelers for back end commissions.