Daniel Finney Email & Phone Number

Costa Mesa, CA, US

El Segundo, CA, US

• Built the Expansion department from the ground up, with a focus on sales to existing customers and product adoption.
• Recruited, hired, and trained the Expansion team as well as provided on-going coaching and development.
• Established new processes, procedures, training documents, rules of engagement, and playbooks for the department.
• Exceeded Targets for Q1 by 125% for new product launches
• Created reporting in Hubspot/Salesforce to measure KPI’s and goal attainment which I reported monthly to C-suite.
• Identified/established new sales funnels through marketing campaigns, webinars, customer research, partnerships, and referral programs that added a new revenue stream for the company.

New York, NY, US

• Improved CSAT scores 15% through coaching and developing sales managers and associates.
• Increased NMLS exam pass rate to 72% (industry-standard 53%) while reducing both attrition and overhead via acomprehensive NMLS training plan.
• Identified crucial gaps and developed standard operating procedures (SOP) and trainings to resolve, increasing efficiency and improving customer experience.
• Boosted conversion 23% and exceeded revenue projections 40% by redefining the sales associate role for a key partnership with Ally.
• Decreased customer escalations 40% through advanced sales techniques and soft skills training.
• Received numerous awards, including Top Performing Team, Most Collaborative Team, and Most Customer Focused team, as well as recognition as the only front line manager to receive a perfect score during the yearly review.

• Built the entire customer experience department from the ground up, including customer support, online chat, retention, and technical support teams.
• Achieved a 92/90 ASA (80/120 target) and an abandon rate of 5% (14% target).
• Leveraged remote work, temp agencies, and 3rd party vendors to reduce overhead 50% without impacting customerservice levels or efficiency.
• Boosted efficiency 25% by consolidating multiple systems and introducing more effective tools and solutions.
• Reduced chargebacks to.6% and decreased refunds by 21%, retaining $100K in previously lost revenue monthly.

Jacksonville, Florida, US

• Improved book of business and account load capacity 26%, via in-depth needs analysis.
• Determined growth areas and innovated process improvements to streamline operations and remove redundancies.
• Increased NPS score to 9/10 by positioning team to the forefront of industry trends and standards.
• Decreased customer churn to <1% through retention strategies and consultative loyalty techniques.
• Boosted department revenue by $4M through cross-selling and upsell initiatives.
• Hired, onboarded, led, and developed for 3 teams across offices in AZ, NC, and FL.

Jacksonville, Florida, US

• Drove full lifecycle project management, defining scope, identifying requirements, and executing all deliverables on time, within scope, and on budget.
• Created and launched project trainings for 9 locations across the US and Canada as well as remote learning.
• Chosen to serve as organization brand ambassador for small business summits, seminars, and conventions to increasebrand awareness and help educate small business owners on ways to improve online presence.

Jacksonville, Florida, US

• Led, coached, and developed a team of 160 consultants across multiple platforms, cultivating a positive atmosphere and collaborative culture to consistently exceed KPI targets.
• Reduced churn 25% while enhancing the overall customer experience through data-driven process improvement.
• Leveraged a collaborative sales approach to maximize cross sell and upsell opportunities and generate $840K annually,40% above goal.
• Improved customer experience and decreased abandon rate 12% via ongoing coaching and training to optimize call performance and enhance overall standards.
• Collaborated with product teams to innovate a proactive solution for a product issue impacting 7k+ customers.
• Recognized as the go-to for complex escalations, resolving 100% of customer concerns without further escalation.

Computer Networking, Ccna

Network And System Administration/Administrator