Daniel Haslam Email & Phone Number

Boston, Massachusetts, United States

• Elevated team performance, maintaining a team average 95% CSAT rating and an average 4 minute initial customer response time in 1 year, resulting in sustained customer satisfaction and loyalty.• Unified writing style, phone handling, and troubleshooting methodologies across team.• Implemented standardized procedures for the team’s bug escalation process via Jira workflows, improving ticket triage time from an average of 3 days to 1 minute.• I developed a team tiering structure, which clarified responsibilities for reps by aligning them with ticket complexity.• Administered Intercom and HelpScout platforms, refining routing practices and implementing customer outreach triggers resulting in an average median monthly response time of 2 minutes in my first year.• Spearheaded daily management, coaching, and operational excellence of the customer support team. Standardized internal process frameworks to enhance cross-departmental collaboration, ensuring a unified approach to customer interactions.

Boston, Massachusetts, United States

• Served as mentor and coach to Tier 1 Support Staff, improving proficiency in handling complex customer issues and escalated cases.• Identified and escalated over 130 critical bugs to the Engineering team in 1 year, expediting the resolution process and contributing to the enhancement of Robin reliability.• Utilized Sumologic and SQL databases to diagnose and resolve integration issues.• Successfully maintained video documentation for the Help Center with over 63,000 views, improving with self-help customer resources.

Boston, Massachusetts

• Resolved an average of 162 technical issues monthly via live chat, email, and screen sharing, achieving a CSAT score of 94% in 4 years, boosting customer satisfaction and loyalty.• Played pivotal role in bridging gap between customers and the product team by effectively diagnosing and documenting bugs across multiple platforms, including dashboard, mobile, tablet, and plugins.• Led training of new hires on Robin platform and troubleshooting tools such as Sumologic and Sequel Pro, enhancing team capability and service quality.

Greater Boston Area

• Executed web solution deployments across multiple Sitecore instances, enhancing digital presence and functionality in web accessibility (ADA Compliance/WCAG).• Collaborated closely with project managers to ensure timely delivery of initiatives, adhering to strict deadlines.• Rigorously tested new web pages in support environments, ensuring high-quality standards prior to production release.• Mastered requirements gathering and specification writing for web pages via JIRA, aiding engineers in developing new features for agile projects releasing features on 2 week cycles.• Conducted client communications and demos, showcasing new features and web pages.

Greater Boston Area

• Provided crucial technical support to sales representatives during demos, enhancing their ability to engage effectively with prospective customers.• Addressed complex technical issues in diverse environments, including Salesforce, Zoho, HubSpot, MS Dynamics, and Marketo. Managed onboarding of new customers and oversaw the migration of existing customers to the latest platform and Analyzed API logs.• Trained new hires and customers on complex integration platforms, enhancing proficiency and adoption.• Ran weekly customer training sessions and webinars, contributing to higher customer engagement.

Greater Boston Area

• Analyzed API logs and reported potential bugs to enhance product development and engineering efforts.Trained for new hires and customers on complex integration platforms, enhancing proficiency and adoption.• Utilized JSON data readers to effectively debug software APIs, playing a pivotal role in maintaining software performance and reliability.

Newton

• Partner with internal clients to leverage data to create, implement, and support weekly, monthly, and reporting analysis for the team and clients. • Utilize macros to generate excel based reporting. • Generate reports to meet daily deadlines. • Format, sort and record IT marketing data to conform to corporate standards and customer requirements.• Mentor and training of new hires.

South Boston

• Work collaboratively on each Boutique with others on the team including, Fashion Stylists, Event and Site Producers, and Merchants.• Input data into computer system requiring high level of accuracy and attention to detail.• Help to oversee the samples of product for RueLaLa Boutiques and organization of company’s shipping and sales documents.