Daniel Healey Email & Phone Number

Denver, Co, Us

• Developed and implemented a comprehensive new hire onboarding and training procedure spanning Support and Sales departments, employing a structured four-stage approach that ensured employees achieved full functionality within six months of their start date.• Crafted a client implementation curriculum utilizing a phased training session model to enhance product knowledge, resulting in successful onboarding of clients within 4-6 weeks post-signing.• Enhanced retention rate from 92.4% to 96.2% over the past two years by enriching customer self-service options, providing extensive documentation, and restructuring client follow-up frequency during their initial five years.• Spearheaded the launch of a commission plan for the success team, linking incentives to departmental and individual retention rates, as well as upselling add-on features, leading to a 4.7% increase in annualized revenue.• Enlarged educational opportunities for team members by initiating a Udemy Business account, allowing them to expand their expertise in engaging virtual training, SEO, and customer relations best practices.• Directed the recruitment, hiring, coaching, and mentoring of all Support and Sales team members, fostering a high-performing and cohesive workforce.• Implemented Learning Management Software for new hires and clients, facilitating comprehensive product knowledge and reducing the onboarding window.• Conducted thorough analysis of KPIs across tickets, calls, and onboarding for the success team, informing individual and company goals related to satisfaction and areas of improvement.

Denver, Colorado, United States

• Maintained an exceptional team satisfaction rating of 97% year over year by delivering outstanding customer service and conducting comprehensive training sessions via phone, web meetings, and tickets.• Achieved an impressive first reply time of under one hour, surpassing the national average by 9x, through strategic utilization of built-in Zendesk features and efficient time management across team members spanning multiple time zones.• Streamlined cross-departmental communication with the corporate billing department, resulting in a significant reduction in reply time to 65 minutes and an increase in overall satisfaction to 93%.• Proactively resolved customer escalations pertaining to support and billing inquiries by engaging in personalized calls and meetings, effectively reaching mutually beneficial solutions for all parties involved.

Woodbury, Ny; Lakewood, Co

Maintain expert knowledge on continuously updated product and functionality. Train clients on all aspects of software to ensure successful setup and use of product. Import historical data and mass data entry. Ongoing customer support through email, calls and additional web training's. Demonstrate and sell product for new clients. Demonstrate and sell additional features to existing clients. Generate and test ideas to improve product and overall customer experience. Train new and existing employees.

Ensure best possible customer experience through a friendly and courteous manner. Display expertise in the latest and greatest in supplements. Determine the needs of the customer and upsell products that would best fit their nutritional goals and lifestyle. Meet and exceed company sales expectations on a daily and weekly basis. Train and coach new and existing employees.

Prepare and package customer orders for pick-up and delivery. Restock inventory as needed. Deliver orders to customer’s homes and various businesses.

Assess the quality and effectiveness of a home owner’s exterior features of their home. Through door to door, retail, and special event marketing and sales promote brand awareness while interacting with customers face to face.

Take customer orders and attend to their culinary needs. Maintain store cleanliness and appearance. Train new employees in all aspects of the business. Cash/Deposit handling and counting.