Daniel Hoffmann Email & Phone Number

Chandler, Az, Us

Bournemouth, Dorset, Gb

Phoenix, Arizona, Us

Schaffhausen, Switzerland, Ch

Schaffhausen, Switzerland, Ch

Acronis is at the leading edge of Data Backup, Sync and Share, and Disaster Restoration software both in SaaS and on premise solutions.

Tempe, Az, Us

• Manage and oversee the daily operations of 110 employees globally who support GoDaddy’s Service Readiness Operations.• Directly supervise a Senior Manager of Advanced Technical Support, Program Manager of the Office of the CEO (OCEO), Supervisor of the Office of the CEO, and Project Manager of the UserVoice Program.• Collaborate cross-functionally with multiple internal departments, including Human Resources, Workforce Management, Learning and Development, Customer Insights, Product Teams, and Taskforce Teams. • Prepare staffing and volume projections, provide contextual data regarding customer insights to help prioritize training needs, review key project initiatives and HR initiatives, and present customer feedback regarding important bug fixes or feature requests for GoDaddy’s products and services.Key Accomplishments• Successfully delivered on a major company directive to reduce the size of the Quality Team from 50 to 10 employees. Restructured the team with zero employee turnover and successfully identified new roles for all displaced employees.• Helped spearhead the analysis for a Refund Task Force in 2016 that revamped GoDaddy’s refund policies and procedures. The project is projected to save the company more than $14 Million.• Identified a key customer pain point (a 24-hour password reset issue) during a review of escalated calls. Corrected the problem within 30 minutes for a projected cost savings of $5 Million.• Took over the responsibility of centralizing all technical questions asked by front line Support Agents, which allows Care Supervisors to focus on consultations and sales. This also provides the ability to scale and measure support costs for Tier 2 and successfully reduced average handle time by 1 minute. This translates to a project cost savings of more than $15 Million in support.

Tempe, Az, Us

• Managed the Global Outbound Operations department with 20 teams and 350 employees that generated more than $110 Million in annual sales revenue. • The Global Outbound Operations department contacted an existing customer base through various call campaigns designed to help customers grow their online business through the use of GoDaddy’s suite of products.• Directly supervised 2 Managers of Outbound Operations.• Ensured all call campaigns were performed as expected, reviewed campaigns in tests, and made recommendations for new calls.• Ran performance and culture contests for teams to ensure a positive environment for employees. Awards for contests included a Costco shopping spree, mortgage payments for a year, Final Four tickets, and multiple Super Bowl-related contests. • Reviewed international growth plans and laws and identified where GoDaddy could expand to new markets and what was needed to expand. Additionally, tested these markets to show proof of concept.Key Accomplishments• Increased revenue of the Global Outbound Operations department from $90 Million to $110 Million annually.• Introduced international dialing strategies for the UK and Australian markets. • Improved new revenue streams from 30% to 45% that provided longer-term growth for GoDaddy.

Tempe, Az, Us

• Managed the daily operations of an Outbound Customer Development Team with 275 employees that generated $90 Million in annual revenue.Key Accomplishment• Increased revenue from 40% to 45% and improved revenue per representative to $1,150.

Tempe, Az, Us

• Managed Specialty Teams with 200 employees that generated $70 Million in annual revenue; served in a new role for the company that was created with a new organizational structure.• Managed P&L, and performed high-level planning and goal setting.

Tempe, Az, Us

• Managed a billing department with 60 employees.Key Accomplishment• Successfully grew the department from $33 Million to $45 Million within a year.

Tempe, Az, Us

• Recruited, hired, scheduled, and created goals for the Hybrid Department, a new department for the company responsible for testing new marketing campaigns and taking Inbound Support calls when demand was high.Key Accomplishment• Grew the team from 8 to 15 agents with projected revenue of $2.7 Million. The department later grew to 4 teams across all Arizona sites.

Tempe, Az, Us

• Managed a team of up to 10 C3 Supervisors and 7 C3 Floor Leads with 3 Departments: Outreach, Appreciation, and Failed Billing.• Oversaw multiple call campaigns to improve customer experience and revenue opportunities for GoDaddy. Key Accomplishment• Grew the department by 2 teams that delivered $40 Million in revenue within 10 months.

Tempe, Az, Us

Held multiple roles from May 2006 - January 2008. Specific dates are listed below:Inbound Gilbert Manager (July 2007 – January 2008); Inbound C3 Supervisor (January 2007 – July 2007); Inbound C3 Floor Lead (September 2006 – January 2007); Sales/Support Rep. (May 2006 – September 2006)