Daniel Keane Email & Phone Number

Lorain, Oh, Us

North Olmsted, Ohio

• Manage day to day operations of the customer service department and inbound Call Center. Coordinate work to support even work flow between department employees, Co-Facilitate team meetings with Department Manager, Analyze and update online format of all training material, Work in real time with Route Supervisors and Dispatch to ensure completion of customer pickups• Ensure adequate phone coverage, measure accuracy of response, and provided phone-based coaching techniques on etiquette and appropriateness in resolving customer issues. Coordinate between multiple departments• Create auto-dialer calls for pick up delays, Update all reports for executive management to discuss departmental performances and future initiatives, Audit reports and review contracts, Interview, hire, train and terminate employees.

• Collaborated with eight managers to oversee 125 agents between Dallas, TX and Cleveland, OH. Directed call calibration meetings to discuss consistency factors for metrics management.• Ensured agent improvement by providing effective feedback, coaching, training, professional development, and corrective action plans to meet monthly metric goals • Formulated new training material with the Quality department to analyze service data, recorded calls, and customer surveys to identify areas of service delivery that did not meet performance standards. • Worked with the Office of General Counsel to resolve any complaints. Responded to escalated customer and agent calls for service an agents issues.• Reviewed customer life insurance policies and followed federal, state, and local laws regarding any policy change requests, loans or cancellations.

Amherst, Oh

• Supervised a 20 agent inbound customer service team and provided daily shift coverage for as many as 60 agents. Managed day‐to‐day operational metrics such as absenteeism, attrition, in‐chair occupancy, reliability, schedule adherence, escalations, and payroll. Monitored calls according to specified policies, thresholds, and procedures.• Managed staff in accordance with company policies, procedures, and client metrics. Maintained confidentiality of sensitive data to ensure compliance with federal and state legislation/regulations, internal policies and procedures to prevent and/or minimize potential liability. Responsible for the engagement and development of agents, communicating and affirming directives, and coaching action plans.• Partnered with Site Director to select, train, and promote 35 team leads to assist supervisors. Evaluated agents for future management positions. Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department. Provided detailed monthly departmental reports and updates to senior management.

Beachwood, Oh

Customer Assistance Account Manager I and II• Managed portfolio of 150 day or less delinquent credit accounts. Maintained loan loss under 5% with an overall delinquency rate below 4%.• Selected by management to create two new departments within Customer Assistance.• Mentored new employees for departmental and personal successSenior Credit Analyst• Analyzed credit worthiness and approved over $2.8 million in loans monthly. Established loan and repayment solutions practical for the customer while still profitable for the bank. Senior Mortgage Consultant• Reviewed credit bureau, equity positions, and loan documents to ensure successful loan closure• Followed U.S Government, Fannie Mae, and Freddie Mac guidelines for loan quality on 1st, 2nd and equity mortgage loans.AWARDS• Received 1 of 2 Customer Commitment Award’s in 2004 for customer service superiority in Customer Assistance department of 385 eligible employees. Received 11 customer commendation awards for exceptional work.• Worked as team liaison for volunteer programs within City of Cleveland school systems

Lakewood, Oh

• Managed and trained 25 Data Entry Operators for major medical insurance companies.• Collaborated with hospitals, doctor offices, and other medical professionals to submit materials in an efficient manor• Developed and implemented a training program that decreased agent error 14% year one

Cleveland, Oh

• Led department of 15 Phone agents and trained all new Communications department staff. Educated operators and other hospital employees on PBX and Audix systems.• Liaison between hospitals for transportation of organ transplant patients and doctor location transfers. After hour on call coordinator for Doctor paging service. Contact coordinator for V.I.P patients • Set coverage schedules for over 50 employees. Created official department memos outlining any permanent or temporary department policy changes.