Daniel Koufis Email & Phone Number

Reporting to Senior Vice President of Professional Services. Responsible for all reporting, tools, integrations and utilization within Professional Services, Data Processing, Client Services and Project Management groups. Lead weekly Project Intake meeting of Closed Won Opportunities, assessing Project complexity and assigning to Project Managers or Client Services leads. Tracking of all new Professional Services Revenue and net new Annual Recurring Revenue (ARR). Meet Professional Services Executives, CEO, Sales and to discuss new Professional Services Revenue, ARR activations, ARR backlog and Sales Pipeline. Member of Professional Services Senior Leadership (VP and Director level) meeting biweekly to discuss activations, resourcing, utilization, integration initiatives and issues facing PS, PM, CS and DP groups. Compose monthly and quarterly board presentations with monthly revenue, utilization, project health, revenue backlog and PS initiatives. Led Projects to integrate recent M & A companies into existing Doxim processes, tools, reporting structure. Manage Salesforce.com Administrator for all Client Services, Project Management, Development and Professional Services, servicing all Salesforce.com objects after closure of sale. (Closed Opportunities (triage), Cases, Projects, Assignments, Milestones, Billing Events, Timecards, Users and Permission Sets). Created numerous automations and two-way workflows between Salesforce.com Service and Sales Cloud to Jira, improving efficiency and visibility of both CS cases, PM Projects, Sales pipeline and Development tickets. Creation of over 500 Salesforce.com and Jira Reports and Dashboards, many automated to Executives and Managers daily. Streamlined company workflows from Prospect to Cash.

Lead Customer Care Department replacing the Director of Customer Care. Managed team of 9, responsible for all e-mail cases, calls and chats; responding to and troubleshooting general inquires, sales as well as complex technical issues, with department maintaining 90%+ CSAT. Reporting to Chief Marketing Officer https://www.forbes.com/sites/robdube/2019/04/29/do-good-one-executives-two-word-mission-to-make-business-better/?sh=54e962ca18fc. Member of the Senior Leadership Team, presenting biweekly to executive team on all customer facing operations, shaping company priorities and road map. Weekly measurement of Customer Care case management metrics and call data; customer satisfaction rating, first reply time, average response time, agent touches, solved tickets and overall case backlog. In addition to reporting of sales data, international shipment deliveries and exceptions and international abandoned carts. Launched and administrator of 7 eCommerce stores (Shopify single currency stores). Implemented an AI Chat bot (Ada Support) content and workflows to assist with Muse’s multilingual application launch. Led implementation of Salesforce Sales and Service Cloud. Helped launch Netsuite ERP software working with all company stakeholders for needs assessment, automating customer, sales order, financial transactions and inventory fulfillment. Executed automations between our ecommerce, case management, logistic/fulfilment and shipment tracking sites. Facilitating company-wide customer data clean up to enable sales to accurately engage leads, prospects and customers. Daily cross functional work with Product, Marketing, Finance, Development and Research teams. Work closely with the Legal team to draft and restructure product terms of sale, end user license and privacy policy agreement. Administrator for operations software: eCommerce (Shopify), ERP (Netsuite), Logistics (Shipwire) & CRM (Salesforce).

Toronto, Canada Area

Toronto, Canada Area

Led the the most profitable sales region, with Esri Canada’s largest Federal and Commercial clients, annually generating over $15 million in dollars in new Sales rev and $23 million in software renewals. Led projects to automate many internal processes, turning a paper-based organization into a fully automated subscription software renewal process. Helped implement Salesforce Service Cloud and the company’s revitalization of their ERP software and processes.

Toronto, Canada Area

Toronto, Canada Area

Responsible for project coordination for the Canadian Department of National Defence’s ‘Global Defence Network Services’ project and the Government of Ontario’s ‘Network Access Service’ project migrating each to the TELUS voice and IP networks. Analyzed and interpreted thousands of complex government requests for data, voice and secure network services. Responsible for over 3200 Internet Protocol (IP) and Switched Voice Service (SVS) Requests. Developed new strategies for process improvement and revised client's interface. Devised new methods for submitting client's IP Services which increased team productivity exponentially. Analyzed and verified internal and customer records, performing thorough analysis and correction of client's 1.9 million dollar monthly invoice. Received two Client Solutions Fulfillment Certificates of Excellence in 2011.

Toronto, Canada Area

Managed, coordinated, scheduled and coached a front line staff of 45 employees on a daily basis. Conducted employee interviews and monthly evaluations. Developed, implemented and maintained new procedures, which enhanced team efficiency and improved customer service. 2006-07 season the department exceeded revenue plan by $690,000. Received departmental employee of the month award on multiple occasions. Managed and coordinated numerous events, sales and special functions for Maple Leafs Sports and Entertainment.

Toronto, Canada Area

Toronto, Canada Area

Using a friendly and professional approach, was able to persuade customers of various organizations to pay their overdue accounts. Weekly stats of debtor payment were consistently ranked within the 90th percentile of team.