Daniel Kurtz Email & Phone Number

Portland, Or, Us

Hillsboro, Oregon, United States

Hillsboro, Oregon

Dedicated support point-of-contact assigned to specific top-ACV customers. Responsible for overseeing all support interactions and advocating for product initiates (enhancements and bug fixes on both customer and product side) to enable the customer to achieve success. Highlights:- Built support relationship with customer operations teams; regularly delivered updates in weekly calls and QSRs. - Managed all high-severity incidents and ensured swift engagement of internal… Show more Dedicated support point-of-contact assigned to specific top-ACV customers. Responsible for overseeing all support interactions and advocating for product initiates (enhancements and bug fixes on both customer and product side) to enable the customer to achieve success. Highlights:- Built support relationship with customer operations teams; regularly delivered updates in weekly calls and QSRs. - Managed all high-severity incidents and ensured swift engagement of internal resources, root cause analysis, and completion of any follow-up items. Show less

San Francisco Bay Area

Scrum master, administrator, and lead developer for SFDC Knowledge and Coveo SaaS platforms. Worked closely with the business department to analyze requirements and make recommendations for technical implementation. Instantiated standard scrum model and lead agile development team to ensure consistent delivery of new functionality. Participated in completing sprint development items, including declarative and programmatic changes. Provided operational support to about 2K… Show more Scrum master, administrator, and lead developer for SFDC Knowledge and Coveo SaaS platforms. Worked closely with the business department to analyze requirements and make recommendations for technical implementation. Instantiated standard scrum model and lead agile development team to ensure consistent delivery of new functionality. Participated in completing sprint development items, including declarative and programmatic changes. Provided operational support to about 2K end-users.Highlights:- Launched new internal knowledge based powered by Coveo - Designed and launched KCS workflow in SFDC Knowledge- Supported integration of Coveo across multiple internal teams, including Help pages and company products Show less

Sunnyvale, Ca

Product owner for SalesForce and RightNow CRM implementations. Responsible for CRM related requirement gathering within Customer Experience organaization. Worked with stakeholders to determine feature requests and priority for development. Delivered requirements and actively participated in agile development team with partner Central Technology organization. Regularly performed requirement review and platform evaluations for future implementations.Highlights:- Faciliated CRM… Show more Product owner for SalesForce and RightNow CRM implementations. Responsible for CRM related requirement gathering within Customer Experience organaization. Worked with stakeholders to determine feature requests and priority for development. Delivered requirements and actively participated in agile development team with partner Central Technology organization. Regularly performed requirement review and platform evaluations for future implementations.Highlights:- Faciliated CRM evaluation for migration away from RightNow- Managed and succesfully deployed SalesForce implementation within timeline- Deployed in-house Cisco CTI for RightNow and SalesForce Show less

Hillsboro, Or

Analyzed metric trends to provide reporting and suggest mitigating action items. Developed and maintained web-based reporting and production tracking tools. Coordinated across multiple departments to further actions in order to achieve business objectives. Responsible for maintaining operational reporting.Highlights:- Defined EPH and FCR metric calculations on new CRM platform- Designed and developed web application to display day-in-progress production metrics which the CRM was… Show more Analyzed metric trends to provide reporting and suggest mitigating action items. Developed and maintained web-based reporting and production tracking tools. Coordinated across multiple departments to further actions in order to achieve business objectives. Responsible for maintaining operational reporting.Highlights:- Defined EPH and FCR metric calculations on new CRM platform- Designed and developed web application to display day-in-progress production metrics which the CRM was unable to produce natively- Designed and developed agent scorecard system Show less