Dan H. Email & Phone Number

Boston, Ma, Us

* Providing best-in-class customer support for drivers and merchants via phone and email for the Mudflap app and Fuel Card

* Managed Senior Customer Experience team along with a team of 100+ BPO agents.* Managed nationwide Enterprise Partnerships (Rite Aid, Total Wine & More, Gobrands, and more) from initial process implementation to cross-company pilots and expansion phases, encompassing 3000+ retail establishments, with $10.7M incremental order revenue gains in 2023, accounting for 15.8% of Drizly ’s total order revenue in December. * Oversaw multi-step hiring and promotions process for Senior and Frontline teams, led interviewer training, and created a new interview question format.* Trained and directed our Social Media team of 6 agents to respond to inquiries daily via multiple channels including as Facebook, Instagram, and Twitter.* Developed and applied team KPI's, including CSAT, QA, TTR, First Response Time, etc. My team ended H2 2023 with the highest average QA score, fastest TTR, highest CSAT, and highest average Occupancy.* Refined Trust and Safety procedures for all teams, including working with stakeholders from Legal and Leadership to create new processes. * Served as a vital liaison between engineering teams and customers during critical incidents in Situation Rooms, overseeing communication and resolution strategies to ensure customer satisfaction and trust.

Managed a team of Customer Experience representatives along with a team of 100+ BPO agents, constructed and distributed metrics, furthered goals and advocated for my team and the broader organization, oversaw social media including Twitter, Facebook, and Instagram, Customer Experience Enterprise account liaison, time sheets, oversaw agent performance, held regular 1:1's and team meetings.

Improving the experience of our customers, retailers, and agents through data collection, analysis, and training. Working to develop the skills of multiple internal teams through grading, coaching, and process improvements.

Providing quality support for senior-level issues to our retail partners and customers via inbound phone calls and emails.

Provided top-quality support to our retailer partners and customers via phone and email support tickets, with over 47,000 tickets solved.

Substitute Teacher, K-6

Worcester, Massachusetts, United States

* Manager at Call Center focused on outbound call fundraising* Managed team of 20+ representatives* Established and tracked KPIs and metrics* Ran regular team meetings and 1:1s* Established scripts and call trees

Worcester, Massachusetts, United States

* Call center employee working on various fundraising campaigns