Daniel Liong Email & Phone Number

New York, Ny, Us

• Mentoring, coaching, and leading a team of 5 to 10 New Release Team Specialists who empower and assist our customers through the launch of beta products, policies and procedures in order to build an online presence through Squarespace• Collaborating across the organization with teams such as Product Management, Engineering, & Marketing to facilitate seamless beta product launches in anticipation of customer contact volume • Program managing our global Help Wanted & Residency program which allows Agents to work with various departments to gain exposure & experience in different areas of the business and has produced over 100 different career opportunities from 2018 to present day• Spearheading the Development Team’s global skill & career development initiatives by creating programming focused on career pathing and continual skill development as well as enabling the department to use a development budget to build relevant skills• Participating in the hiring process for Agents and Team Leads where I serve as the candidate’s first-round interview in order to identify competencies in customer service, teamwork, troubleshooting & technical aptitude, and adaptability (Agents) as well as accountability, building teams, communication, and directing work (Team Leads)

New York, Ny, Us

• Mentored and coached a team of 8 to 10 Customer Support Advisors who assist and empower our customers to build an online presence through the Squarespace platform• Coordinated the operational efforts for In-Person Workshops where New York-based customers would come to our office and learn the platform in 45-minute sessions • Oversaw the day-to-day operations of the Zendesk platform for our Internal Operations team and liaised to external teams at Zendesk to ensure a seamless experience for our Customer Support Advisors and Squarespace customers• Program managed the annual performance review process for our global department - calculated Agent metrics, processed recommended performance indicators, and expedited information to our People team in time for compensation reviews

New York, Ny, Us

• Advised our high-volume customer base through inbound email requests while maintaining a 10 interaction/hour pace and 90%+ customer satisfaction rating• Onboarded new hires and created learning content as a member of the Training Team

Ny, Ny, Us

• Led a team of four community managers to enhance the overall Capital One brand through direct, personal interaction with online users for the Capital One Mascot Challenge• Responsible for curating user-generated content within campaign’s social platforms• The 2013 Mascot Challenge generated over 120M votes and 105,000 social media fan submissions in large part to high interaction through social platforms

New York, Us

• Supported the day-to-day operations of Mattel’s Apples to Apples game account: daily community management, drafting content for social media platforms, and ensuring the team was on schedule for client deliverables• Created content performance reports examining how to better optimize Facebook and Twitter content, and generating monthly social media report cards which analyze the overall health of all Apples to Apples social channels• Assisted in the community management, collection of user-generated content (UGC), and data reporting of all other Mattel accounts (Barbie, Hot Wheels, Monster High, UNO, Scrabble)

• Assisted the current semester’s marketing group in learning how to successfully deal with clients and made sure marketing strategy goals were met• Mentored the group in-charge of re-branding the Creative Packaging Ideas (CPI) company through developing a new website, focusing on advertising, and developing a marketing strategy to differentiate the company from its competitors

New York City, New York, Us

• Created a superior user experience and stayed in touch with our fans through social media which drove our 1.4 Million Facebook fans to check our page daily for news• Generated daily competitive analysis reports of how our competitors were utilizing social media and how effectively were they engaging their users• Updated the Foot Locker Unlocked blog as a supplement to our Facebook news

Park Bench Marketing Group is an in-house marketing group comprised of Baruch College students. It allows students to work on pro-bono projects with business professionals• Worked closely with former Business Wire EVP and the Director of Executives on Campus of Baruch College to increase brand awareness and developed marketing strategies for the Executives on Campus program. Consulted on the design of the program's new website and developed a marketing campaign for the program’s 10th anniversary.• Assigned Project Leader for my group's client, Scratch Weddings, the wedding DJ division of Scratch Music Group. Created a social media campaign, which included a Facebook Contest, to attract new customers to use their deejay services.• Created promotional material in order to attract new clients looking for consulting from future Park Bench students.

• Spearheaded procurement opportunities to secure corporate contracts• Managed the social media outlets and coordinated online advertising efforts

Bba, Marketing Management, English

Bba, Marketing Management, English

Study Abroad Winter Program, Italian Renaissance, Culture, And Civilization

Education record