Daniel Long Email and Phone Number

● Responsible for Chat and Email channels, over 100 associates and 6 managers to ensure our customers are engaged efficiently and are provided a noticeably better experience ● Tactical emphasis on customer experience management, de-escalation management, quality management, workforce planning, recruiting, coaching, and training● Closely worked with Contact Center Director, to develop appeasement reporting. Now used to find outliers; and assist our finance team with budgeting… Show more ● Responsible for Chat and Email channels, over 100 associates and 6 managers to ensure our customers are engaged efficiently and are provided a noticeably better experience ● Tactical emphasis on customer experience management, de-escalation management, quality management, workforce planning, recruiting, coaching, and training● Closely worked with Contact Center Director, to develop appeasement reporting. Now used to find outliers; and assist our finance team with budgeting ● Creation of productivity reporting for Chat and Email channels. This assisted team managers to more effectively coach and train associates to be available to assist customers. Giving the managers an in-depth, granular look at what their associates are doing while working in the Chat and Email functions● Extreme emphasis on associate and supervisor development to include, coaching, SMART goals, quality engagement, daily conversations and metric accountability● Responsible for improvements in processes, associate training and contact efficiencies that directly influence customer surveys, which include Net Promoter Score Show less