Daniel Maceda Email & Phone Number

• Co-led training sessions for new hires.• Created & implemented training/material.• Targeted trends in existing training/material & implemented improvements.• Conducted individual coaching sessions and provided feedback.• Facilitated daily support to new hires through consistent education, aiding learning & development.

• Led newly formed production team consisting of 6 agents and 1 lead.• Oversaw expansion of production team to 11 agents and 2 leads as part of larger departmental reorganization.• Coordinate with the QA department on review of agent performance and implemented coaching with agents for areas of opportunity as needed.• Facilitated daily support to agents through continued education and support.• Utilized expanded date/metrics for purposes of coordinating team goals/production levels.

• Co-led training sessions for new hires.• Created & implemented training/material.• Targeted trends in existing training/material & implemented improvements.• Conducted individual coaching sessions and provided feedback.• Facilitated daily support to new hires through consistent education, aiding learning & development.

• Handled escalated customer calls. • Assisted representatives with complex files requiring in-depth operational knowledgeand critical thinking.• Provided coaching and constructive feedback to call center representatives, from new hires to Senior Customer SuccessSpecialists.• Executed Real Time Analyst duties which included pulling call data to update hourly reporting and the monitoring of agent statuses to maximize productivity within the Customer Success Organization.

• Tranisitoioned from outside vendor to employee handling calls to vehicle owners, shops and carriers• Utilizes CRM technology to log customer interactions.• Documented all files to SOP compliance.• Manages and sets expectations for customers around required information, processes, and deadlines across multiple carriers..

Philadelphia, Pennsylvania, United States

• Handled a high-volume amount of outbound calls in a remote call center setting with a high sense of urgency.• Utilizes CRM technology to log customer interactions.• Maintains detailed files for documentation.• Manages and sets expectations for customers and shops around required information, processes, and deadlines across multiple carriers.

Philadelphia, Pennsylvania, United States

• Initiated calls to families with potential exposure to Covid-19

• Coordinated interactions between members, health insurance customer service reps, and medical offices.• Data Entry of survey responses and medical appointment bookings as appropriate.

Washington, District Of Columbia, United States

• Served as main point of contact for all clientele, handling all aspects of customer service• Primary point of contact for all phone orders and inquiries• Data entry inclusive of ordering of food and beverage during shift (point of sale systems) and reporting post shift (word, excel, google docs)• Managed and responded to all email and social media inquiries• Served as the construction and renovation manager throughout the development and opening process of “The Pinch,” Including overseeing all contractors and city licensing procedures and reviews• Managed annual budget of more than $500,000; managed daily shift financials and handled completion of appropriate paperwork• Hired and trained all bar and restaurant staff; Oversaw a total staff of 10 for both front of house (FOH) and back of house (BOH)• Handled all marketing and promotion, including booking of bands and entertainment

Washington, District Of Columbia, United States

• Served as main point of contact for all bar clientele, handling all aspects of customer service• Data entry inclusive of ordering of food and beverage during shift (point of sale systems) and reporting post shift (word, excel, google docs)• Managed and responded to all email and social media inquiries• Primary point of contact for phone orders and inquiries.• Oversaw total staff of 11• Managed daily shift financials and handled completion of appropriate paperwork

Washington, District Of Columbia, United States

• Served as main point of contact for all clientele, handling all aspects of customer service• Primary point of contact for all phone orders and inquiries• Data entry inclusive of ordering of food and beverage during shift (point of sale systems) and reporting post shift (word, excel, google docs)• Made and served drinks, and served food

Washington, District Of Columbia, United States

• Served as main point of contact for all clientele, handling all aspects of customer service• Primary point of contact for all phone orders and inquiries• Data entry inclusive of ordering of food and beverage during shift (point of sale systems) and reporting post shift (word, excel, google docs)• Managed and responded to all email and social media inquiries• Oversaw total staff of 40• Made and served both drinks and food; assisted in development and creation of signature drinks• Handled marketing and promotion

Regents Diploma, Honors/Regents High School/Secondary Diploma Program

Education record