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

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

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

Education record