Daniel Magana Email and Phone Number

- Lead regular sync-up sessions with outsourced Quality Assurance and CSAT teams to review current customer dissatisfaction trends with a focus on process improvements.- Collaborate with cross-functional teams to develop and refine outsourced training material.- Travel to our outsourced BPOs in Central and South America and the Caribbean. - Trained multiple outsourced QA and CSAT teams. - Lead and document frontline "focus group discussions" focused on CS process and Customer Experience improvements.- Perform audits to ensure outsourced team accuracy.- Report IKB discrepencies and suggestions to the Documentation team.- Provide regular support to outsourced QA and CSAT teams (reporting needs, admin requests etc).- Report current QA/CSAT trends to upper management.- Work with cross-functional teams to identify CS efficiency downfalls and provide recommendations for improvements. - Developed several internal Quality Assurance trackers, forms and guidelines.- Attend regular weekly meetings with BPO teams to review KPI metrics and QA/CSAT drivers.

- Supported a team of 11 T3 Agents who handled high level customer escalations globally.- Reported Agent KPIs to the Support Manager and provided coaching to the Agents to help them achieve their metrics.- Continued with the duties of Support QA.

- Performed weekly audits of cases handled by the T3 Support Team to check for troubleshooting accuracy and customer experience opportunities. - Determined areas of focus for Agent training and coaching based on the trends identified through weekly audits.- Assited in the development of the Quality Assurance guidelines and audit forms.

- Highest Tier of Support at Fitbit.- Handled Customer escalations via email and phone.- Member of the Executive Relations Team. Selected by upper management for outstanding performance and customer service. Took ownership of high level "VIP" cases and ensured they were resolved within 2 hours. - Resolved disputes submitted to the BBB. Reviewed case history and reported suggestions for process improvements and outsourced team member coaching when needed.

Sales Achievements:Consistently surpassed monthly sales quotas, demonstrating a strong track record of meeting and exceeding performance targets.Achieved an impressive 41% year-over-year increase in renewal sales, showcasing strategic sales and account management skills.Recognized for exceptional performance and promoted to Team Lead in June 2013, leading and guiding a team of 5 account executives.Acknowledged for superior sales performance and bilingual proficiency, granted additional responsibility for the Latin America territory.

Delivered continuous phone and email technical support to users of www.turnitin.com and other company websites, catering to a diverse audience including students, teachers, and key University decision-makers.Conducted live online product training sessions through platforms such as WebEx and Adobe Connect.Collaborated with development teams by performing monthly user acceptance testing on website updates.Translated and published 80% of website content from English to Spanish, enhancing accessibility for Spanish-speaking users.Produced and published training webinars in Spanish, expanding the reach of educational resources.Recognized with the "Customer Service Guru" award from management for consistently delivering outstanding service and support to all accounts.