Daniel Mastrianni Email & Phone Number

Trenton, Nj, Us

Mount Laurel, New Jersey, United States

- CCTV- Video Surveillance Solutions (VSS)- Access Control- Intrusion Detection System (IDS)- Low Voltage Installations

Warminster, Pennsylvania, United States

Managed a team of 8 support agents.Constructed several visual decision tree flows that enabled our support agents to function autonomously and increase productivity.Solved 2,025 tickets across the first 6 weeks in the role, representing a 408 ticket increase.Experimented to see how many tickets it is possible to solve in a day (114 tickets). This acted as a precedent to determine support agent goals, identify agent performance issues, and help better understand the tools that agents need to be more efficient.Processed tickets out of Jira and Zendesk.Crafted articles and forms in Zendesk that were posted on our customer support page.Developed standardized responses for support agents to utilize to answer customers in a more timely manner.Created an automation to automatically close tickets that did not receive a response in 3 days with a message inviting the customer to reopen the ticket if they required additional assistance.Maintained supplier relations by answering support tickets escalated from suppliers and partaking in weekly meetings to inform each other of any pertinent issues and information.Utilized the constructed visual decision tree flows to establish the RMA process with suppliers.Received direct feedback from suppliers that customer service has seen a significant improvement due to these new initiatives.Lead coordination across departments to ensure quality service and work towards bringing total unresolved tickets to a manageable level.

Warminster, Pennsylvania, United States

I wore many different hats in this position. Below are the outlined responsibilities:Managed the onboarding of our CRM:Communicated with a Netsuite consultant and established due dates for when action items should be completed over several months.Developed standardized sales forms (Quotes, Sales Orders, Purchase Orders, Invoices), resulting in a more professional appearance across all documents.Customer Support responsibilities:Generated customized orders for customers with backlogged orders by substituting with comparable products for faster shipping (30-40 inquiries a day).Inside sales responsibilities:Worked out of NetSuite and communicated daily with 5-10 B2B customers regarding quote creation and fulfillment of their orders.Planned meetings, events, and reservations and assisted the VP of Sales and the sales team.Collaborated with the warehouse team in weekly morning meetings to ensure high priority was placed on B2B orders for a quick fulfillment process.Promoted the business development brand at trade shows and networked with clients and business partners to improve relationships.Warehouse Responsibilities: Assessed 100-200 defective units, packed, filed, and determined if the RMA was approved.Fulfilled items for inside sales customers by picking, packing, and shipping.Trained warehouse employees on the return process via my decision tree workflows.

New York City Metropolitan Area

Macy’s Summer 8-week internship in New York City canceled due to COVID-19Instead, a virtual Intern Event was held to give us interns exposure to senior leadership from various departmentsFeaturing six of Macy’s high-level executives

Monitored 50+ gym patrons and ensured gym guests were out of harm's way.Created a welcoming environment amongst fitness assistants and gym patrons. Enforced all facilities' rules and guidelines while maintaining customer satisfaction. Maintained the facilities equipment cleanliness and the organization of all gym weights

Ocean Township, Nj

Ensured the safety and well-being of 100+ guests a day in and around the swimming pool area. Provided excellent guest service and created meaningful relationships of trust with the patrons. Effectively addressed all issues, complaints, and concerns of pool guests. Conducted safety inspections of pool equipment, facilities, and kept up with the maintenance of the pool.All the above polished my communication skills and significantly increased my attention to detail.