Daniel Mcphee Email and Phone Number

Achieved progression to higher levels of responsibility for navigating continuous improvements in technical business applications and leading by example in delivering high-quality solutions. Ensured client success for enterprises and consumers serving as a trusted support adviser during periods of evolving digital transformation in the face of ambiguity.Leverage expertise in technology, business systems support, with Agile and Scrum project methodologies to lead a diverse team of 16 remote and on-site employees to facilitate the customer experience across all channels (portal, mobile application, interactive voice response (IVR), online chat, and customer communications). Handle escalated technical issues ensuring a high level of professional and effective resolution. Conduct root cause analysis to identify, audit, diagnose, troubleshoot, and recommend solutions to NOC and engineering teams. Gather requirements for process designs, system changes, testing, analysis, and KPI reporting.Accountable for end-to-end projects centered on enhancing the customer experience including troubleshooting flow lifecycle, data driven process improvements and troubleshooting network issues. Conduct thousands of interviews for talent acquisition using winning recruitment strategiesIncorporate cloud-based server data from Excel spreadsheets into Tableau and PowerBI using SQL table queries to analyze business information and identify trends to calculate improvements focusing on user experience, behaviors, and targeted demographics.

Honed customer experience, supervisory, troubleshooting, and information systems skills serving as a trusted resource and liaison to clients, functional units, and field technicians. Addressed complex issues involving wireless networks, email servers, internet (speed, latency, packet loss), and VoIP porting & protocols.Handled over 50 inbound calls daily applying active listening and calming phone etiquette to promptly resolve potential conflicts. Averaged overall top 10% performance in department for 2 years in a row.Core Understanding of HTML, DNS, Java, and networking OSI model to effectively resolve issues.

•Diligently gathered customer information from five dealerships to input into a proprietary database. Generated ongoing reports for the CEO to track vehicle sales and dealership inventory.