Daniel Pham Email & Phone Number

Manage and coach Maintenance Administrators to research and resolve dispatch issues for high endcustomers in an outbound call center. Agents are responsible for ensuring a tech is dispatch within access time given for emergency services such as police stations, hospitals, etc. Manage agents to meet organizational goals such as efficiency, adherence, and ticket duration. Responsible for performance reviews, attendance coverage’s, training, safety, and goal setting. Complete quality reviews with MSOC methodology to ensure compliance with processes and procedures. Handle customer escalations and complaints until resolution

San Ramon, Ca

Responsible for the coaching and developing service representatives in an Inbound Call Center. Agents are responsible for clearing all order fallout and meeting the customers due date. Responsible for meeting center and organizational goals such as: On Time Delivery, Past Order Due Date, Individual Efficiency, Adherence, Lost Time and First Touch Resolution. Provide a high level of coordination and flexibility working with other work groups to meet customer commitments. Responsible for HR employee issues, performance reviews, attendance coverage’s, training and goal setting. Work on various projects to improve process and procedures to provide quality customer service. Handle customer escalations and complaints until resolution.

San Ramon, Ca

Manage 15-20 technical support employees and contractors’ efficiency, repeat rate, and customer service results-TACR!FT in an inbound call center. Effectively communicate via MSOC huddles, walkabouts, and tailgates on new or revised technical processes and procedures and customer service skills. Work across AT&T departments to maximize customer satisfaction and minimize cost to business. MSOC-develop and implement Individual Action Plans and Performance Improvement Plans for underperforming agents. Handle customer escalations and complaints until resolution.

Dublin, Ca

Prepare force models for future force forecasting for 5 various Inbound and Outbound Call Centers. Evaluate tours to verify sufficient force coverage at all times. Coordinate annual vacation canvass. Negotiate annual vacation numbers with CWA. Provide direction and clarification on HR practices. Process and manage vacation books the various title. Work with supervisors to prioritize projects, training, mandatory coverage's and assigned time based on needs of the business. Interact with all levels as it relates to labor issues. Evaluate future work and call volume forecasts to determine overtime needs.

Bachelor'S Degree, Sociology, Graduated Cum Laude

General Education