Daniel Rounds Email & Phone Number

United States

Providing B2B support to organizations with Contact Centers to optimize performance through cost efficiency and revenue generation, while fostering an exceptional experience for customers and team members alike.By deploying a disciplined and documented approach to centralized centers of contact across both traditional and digital channels, we enhance the ability to understand individual customer needs, optimize the service interactions we have with them, and forge deeper more beneficial relationships with each individual.

Albany, New York Area

Delivering on the foundation of Distribution Excellence through leadership of a multichannel member experience. Leading the development and execution of enterprise technology solutions and deployment of top talent to maximize the member experience throughout the branch network and through other remote channels including Voice, IVR, Video, Email and Web Chat.

Buffalo/Niagara, New York Area

Responsible for the leadership, production, and administration of a department of Contact Center team leaders and specialists (~400 FTE). Accountable for ensuring specialists provide superior client services by resolving internal and/or external client inquiries, account servicing, resolving client issues and problems, exploring opportunities to sell additional products and services and making qualified sales referrals. Responsible for strategic positioning and direction of a department.

SENIOR-LEVEL CONTACT CENTER EXECUTIVE offering extensive experience in the design and execution of various Contact Center strategic initiatives, which have consistently delivered desired outcomes and achievement of bottom line objectives. Qualifications include a diverse background in all areas of Contact Center operations including Client Experience & Satisfaction, Sales, Talent Management and Development, and Operational Risk Management. Possess strong ability to think critically and communicate effectively; collaborative work style with the ability to effectively engage business partners across the enterprise. Over 15 years of Contact Center experience, with a proven track record of sound operational execution and cost control, while strategically scaling the business for continued growth and increased operating leverage.

Responsible for the Bank’s Retail Customer Experience TeamCreation of enterprise-wide Customer Experience Team, designed to respond, research, and resolve all Executive Escalations for First Niagara, as well as all regulatory and consumer protection agency complaints, with direct oversight of 3 dedicated Customer Advocates.

Responsible for Retail Contact Center OperationsManaged (8) Contact Center teams across (2) locations with oversight of approximately 150 customer service representatives and department supervisors. Responsible for providing Inbound/Outbound Phone service and sales support, and Online Banking/Mobile Banking service and sales support for all Retail clients.Responsible for tracking, analyzing and reporting upon various Contact Center performance results including Sales, Service, and Quality Assurance Goals.