Daniel Troy Email & Phone Number

Suffield, Ct

Market Analysis based of both past and current pricing trendsEnd to end customer experience

East Granby, Ct

• Drive ASAT and Customer Satisfaction • Manage KPI’s and work with partners on developing coaching/development plans for successo KPI’s include Quality, Handle Time, CSAT, ASAT• Manage partner to call volumes and staffing• Develop recruiting with partner in a way that satisfies their HR requirements while meeting the needs of StubHub.com business• Partnership with internal and external training teams to ensure that the Training Curriculum is up to date and prepares employees for success right out of the gate.• Travel 25% or more

East Granby Ct, 06026

• Established a new call center: set up and tested new phone systems, provided training and floor support for both the agent as well as the management team. Relocated for the first 9 weeks to set the partner up for success• Provide ongoing, clear communication and act as a liaison between the partner and StubHub leadership, challenging the partner where and when it’s needed. This includes weekly operations reviews and monthly travel to partner’s location• Regularly review daily/weekly/monthly reports to ensure that partner meets/exceeds all KPI’s/metrics including AHT, Quality, NPS, CPH and RD contacts.• With a structure that is constantly changing I’m able to maintain composure, and use innovation to provide varied coaching methods in order to meet each agent’s needs. This approach also relates to coaching partner management.• Work effectively with other teams/departments throughout StubHub. Assumed role of Trainer for an East Granby new hire class. Received positive feedback on my value as a “Buyer Support” SME. • Continuously innovating different ways to keep our partners engaged while keeping productivity in mind.

East Granby Ct, 06026

• Regular review and distribution of team metrics to leadership and to the team as well• Worked with the Training team on a complete revamp of the new hire training agenda• Worked with various vendors to fill AWF roles• Led a team of direct reports, non-direct reports, insourced reps as well as outsourcing reps. In total, was responsible for reporting, mentoring and holding a team of over 100 reps in multiple locations.• Reported on NPS and innovated different ways to improve our numbers which were some of the best in ecommerce.• Developed a fraud prevention program that saved the company over 1.4 million dollars in an 11 month span • Took ownership of training new Inside Sales Supervisor, Steve Boucino in order for him to successfully join the team and lead them effectively• Promoted to Sr Supervisor in Feb 2014• Traveled to Roch NY once a quarter to work with our partners to set them up for success with new initiatives and goals• Traveled to major events to work with both coworkers and fans alike so that they enjoyed their experience with StubHub and became promoters of our business and return customers

East Granby Ct, 06042

• Ensured potential buyers had a positive experience with StubHub• QA score of 99.33% during my time as a rep in the department• Followed up on customer orders as needed to ensure they received the quality service that we’re known to give• Mentored both new hires as well as veteran reps due to my knowledge of StubHub as a whole and not just the sales department.

East Granby Ct, 06026

• Ensured customer satisfaction with their experience with StubHub.com• Acted as a liaison between buyers and sellers• Acting Supervisor when needed to provide leadership to floor and handle escalations• Sourcing representative as needed

Manchester, Ct

• Maintained overall security of building• Supervised a team of security guards to ensure building, staff and student safety• Communicated with guests and visitors• Assistant Baseball Coach for 7 years• Assistant Soccer Coach for 6 years