Daniel Dunn Email & Phone Number

Freehold Township, Nj, Us

New York City Metropolitan Area

Lawrence Township, New Jersey, United States

-Assist in analyzing, reviewing, and implementing department processes to recommend improvements or alternatives to increase team competency, including reporting on team performance and case management practices between partner teams.-Assigned team escalation matters to assist management with Customer Experience.-Gather data by utilizing basic functions of SQLyog and creating new or modifying existing Salesforce reporting tools to provide feedback on team performance and opportunities for improvement.-Involved in continuing meetings with Development teams to review features being implemented into new and existing company web products.-Coach and mentor new team members on individual growth and processes through one on one check ins and ad hoc sessions.-Continuously update and add new Knowledge Base articles for internal team and customer reference on platform features and functions.-Participate in the interview process of potential new hires and provide feedback back to management team to determine fit of culture and responsiveness to daily job responsibilities.

Lawrence Township, New Jersey, United States

-Assist in analyzing and reviewing department processes to recommend improvements or alternatives to increase team workflow, including weekly team statistics and reporting on phone queue performance and case management practices.-Organize department workforce management schedules to ensure proper coverage and assigned tasks are completed.-Assigned team escalation matters to assist management with Customer Experience. -Manage flow of client cases in triage role to ensure appropriate resources are used, and facilitate tasks across departments to reach resolution.-Utilize basic functions of SQLyog to gather database information.-Involved in continuing meetings with Development teams to review features being implemented into new and existing company web products.-Train and mentor new employees on team processes and tools used in a supporting role.-Continuously update and add new Knowledge Base articles for internal team and customer reference on platform features and functions.-Participate in the interview process of potential new hires and provide feedback back to management team to determine fit of culture and responsiveness to daily job responsibilities. -Participated in Employee Engagement Team for Support department to focus on team building and employee net promoter score (eNPS) within the company.Billtrust accelerates cash flow by automating invoice delivery, invoice payment and cash application. Companies can improve operational efficiency throughout the invoice-to-cash process with electronic invoicing and payments in a flexible, cloud-based solution. Finance executives and A/R specialists love and recommend Quantum, Billtrust’s payment cycle management solution, for the remarkable cost savings, ease-of-use, and improved customer satisfaction rates.Check out our website to request a demo, https://www.billtrust.com/request-a-demo/, to learn how Billtrust can help your organization!

Neptune, New Jersey

- Answered questions and delivered support to customers with varying degrees of product knowledge and technical proficiency.- Evaluated and analyzed reported symptoms to determine customer issues.- Triaged cases to appropriate teams and resources as needed.- Provided product or workflow alternative solutions to simplify work process.- Recognized trends to proactively resolve issues prior to disruptive service to customers.

Eatontown, Nj

- Lead customer service liaison for primary client, the Social Security Administration’s national offices, ultimately responsible for $30 million plus in revenue. - Created and implemented training materials to be used for current and future newly hired employees while conducting training sessions and evaluations of progress.- Coordinated resources (i.e., new and replacement hardware, installation field technicians) based on multiple customers’ scheduling priorities for video conferencing. - Instrumental in troubleshooting large issues - identifying root causes, assessing technical requirements, and assigning availability of resources. - Established professional relationships with customers to provide personalized support and better forecast future needs for possible up sells; greatest priority is to meet expectations on a timely basis. - Prepared daily management reports identifying significant issues that impede service. Provide recommendations to better handle changing trends.

Iselin, Nj

- Ensure the accuracy of product related information converted to merchandise labels prior to tagging and shipping.- Analyze information on garments and fabrics after testing to ensure quality before production and distribution.

- Participated in market penetration campaigns which included the collection of census data and coordinating of channel marketing within NJ regions, as Verizon FIOS service became available. Agreement between Verizon and employer was not renewed.- Reported on brand perception based on market research conducted during promotional events that involved potential and existing customers.

- Assisted in the campaign launch of a new international calling plan, resulting in a 40% sales increase. Intimately involved with the roll out of retail marketing point of purchase materials, from the creative ad agency to final signage/collateral design, through legal approval, production, and finally fulfillment.- Helped with monitoring national retail kiosks in shopping malls. - Maintained open communications with field coordinators to track the scheduling of startup/break downs, lease renewals, and security related incidents. - Logged details related to new concerns and the progress on outstanding issues. - Responsible for weekly email blasts to key Sales personnel summarizing kiosks’ issues.- Supported Sales Team to ensure consistency in kiosks’ marketing campaigns. Disseminated promotion details (i.e., terms, pitch scripts) and signage to allow kiosks to quickly adapt to changing sales priorities.

Bsba, Marketing And Advertising

Activities and Societies: Leadership Development Program, Club Baseball

High School Diploma