Daniela Middleton Email & Phone Number

Leveraged advanced software tools such as Power BI, CXOne NICE, and CXOne Interaction Analysis to drive team performance and enhance customer experience. Led a team of customer service representatives, enhancing team performance and morale through training and motivation.Developed and executed service strategies resulting in a 20% increase in customer satisfaction scores.Utilized Power BI to analyze KPIs and identify performance improvement opportunities, successfully implementing action plans that boosted operational efficiency by 15%.Managed multi-channel communications, resolving escalated issues to ensure timely and effective customer support.Collaborated with cross-functional teams to improve service processes, enhancing customer experience across all touchpoints.Supervised daily operations of the customer service team, ensuring adherence to quality standards and best practices.Trained and onboarded new team members, promoting a culture of excellence and continuous learning.Monitored customer interactions and provided feedback for performance improvement, leading to a notable decrease in response times.Created and maintained reports on service metrics to evaluate team performance and operational success.

Remote

Supervised a team of 20 Analysts and reported to the client all issues and progress for process improvements which included implementing SMS communication capabilities.Established a schedule to allow the client to maintain strict federal disbursement deadlines and guarantee compliance with state laws and regulations.Conducted employee evaluations to provide feedback and set future job performance expectations based on reports generated from Power BI. Delegated high volumes of work across departments resulting in a program-wide monthly average of 57,000+ inbound calls, 13,000+ email communications, and 1,400+ text messages.Facilitated monthly client roundtable meetings to review updates and milestones as well as process improvements. Ranked the #1 State Program in the disbursement of allocated funds in the U.S with $265,515,801.96 disbursed (as of 8/16/22).Proved ability to surge staff to meet client needs by assigning teams to work weekends and holidays as needed to meet disbursement goals.

Alpharetta, Georgia, United States

Standardized processes for the Support Team based on consumer feedback and careful analysis. Partnered with Salesforce Administrators to transition agents into a new customer management system. Presented weekly Excel reports of project status to upper management and acted as a liaison between the Support Team and management to improve processes. Closely monitored a team of 7 agents to improve KPIs successfully achieving a team average 96% adherence rating.

Norcross, Georgia, United States

Remotely provided Lenovo product end-user support for Private Companies and Universities.Monitored a daily minimum of 3 calls each for 13 technicians, organized that data, and then created actionable performance improvement plans for each agent. Utilized Avaya Site Administrator integrated with Jira for Portfolio Management while resolving tickets. Generated reports within Salesforce and OKTA to review and refine the user experience.Coached agents on Root Cause Analysis and how to research applicable resolutions for desktop management, software installation, troubleshooting, updates, and data migration.

Atlanta, Georgia, United States

Analyzed business processes and reported directly to CEO to set a strategy to develop management procedures, increase profits, and oversee general operations of 2 facilities.Standardized policies and improved productivity using As-Is and To-Be resolution paths. Trained employees to understand and follow safety procedures by collaborating with local government organizations to host safety seminars. Implemented sales software to efficiently track business growth as well as expenses.Modernized facility operations by integrating Genesys software to manage the workforce. As result labor costs were lowered to below 20%, increasing profitability and minimizing staffing issues.

Chamblee, Georgia, United States

Introduced social media branding and analytics to increase visibility and promote special events and product releases. Coordinated with other department leaders to establish a standard for inventory and business expenses with Microsoft Excel. Organized hiring events and managed workforce forecasting based on business needs and financial reports. Coordinated local events with businesses and schools to market the business and increase revenue based on market research. Implemented community outreach programs working with the local government and establishing a solid community presence.