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.

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.

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.

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..

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.

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..