Daniel Cowman Email & Phone Number

Cincinnati, Ohio, United States

Remote

• Coordinated with Channel Partners/Property management to provide emergency/non-emergency service visits throughout the US; making sure to follow rigid service level agreements to allow for prompt and efficient on-site service• Created SOPs to streamline procedures for processing service requests and dispatching response teams effectively; for efficient handling of dispatch requests; developing best practices based on feedback from internal team members• Fulfilled data analysis requests for multiple departments, which involved curating collections of data (Looks) and dashboards to solve issues reported by key stakeholders• Composed custom SQL queries and configured LookML views/explores to track department specific service level agreements

Orlando, Florida, United States

• Managed and supported a team of Installation Technicians throughout the midwest region (US)• Provided over the phone technical support for Installers and Service Technicians; troubleshooting installation andservice related questions for the Acorn 130 and 180 Stairlift products• Efficiently maximized schedules to meet weekly installation goals, while balancing technician’s schedules to keep overtime low and provide adequate drive time between jobs• Provided exemplary customer service to internal and/or external calls for requests with scheduling or customer related inquires

Orlando, Florida, United States

• Maximized quality of Acorn Stairlifts 130 & 180 Stairlifts installations to provide consistent performance and prevent future service issues arising for the customer• Provided exemplary customer service during installation/service and answer any customer questions related to the specific job at hand• Escalated reoccurring issues arising from repeat service visits, while providing ongoing intermediary support between Acorn Stairlifts and Client until management determined an resolution for both parties• Maintained and managed a storage unit of merchandise along with completing monthly inventory audits to account for merchandise installed in customer’s homes

Orlando, Florida, United States

• Implemented and executed efficient RMA procedures to guarantee timely returns nationwide from dealers, field technicians, and customers• Identified root cause of all returns; compiled return merchandise inspection reports and provided management with an ongoing data analysis of potential product defects• Managed all importing/exporting of merchandise through UPS Ground, Airfreight, and LTL• Ensured accurate details regarding import/exports and thoroughly checked all documentation to avoid customs delays

Orlando, Florida Area

• Implement personalized customer service, and strategies to grow revenue by creating a network of relationships within Acorn Stairlifts ecosystem of Dealers leading to increased sales for both parties. • Provide over-the-phone troubleshooting to allow efficient assistance for Dealer’s Clients, and promptly report any reoccurring issues to management for further review. • Provide marketing, and website review to maximize customer acquisition, and give small business owners detailed demonstrations of how to market Brooks Stairlifts to prospective clients.

Orlando, Florida Area

• Implement and execute efficient RMA procedures to guarantee timely returns nationwide from Dealers, Field Technicians, and Customers. • Identify and report product defects during RMA inspection by investigating issues reported, and coming to a conclusion on the root cause for the return to prevent supply chain issues by reporting reoccurring issues to management.• Spearheaded growth of internal tool calibration program from 60 to 180 technicians by implementing and executing control measures to guarantee adequate turnaround time for each Field Technicians calibrated tools. • Manage Warehouse Associates with efficiently completing daily tasks

Orlando

• Sort, pack, and ship supply orders for Dealers, Customer, and internal Field Technicians through UPS WorldShip• Routinely investigate, and repair incoming RMAs and Provide detailed inspection reports to management with ongoing and/or reoccurring issues for reporting back to Acorn Stairlifts supply chain.