Daniel Cutrara Email & Phone Number

Phoenix, Arizona, United States

• Supervise a team of engineers with a focus on client satisfaction, service delivery quality, mentoring/coaching, Performance Monitoring functions, and quality of remote support services
• Improve overall service delivery and quality through training and coaching
• Improve efficiencies by analyzing remote support activities and proposing recommendations
• Ensure processes exist and, when possible, are standardized and repeatable
• Review, train, implement, and enforce Standard Operating Procedures
• Ensure service levels are achieved and aligned with client agreements

Phoenix, Arizona Area

• SME for Dakin Applied America’s Inc providing technical support to team of 10 support personal
• Provide hands-on support working directly with end users to resolve technology issues remotely for nationwide client base via phone, email, and Chat
• Ownership of all incidents from inception through to resolution focusing on first call resolution
• Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue
• Provide clear, proactive, and frequent communication to customer throughout call including confirmation that resolution has been achieved satisfactory
• Perform Active Directory unlock of accounts, password changes, and distribution updates

Chandler AZ

• Prospect leads, identify decision makers, establish relationships with key players to generate interest, develop accounts and stimulate opportunities.
• Actively track and manage a pipeline of leads in Salesforce.com.
• Provide strong relationship management, support, and account maintenance
• Recognize customer's key challenges in their business operations and match products and solutions to the customer's need.
• Meeting or exceeding daily, weekly and monthly quotas.

• Performed outbound marketing calls working directly with small businesses to help achieve company goals through Yelp’s advertising programs.
• Hit monthly sales goals, consistently staying ahead of daily metrics, handling rejection in stride, and adapting product recommendations quickly to suit client needs.
• Educated, strategized, and successfully sell Yelp advertising programs through a consultative approach working with each client to determine their business's needs and aspirations.
• Pipeline management of accounts in Salesforce consistently tracking sales cycles.
• Assist clients with installing Yelp for Business Owners App and technical support walking through business page updates and configuration.

Gilbert, AZ

• Complete 100-150+ calls per day to new and existing GoDaddy customers.
• Troubleshooting and performing technical support to resolve issues with domains, DNS settings, website builder products, hosting solutions, and security problems.
• Build relationships and assist customers with account management, products and services, as well as assist in product purchases and renewals.
• Utilizing a consultative approach to understand the business needs and recommend products and services that will assist the company grow.
• Achieved outbound sales consistently exceeding daily sales goal of $1,100.00 RPD with over 50% of sales from New Revenue.
• Received Excellence award for achieving top 10% in Department for Customer Service.

Chandler AZ

• Sourced and called potential customers providing exceptional customer service to potential students in assisting them determining the program that meet their needs and enrollment in attending Argosy University
• Maintained high levels of lead to contact, contact to activity, and conversion of leads exceeding company standards.

Phoenix, Arizona Area

• Increase Phoenix market share focusing on enterprise businesses and executive relationships
• Develop and maintain vendor relationships to drive revenue, meet quota, and add new logo’s
• Prospecting of business partners, vendors, and customers creating all self-generated leads
• knowledge of products and solutions pertaining to voice, data, security and cloud services
• Capture new opportunities while adapting and supporting rapid changes in our operations
• Manage both the sale and customer experience throughout implementation and “Go Live”

Tempe AZ

• Prospecting existing Wells Fargo customers providing exceptional customer service through comprehensive counseling of refinance and debt consolidation of automobile finance loans.
• Review and evaluate customer credit reports and payment history on accounts to determine eligibility.
• Advised both customers and team members of policies, procedures and expectations involving loan closing and debt consolidation.

Scottsdale AZ

• Hire, train, develop and motivate Admissions Representatives in order to optimize and meet established business standards.
• Promote Performance Training Institute (PTI) programs and courses to interested and qualified prospects and applicants.
• Meets the admissions requirements and business standards including conversion rate benchmarks, while upholding a consultative quality need based admissions process.
• Review all the reports and discuss issues with the V.P. of Operations and CEO on a start basis.
• Work with Director of Marketing in ensuring optimization of lead vendors.

Peoria, AZ

• Established, staffed, and implemented new Veterans Affairs Office directly responsible for all veteran benefits paperwork processing and certification reporting procedures
• Developed and implemented military policies and procedures to ensure compliance with federal regulations according to SOC guidelines and the newly implemented DOD MOU
• Created, implemented, and facilitated Military Training by establishing a 36 page Military Reference Guide as a desk reference for all counselors assisting military students

• Created, trained, and implemented a Military Certification process for over 1,000 military advisors at designated Military Approved Provider Campuses across the country.
• Effectively work with all function groups to map processes, identify improvement areas, and core processes to increase efficiency and calculate cost savings.
• Developed and updated veteran student policies including Veteran Benefits Paperwork Processing and Veteran Affairs Certification Process Change.
• Managed all Military processes and procedures providing effective communication of process changes and improvements throughout the organization.
• Established, developed, and content manager for Military Division SharePoint site.

Military

• Provided direct leadership to 10 enrollment managers and 120+ enrollment advisors.
• Directed the development of enrollment functions and activities to ensure deliverables are effective and timely, as well as meet quality and quantity customer service levels.
• Developed and defined campus enrollment goals and objectives in accordance with established corporate standards exceeding organizational goal by 120% annually.
• Creation, implementation and delivery of ongoing campus training programs to increase enrollment effectiveness and attainment of enrollment goals.
• Directed personnel actions, including recruiting, new hire actions, interviewing and selection of new staff, staff reviews, and salary determinations for 1,000 advisors.
• Enrollment Project Manager for GoArmyEd project acting as enrollment point of contact for all enrollment problems for University of Phoenix for over 4 years.

• Ethics and Compliance Liaison
• Designated as key contact partner with the Ethics and Compliance Department.
• Work hand in hand with business and operational staff in fulfilling mission of integrity and social responsibility through the highest ethical standards.Campus Security Authority
• Responsible for crime reporting as required under the Clery Act ensuring campus compliance with key aspects of the Campus Security Act.
• Assist students, faculty, and staff report certain criminal offenses and incidents that occur on company property.

• Trained, mentored, and lead a team in processes, policies, and programs to allow them to succeed at their maximum potential and reach team goals.
• Awarded Top Military Enrollment team award 1st Qtr 2005.
• Took new team to 1st overall in the Military Division for 1st half FY 05 in just 1 year.
• Awarded Top Performers Award May 2005 for managing Top Enrollment team.
• Led team to consistently averaging over 4 hours of talk time per rep daily.
• Assisted senior management with creating, developing, and implementing campus admissions plans to achieve established campus goals and activities monthly.

• Provided customer service and professionalism to potential students in assisting them in making the right decision to attend the University of Phoenix Online.
• Promoted to Senior Admissions Counselor on September 1, 2003.
• Finished FY 2003 as Top Military Admissions Counselor of the year
• Awarded Online Admissions Military 1st Team for Quarter 2 – FY 2003, 2nd Team for Quarter 3 – FY 2003, and 1st Team for Quarter 4 – FY 2003.

• Performed Technical Recruiting responsibilities for IT Consultant Company, rated in Inc. Magazines Yr 2000 Top 500 Fastest Growing Privately Held Companies.
• Personally placed candidates at clients earning in excess of $1.3M dollars in revenue.
• Sourced, prospected, interviewed, and performed reference checks for IT consultants. Interviewed over 350 candidates averaging 6-8 in person interviews per week.
• Performed personal interviews in order to evaluate and assess technical skills of potential candidates thereby being able to market candidates effectively.

• Prospected the population for prospective applicants and determine eligibility.
• Managed, trained, and supervised 8-10 subordinates for a period of over 3 years.
• Managed, scheduled, supervised, and conducted reconciliation of over 2000 outstanding aircraft requirements for 20 work centers and flying squadrons monthly.
• Managed fiscal accounts over 1 million dollars, for two flying squadrons for 4 years.

Bachelor'S Degree, Computer Programming

Programming languages learned in studies towards degree program include C#, C++, Java, PHP, HTML, CSS, JavaScript, SQL, ASP.Net.

Mba, Technology Management, 3.93 Out Of 4.0

Bsb/M, Management, 3.86 Out Of 4.0

Hs Diploma, High School/Secondary Diplomas And Certificates