Danielle Brannon Email & Phone Number

Lake Mary, Fl, Us

Lake Mary, Fl, Us

Managed and guided digital Contact Center product programs. Provided cross functional stakeholder plan management and project execution. Oversaw industry, technology and contact center business association engagement. Business unit activity tracking and performance reporting.

Advanced project intake process by ensuring prioritization, impact assessments and resourcing of over 250 projects annually, while continuing to improve process. Developed processes that streamlined works for project managers and other operation teams. Built and maintained relationships with leadership while providing high level of expertise. Successfully managed and prioritized an annual systems project budget of $6.6 million. Created vision for optimizing sales agent quote flow to increase efficiency. Skilled in agile project management and agile methodologies. Lead project team that implemented sustainable process that aided in a decreased loss ratio by over 100%. Identified opportunities to design system enhancements and process improvements collaboration with frontline and leadership. Implemented and onboarded key strategic partnerships that increased growth for an Insurance Sales Contact Center. Developed executive presentations and reports that facilitated project evaluation and process improvement.

Managed implementation of numerous system enhancements that provided increased agent and customer satisfaction. Lead business process improvement efforts for sales and service teams. Designed and successfully implements a systems enhancement for sales agents to reduce customer billing errors by 7%. Worked effectively with cross-functional teams to create agent and customer solutions that elevated experience and significantly improved overall functionality and performance. Collaborated with other business analysts, development teams and specialists to deliver high availability solutions for mission-critical applications.

Managed and implemented large scale projects for insurance sales professionals. Designed process and systems enhancements to enable to insurance sales professionals to decrease overall handle time to improve quoting experience. Solved end user systems errors and used information to design better solutions to applications used by sales and service teams.

Motivated staff to achieve high quality, productivity and teamwork. Developed and implemented productivity and quality initiatives maximize efficiency to enhance resources and eliminate waste and improve quality by 15%. Facilitated change management activities for department and staff of 30 individuals. Cross-trained existing employees to maximize team agility and performance leading to10% + operational efficiency gain.

Master Of Science - Ms, Organizational Leadership

Bachelor Of Business Administration (B.B.A.), Bs