Danielle Conklin Email & Phone Number

Orlando, Florida, United States

Effectively managed a team of 6 Training Specialists located across our 3 Global Business Services (GBS) offices (Galway, Ireland, Manila Philippines and Orlando, Fl). Global Training was a newly formed team in 2020 to support the standardization, creation and delivery of training materials for all customer service teams in GBS by streamlining processes to ensure efficiency for workload reduction, capture best practices, and provide the same robust training experience to each employee. Supported training impacts for all projects worked on behalf of GBS and outside stakeholders. Assigned training specialist to attend meetings, provide training needs analysis and ensure assigned tasks are executed by appropriate SME from affected department. Monitored and reported training completion, ensure documentation updates are made in the LMS and organizational change management provided through hyper care. Expertise in facilitation and presentation delivery for in person or remote training as required with online platforms (Microsoft Teams, WebEx).Ability to work independently and manage multiple projects at one time. Passion for people development and managing a team.

Orlando, Florida, United States

Management of the Return Goods Authorization (RGA) Team to ensure review and release of RGA’s done according to fiscal authority matrix and met audit requirements. Demonstrated ability to employ research and analytical thinking. Collaborated with our warehouses to streamline the process for instrument returns and RGA post goods issue (PGI) process. Provided oversight of orders placed via Electronic Data Interchange (EDI) to monitor transmission, ensure corrections were made and the team worked to resolve any data errors to avoid future delays. Liaison to our Order Processing Team in GBS Manila using the Optical Character Recognition (OCR) software, Esker, to answer training questions, assist with technical issues and ensure all CSR’s were trained to enhancements as they became available. Served as reviewer/approver for RGA’s processes using Sarbanes Oxley Compliance (SOX compliance). Contributed as SME during audits for Domestic Customer Service Team and RGA team. Recruited, hired and trained additional staff (CSR’s, Supervisors and Managers) to handle the increased workload as a result of the Pandemic and sale of COVID-19 products to professional and consumer users. Domestic Customer Service headcount increased from 19 to 38 team members over a 6-month span. Guided oversight and implementation of the launch of COVID-19 products, created new business processes, set up 4 additional phone queues and 10 email boxes to assist with customer inquiries and order processing for all Customer Service Team members in GBS Orlando and Manila. This resulted in the daily management of 16 phone queues and 28 email boxes by the Domestic Customer Service Team in GBS Orlando. Ability to adapt and operate effectively in ambiguous or rapidly changing environments.

Orlando, Florida, United States

Role continuation. Change in company name as Alere was acquired by Abbott October 2017.

Orlando, Florida, United States

Oversight of daily operations for Domestic Customer Service Team to ensure proper staffing for 12 phone queues, 18 email boxes, order and vendor management. Planned work/break schedules, approved time off and payroll via ADP. Collaborated to create and implement quality monitoring program (SMILE) for the Domestic Customer Service Team. Initiated training programs for new and existing customer service employees using existing WI/SOPs and creating new documents as needed. Managed Avaya CMS Supervisor and Avaya one-X Agent system training for all departments at GBS Orlando. Oversaw all government contracts, grants and orders by ensuring the review of all documents by legal team and contract administrators. Cultivated strong relationships with warehouse management and planning teams to ensure smooth order processing. Liaised with the Order Entry Team in Manila, assisting with questions regarding orders processing, and providing all training updates. Created training materials to assist employees with remote workstation set up. Assisted setting up systems, trained on Avaya one-X Agent software install and use, troubleshooting and resolution of issues to ensure employees could work remotely as needed for the Domestic Customer Service, Accounts Receivable and Inside Sales Teams. Initiated customer service metric creation, monitoring, and scorecard reporting for the Domestic Customer Service Team. Extracted data from several reports (Avaya CMS Supervisor, QlikView, and SAP) to gather individual and team performance metrics and report on them weekly/monthly during one-on-one conversations, tier calls and monthly business reviews. Provided root cause analysis during trending meetings.

Orlando, Florida, United States

Served as main point of contact to support team of 18 CSRs with questions, QC new hire order processing, and provide problem resolution. Monitored phone stats, order, and email volumes to report daily, weekly, and monthly to ensure KPIs were met. Collaborated with warehouse staff to ensure order fulfillment and shipping issues resolved. Worked with planners to ensure inventory availability for all product lines. Directed vendor form management, including new account set ups to complete all forms, getting documents reviewed and approved by legal team, and then signed by financial leaders to implement new contracts. Answered escalation calls and emails from dissatisfied customers. Facilitated training to new and existing customer service team members as required.

Orlando, Fl

Processed orders via email, fax, and inbound calls. Performed daily review of customer open orders, RGA’s, and credit holds causing delay in shipment and order resolution. Researched and processed return goods authorization as requested. Followed up with customers and account executives as promised to provide a world class customer service experience. Resolved customer inquiries regarding pricing, inventory availability, delivery, and billing concerns. Collaborated with account executives to review orders, manage requests and provide new leads for sales follow up. Processed technical support team replacement orders, calls, and emails. Provided Master Data Team updates to customers’ account as needed.

Heathrow, Florida, United States

Supported 10 clients contracted with AAA by providing customer support, training to new and existing employees, and implementation of new processes and program changes to CSRs managing roadside assistance calls. Served as POC for questions and escalation calls. Performed quality monitoring of calls and roadside service requests sent to dispatcher to ensure safety, customer satisfaction, and efficiency. Monitored call volumes and dispatch times to ensure proper call handling times.

Heathrow, Fl

Supervised up to 75 employees during peak business hours on 3rd shift. Monitored call queues and made necessary changes to skill levels via Avaya CMS Supervisor ton ensure call handling times were met. Provided solutions to employees with procedural questions and assisted with showing them how to read an atlas to find customer stranded on the side of the road. Resolved escalated calls successfully for all clients on contract with AAA. Managed 35 direct reports performance by delivering quality assurance monitoring, call handling times, compliance, and attendance to ensure KPIs were met. Held monthly one-on-one coaching sessions to review employee performance and complete their annual performance review.

Heathrow, Florida, United States

Assisted CSR’s with procedural questions. Dispatched road service calls to towing providers within AAA network. Assisted supervisors with any delegated tasks. Facilitated training for new and existing employees.

Heathrow, Florida, United States

Provided exceptional customer service on inbound calls from AAA members requesting emergency roadside assistance, general inquiry questions for members regarding their benefits, in addition to selling/renewing memberships for AAA members across United States. Dispatched road service calls to towing providers within AAA network. Performed other duties as assigned.

Lake Mary, Fl

Processed new construction requests for temporary service poles to service residential and commercial building via fax and phone. Collaborated with outside government agencies, builders, and inspecting authorities to gain permitting and zone approvals. Uploaded new construction sites into system from engineering blue prints to create new addresses for service. Performed processing of new account set ups for residential and commercial customers after final inspection issued. Facilitated training for new and existing employees.

Orlando, Fl

Resolved high bill and energy efficiency concerns for customer effectively. Scheduled home energy analysis appointments with customer for four auditors and managed workload demands. Completed residential auditor certification March 2000. Performed on-site residential analysis of customers’ home and equipment operation to advise of ways they can lower power consumption. Promoted and sold products and services over phone, during on-site home energy analysis appointments, and during trade shows events.

Orlando, Fl

Orlando, Fl

Managed employees within parks exhibits to ensure proper staffing, guest satisfaction and safety. Oversight of the daily operations at park exhibits to include scheduling and task assignments for each day. Other duties as assigned.