Danielle Smithers Email & Phone Number

• Recruit, interview, hire, train, and onboard new hires• Lead team of 9-14 support specialists for a SaaS company; Run 1:1 meetings with specialists; Mentor, train, and direct specialists; Review support tickets and provide feedback; Follow-up to ensure customer satisfaction; Lead daily standups• Gather and analyze metrics & KPIs to create effective change to improve team and individual metrics• Collaborate with other departments regarding product/feature releases, customer satisfaction and retention• Develop and improve processes, including completing SWOT analysis, a support ticket rubric, and ticket review process• Troubleshoot, research, and respond to support tickets; Provide excellent customer service*Member of the Customer Experience Cross-Functional Team *Founding member of the DEI Committee

Lead team of 9 support specialists for a SaaS company; Run 1:1 meetings with specialists; Mentor, train, and direct specialists; Review support tickets and provide feedback; Follow-up to ensure customer satisfaction; Lead daily standupsTrain and orient new hiresGather and analyze metrics & KPIs to create effective change to improve team and individual metricsCollaborate with other departments regarding product/feature releases, customer satisfaction and retention, and moreDevelop and improve processes and trainings, including completing a SWOT analysis, a support ticket rubric, and ticket review processTroubleshoot, research, and respond to support tickets; Provide excellent customer service

Managed caseload of over 200 remote middle school students; analyzed educational KPIs (e.g., time spent in coursework, points earned) to identify students in need of additional outreach; contacted families to discuss goals, concerns, and develop student success plans and disseminated to student as well as impacted family and educational staff; onboarded and trained new families on remote learning and K12Monitored social and emotional wellbeing of students and families through facilitating weekly meetings with students and conducting outreach to each family on a monthly basis (offering support, connecting to resources) Developed and presented webinars to students and Learning CoachesCo-piloted the development of an LGBTQ+ student organization and lead weekly meetings

Summerville, Sc

Child Protective Services Case Management:conducted interviews and home visits, crisis intervention, risk management, assessedsafety, investigated child abuse and neglect, documented all interactions, filedpaperwork, developed a treatment plan with clients, connected clients to communityresources, and monitored client progress.

Serve several communities in need throughout the Pacific Region.Camp restoration on a YMCA camp. (Big Bear, CA)Tax preparation for low-income families. (Great Falls, MT)Trail building for a national monument. (Keene, CA)Building houses with Habitat for Humanity. (Tacoma, WA)

Assist students on a number of different research related items. Work closely with the existing staff and train new hires on the different tasks and technology we were responsible for supporting.

Manage the customer service desk.Manage the cashiers, deposit both cash and checks and properly account for all of the transactions.

Responsible for tutoring an autistic child.Utilized different techniques to effectively engage and teach the child.

Bachelor Of Arts, Interpersonal Communications; French & Sociology, 3.6

Master Of Social Work (Msw)

9 credits completed; 3.7 GPA