Daniel Mcgrath Email & Phone Number

• Utilize Jabber and Finesse to manage call queues and provide timely remote technical support to Patterson customers.• Verify account statuses and track troubleshooting efforts using Patterson's in-house customer relationship management software.• Perform keyword searches and review technical documentation to locate accurate troubleshooting steps and solutions.• Provide specialized support for CEREC software, assisting dentists in utilizing CAD/CAM technologies and 3D imaging to manufacture dental restorations in-house.• Offer software installations, license key distribution, and troubleshooting for Eaglesoft users.• Guide customers through technical issues related to software, hardware, and network systems, ensuring smooth resolution processes.• Utilize remote desktop software daily to access customer computers and deliver real-time support and troubleshooting.• Coordinate with customers' local hardware distributors to schedule on-site service or order necessary parts, ensuring efficient service delivery.• Use Microsoft Teams to communicate and collaborate with other team members, sharing insights and coordinating resolutions for complex technical issues.• Mentor new associates by providing live demonstrations of the call process and hands-on guidance in using various technologies to efficiently resolve customer issues.• Maintain high customer satisfaction through effective problem-solving and clear, professional communication.• Coordinated with network engineer to test new VPN solutions, documenting any issues or bugs encountered during the process to aid in troubleshooting and future improvements.

•Delivered comprehensive Umbrella training for diverse audiences, averaging 8 associates per session, effectively imparting complex information crucial for understanding technical concepts, resulting in improved staff coordination and efficiency.•Implemented interactive learning strategies, such as gamification and simulations for 100+ associates, producing an engaging learning experience fostering a knowledgeable work environment conducive to effective problem-solving and collaboration.•Directed new hire teams in the execution of blended learning programs, incorporating observational and hands-on approaches, ensuring alignment with organizational goals and standard operating procedures, thereby contributing to a smooth onboarding process and operational efficiency.•Utilized strong communication skills to convey technical concepts effectively, resulting in increased understanding and application of knowledge among trainees, creating a more efficient and productive workplace environment.•Leveraged Chime and Dolphin Mobile applications for team communication and integral daily operational tasks.

Wyoming, Michigan, United States

•Directed seamless shift transitions and optimized task delegation utilizing effective leadership and organization within a team averaging 8 associates per shift, resulting in a notable decrease in customer wait times.•Mentored team members on customer service protocols, achieving a 98% compliance rating in customer satisfaction scores, illustrating proficiency in knowledge dissemination and fostering skill development.•Implemented and enforced safety protocols through attention to detail and risk mitigation skills, ensuring zero incidents of injury during tenure.•Facilitated communication between management and frontline staff, ensuring goal alignment and operational efficiency to foster a collaborative work environment.

Grand Rapids, Michigan, United States

•Responsible for oversight of daily operations including sales and inventory management.•Utilized a SKU system alongside Point of Sale to sell products to customers shopping inside Woodland Mall•Used a scheduling system built in to PoS to effectively communicate with staff.•Utilized Gmail to communicate with a team of regional and district managers to ensure smooth business operations.