Daniel Nygaard Email & Phone Number

Bothell, Wa

Balanced the inventories of seven clients and 12 employees to consistently meet inventory turn-around times while maintaining quality in a fast-paced production environment.

Bellevue

Managed claims production of 120 groups and over 20,000 claims per week, while updating procedures, coordinating root-cause analysis and implementing best practices.

Seattle

Managed operations of a call center, transportation assistance program and seven special interest groups by actively collaborating with hundreds of physicians, staff and patient advocate networks. Led communication program strategies and vision to maintain consistent messaging.- Collaborated monthly with internal stakeholders, clients and volunteers to assess needs, design effective marketing/communication strategies for effective execution of education programs, sensitive issues and new initiatives- Supervised the production of a bi-monthly online newsletter for over 10,000 customers and aligned content with strategic business goals to educate the public- Strategically developed and managed an average of 75 educational events per year, including a month-long road show explaining healthcare benefits to members- Developed quarterly electronic surveys to capture data for research and marketing purposes- Managed website updates to keep employees and customers updated with current internet information to maintain brand and message consistency- Wrote, edited, and managed development of print materials such as monthly fliers, pamphlets, reports, and other documents for public education, advocacy and community outreach- Led cross-functional teams to plan quarterly newsletter content, write articles, print, and mail to a select target market of over 60,000 healthcare customers- Established key performance metrics to measure, test and analyze the success of communication strategies/tactics, messaging, focus groups, and events- Introduced Lean visual display systems to track over 100 volunteers, anticipated future needs, integrated the patient voice and align their involvement in meaningful ways- Trained/mentored direct reports to use and incorporate LEAN management tools to gain process improvements, increase program transparency, and reduce overhead costs by 10 percent over two years

Investigated and resolved water, sewer, drainage and garbage appeals for residential and commercial customers when referred by utility management and the Mayor’s Office.- Researched detailed account information and communicated with customers to resolve complex utility call center issues within 10 business days- Applied customer service and mediation skills daily to achieve fair and equitable decisions regarding City and State codes, billing adjustments, or service policies and procedures- Partnered with Utility Service Teams to collect delinquent customer accounts quarterly- Managed departmental public disclosure requests to respond within five business days after receipt of a request

Seattle, Wa

Provided comprehensive public relations and communications expertise to customer service department specializing in water, sewer, drainage and garbage services.- Crafted press releases, speaking points, scripts, newsletters and special publications to inform the community about changes in utility services- Planned and implemented a comprehensive communication plan to assist call center operations and increase customer clarity on utility programs- Supervised the automation of the utility’s complaint IQ tracking system- Conducted surveys and focus groups for better annual strategic planning- Coordinated comprehensive updates of SPU’s Customer Service Branch website- Created a third-party billing brochure to explain issues for both tenants and landlords- Renegotiated the printing contract of the newsletter @ Your Service and saved over $7,600 per year- Developed client assistance memos instructing customers how to obtain a water availability certificate and apply for new water service or a sewer submeter

Master'S Degree, Public Administration

Bachelor'S Degree, Speech Communications

Activities and Societies: Mortor Board, AdvoCats,

Organizational Leadership

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