Daniel Petersen Csm, Cms, Pmec, Lean Six Sigma White Belt Email & Phone Number

Boise, Idaho, United States

Eagle, Idaho, United States

Leveraging over 20 years of corporate, contact center, learning & development, leadership, change management, coaching and leadership development & management experience to provide refreshed and inspired solutions to your organization! Specializing in high-energy, hands-on engagement activities to create buy in and connect with your workforce. Focusing on.

Melbourne, Victoria, Australia

Terra Firma is one of Australia's leading business and technology consulting companies providing clients with consulting services covering the entire life cycle of a program - from strategy to the full spectrum of project services.

Meridian, Idaho, United States

• Led final LOB conversion to new Customer Service Model
• Oversaw Group Integration: Partnered with Managers & Sr. Managers, Interacted with the Frontline Reps & Leaders during transition, Responsible for overall experience of all parties, Oversaw hiring process for a newly.
• Tucson, AZ Team of Experts Manager: Managed team of 45+ exempt and non-exempt employees, Managed cross-functional partnerships with Global Care, Retail, & Network Engineering, Worked with local cross-functional leaders.
• Site Engagement: Monthly Performance and Incentive Celebrations, Onsite Game Nights, Onsite Tailgate events, Family Movie Under the Stars, Meridian Call Center 15 year anniversary Luau, Bring your Child to work day.

Meridian, Idaho, United States

• Led Team of Experts conversion training in Meridian: Guided the first Team of Experts virtual training in Meridian, Became certified with Team of Experts How We Sound in Bellevue April 2016, Became certified with Team.
• Team Manager partnership: Multiple communities, Conducted performance assessments, Provided targeted training to address performance and knowledge gaps
• Trained and developed new hires in multiple lines of business: Team of Experts, Retail Support Line (RSL)
• Followed up with supplemental development of our new hires through our local Right Start program
• Additional Site Support for Meridian: Interim TEX coach driving team and community results, September - December 2018, Led morning team to the top performance spot in the community, Improved C10 community performance.
• L&D 2019 Strategy Session, partnered with L&D Manager to create and roll out strategy session for department for 2019

Meridian, Idaho, United States

• Provided individualized coaching to new and tenured employees
• Supervised daily operations of team of 15 front line employees and 1 senior representative
• Accountable to individual and team results and impacts to the local business
• Managed teams in multiple lines of business: Customer Care, Retail Support Line (RSL), Web & Telesales Support (WTS)
• Created and cultivated team environment to drive direct performance results and ancillary impacts such as attendance, morale, participation
• Resolved all employee issues: Approved bi-weekly timecards and reconciled errors, assisted with time off requests, supported leave of absence requests and addressed denials

Meridian, Idaho, United States

• Conducted new hire street to seat trainings to multiple legacy departments: Customer Care, Retention, Web & Telesales Support (WTS), Retail Support Line (RSL)
• Provided continuing education & specialized training to multiple legacy departments within the business: Customer Care, Retention, Web & Telesales Support (WTS), Retail Support Line (RSL)
• SunCom to T-Mobile conversion training: Selected to train the first wave of conversion courses in Charleston, SC July-August 2008
• Original trainer in the company wide roll-out of the Service to Sales initiative; Received certification for training in the first wave, Traveled to 10 domestic call centers conducting certification trainings to front.
• Took part in several new pilot programs; Lead trainer on first Service to Sales Customer Care new hire training, Responsible for following curriculum and providing insight and feedback to help cultivate and improve the.

Meridian, Idaho, United States

• Assisted in new hire and continuing education trainings.
• Ran operational needs of the new hire team while taking calls in TCC, running stats, emailing feedback, taking escalations.
• Lead and develop floor support, provide feedback and assist in their career development.

Meridian, Idaho, United States

• Top performing Customer Service Representative month over month and top 30 in LOB for T-Mobile
• Selected for multiple red hat support and mentoring roles for new hires and struggling representatives

Boise, Idaho, United States

• Product sales, stocking shelves and warehouse/yard
• POS transactions, invoicing, reporting
• Weighing truck & trailer loads of products
• Delivering materials: multiple truck & trailer set ups in fleet, snub-nosed flatbed 1-ton trucks, 2-ton trucks, pickups, flatbed trailers, gooseneck trailers
• Loading & unloading truck
• Forklift operations

Boise, Idaho, United States

• Handle customer escalation requests due to billing, service, installation, customer services issues, etc...
• Customer experience focused - department goal was to resolve 100% of customer issues and provide resolution and customer satisfaction
• Customer retention and product upselling
• Specialist in all product, content, equipment, billing & installation matters
• Process written correspondences

Education record

Political Science And Government